MyOmniDesk Contact Center

Omnidesk optimizes your call center with our systems people & processes.

• 30% or more reduction in costs
• 30% or more improvement in Quality
• 30% or more improvement in productivity

We can commit to this because we’ve been doing this for ourselves and our customers for over a decade. When you’re planning to overhaul your call center environment, it can be overwhelming trying to put all the many pieces together. Plus, if you don’t have a comprehensive plan to start with, you’ll be creating many future problems for yourself. We can eliminate those risks and help you design an optimal call center solution tailored to your business.

Research shows that making things easy for customers is a much better indicator of loyalty than overzealous customer service meant to delight a customer.

– We make it easy!

What is a Cloud Contact Center as a Service (CCaaS)?

A cloud contact center solution is hosted over the internet, takes minimal time to deploy and requires minimal upfront investment. A cloud contact center provides your business with the flexibility you need to stay ahead of the competition.

• Faster deployment
  The cloud contact center software helps businesses move with relative ease in the direction of omnichannel customer engagement, which links all customer touch-points.
  Since there is no infrastructure required to deploy the cloud-based contact centers, the complete setup process can happen at a much faster speed.
• Remote work readiness
  Let your agents work from home or any place of their convenience. The calls can land directly on their mobile phone or softphone, which can further minimize the total cost of operation of the contact center.
  Get a wholistic and unified view of remote agents irrespective of their work location or the telephony systems being used.
• Contact center modernization
  With the right contact center infrastructure in place, you can gain a lasting foundation for achieving optimal customer experiences and take advantage of improved business processes.
  – Reduction in Operational Cost
  – 24/7 Omnichannel Support
  – Effortless Call Surge Handling

  Our typical contact center optimization approach follows this path:

  1. Deploy cloud-based IVR with self-service options
  2. Optimize contact center processes and procedures
  3. Implement a CCaaS contact center solution
  – Including native workforce optimization
  4. Deploy a unified front-end for CSRs that has native workflow built-in
  – Including Robotic Process Automation (RPA) and Robotic Desktop Automation (RPA).
  5. Deploy an omnichannel solution
  – Including natural language processing (NLP)

Overview

• Advanced Wallboard
  Display customized reports to everyone against the standard parameters of the assessment. They are proactively alerted of the performance and enhance productivity.
• ACD
  Route calls to best-suited agents for faster resolution with flexible and robust Previse’s ACD software.
• IVR
  Identify and route every customer call to the best-suited agent based on the caller’s input with an intelligent IVR system
• Auto dialer
  Automate your outbound contact center operations by adding an auto-dialer in your cloud contact center software.
• Knowledge base
  Create a centralized information repository with knowledge management tools to ensure your agents and customers have access to consistent answers to their queries.
• Agent Management
  Expertly manage agents with digital interaction recording & analytics, quality management, performance management, gamification, and more.

Supervisor Dashboard

Real-time agent and queue performance, advanced activity filtering, silent monitoring/coaching, listen and download recordings, broadcast announcements to the whole team or just a single queue, flexible permissions and user management system, set holiday schedules, ad-hoc and scheduled closures, personalized company branding and more.

Omni-Channel Support

Give your agents a powerful way to engage customers in support inquiries and in the purchasing process.

The intuitive, unified interface enables agents to respond to customer communications across multiple channels: email, chat, and social all in one queue. Pre-scripted answers to commonly asked questions and next best actions

Enhanced Reporting

Get real-time reports with statistics and key performance indicators (KPIs) that enable supervisors to effectively manage and monitor, agents and queues, and seamlessly accelerate responses in your contact center.

Agent Dashboard

Increase agent productivity with quick dialer, real-time team presence, real-time queue metrics and global views, click to callback, activity management, engagement management, personal directory, queue live look-in, call dispositions and more.