Omni-Channel Solutions

Don’t let fragmented communications hinder your growth.

The telephone isn’t the only way that clients want to communicate with businesses these days. Omni-channel capability provides a unified experience across all customer touchpoints, ensuring consistent experiences across different communications sources such as web chat, SMS, email, and social media messaging such WhatsApp.

Telappliant Voice Cloud 7 Call Centre Edition is the next generation communications platform, providing enhanced features and omni-channel capability.

Seamless Communication, One Platform

Traditional multi-channel communications strategies treat each customer interaction as separate, discrete events depending on the communication platform—be it email, phone, live chat, or social media. Omni-channel communications go a step beyond. They provide a fully integrated experience where customers can switch between different channels while still experiencing a consistent, unified interaction with your brand.

Key Features

Unified Inbox

Receive messages from all channel, including email, chat, social media, and SMS, into a single dashboard.

Smart Routing

Smart algorithms route customer queries to the most suitable agent based on their expertise and workload.

Analytics

Track key performance indicators like customer engagement, response time, and agent productivity, all in real-time.

Switch Channels

Enable your customers to move effortlessly from one channel to another. Start a conversation in live chat and continue it via email or phone without losing context.

Empower Your Team

With Telappliant Voice Cloud your team can effortlessly manage customer interactions across various channels using a single software app. This increases efficiency, decreases response times, and boosts productivity. Training becomes simpler, and agents can focus on solving issues rather than grappling with multiple interfaces.

Our solution ensures that all customer interactions are recorded and visible to all team members, so your customers never have to repeat themselves when they switch channels. This significantly boosts customer satisfaction and loyalty.