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People communicate through text and voice.
Omnichannel is an approach that ensures a seamless and consistent customer experience across all communication channels.
Our product is designed to replicate the natural way of communication.
This means that customers can switch between channels (for example, starting a query in chat, continuing via email, and finishing over the phone), and all data and interaction history will be preserved and accessible in a unified dialogue window.
All you need to do is configure the audio and text communication channels.
Omniyoo will take care of the rest for you.
Our Clients
See who has already implemented an omnichannel approach in customer service with us.
Епіцентр
Розетка
Фокстрот
Opti Taxi
Key Features of Omniyoo
Omni-channel = All communication channels
Automatic Dialing
A tool for automatic dialing of phone numbers.
Real-Time Call Monitoring
The ability to track calls in real-time for quality control and providing feedback.
Audio/Video Conferencing
Tools for conducting online meetings and video conferences between agents and customers or within the team.
Voicemail
A system that allows customers to leave voice messages when agents are unavailable.
Callback Scheduling
The ability to schedule a specific time for a callback, allowing customers to receive support at a convenient time.
Automatic Callback
A feature that allows customers to leave their phone number so an agent can contact them later, without the need to wait on the line.
Call Transcription
Converting conversations into text format for further analysis.
Self-Service Portal and Knowledge Base
Online resources for customers to independently find information.
Ticketing
Managing customer requests or issues in the form of tickets.
Audio/Video Conferencing
Conducting conferences using video and audio communication.
Analytics and Reporting
Collecting and analyzing data on contact center performance.
Real-Time Monitoring Dashboard
Visualizing the current state of the contact center.
Predictive Analytics
Forecasting future trends based on historical data.
Reliable Mobile App
A mobile app for accessing contact center features.
Virtual Contact Center
An online contact center without physical presence.
Practical AI Tools
Artificial intelligence for automating processes in the contact center.
Unlimited Call Queues
The ability to create an unlimited number of call queues.
Skill-Based Routing
Routing calls to agents based on their skills.
Intelligent Routing
Automatically routing requests to the most suitable agent.
Contact Center Management
Managing all aspects of contact center operations.
Callback Scheduling
Scheduling callbacks for a specific time or date.
Automatic Callback
An automatic call to customers in case of a missed call or delay.
CRM Integration
Integration of the contact center with the Customer Relationship Management system.
API
A tool for integrating with other systems through application interfaces.
Virtual Omnichannel Contact Center
Integration of multiple communication channels within a single environment.
Internal Omnichannel Contact Center
An omnichannel contact center hosted within the company.
1,000 simultaneous calls, 100 agents,
1,000 calls in IVR?
Easy.
Efficient handling of large call volumes
Our solution demonstrates high performance in generating and handling up to 7,000 simultaneous calls. The system's load is consistently controlled and does not exceed 20% under maximum load, ensuring reliable and uninterrupted operation.
Stability under load
During testing, the load reached 100%, but the system remained stable. The load on the Asterisk server was maintained within 10-20%, while the load on the HUB server was between 5-10%, indicating the high fault tolerance of our solution.
Proper functioning of IVR and call handling
All calls successfully passed through the IVR and were handled by operators. This includes the correct triggering of the IVR with DTMF signal generation and the seamless automatic handling of calls without interruptions.
Regardless of the load and the number of calls, the operator's web interface remains unchanged in behavior.
This ensures a comfortable and efficient experience for users without delays or disruptions.
Supervisor interface
Dashboard
Agent interface
Omnichannel Readiness Plan
Conducting an audit and identifying needs
Reviewing the demo, signing the NDA if necessary, approving the concept, reviewing the proposal, making a decision on collaboration
System Development and Implementation Plan
Contract signing
Deployment and technical support
A functioning project that is being developed and maintained
System development: updates and enhancements according to the plan and customer wishes
24/7/365 support and continuous modernization
FAQ
What are the advantages and disadvantages of a multichannel contact center?
Advantages: easier to implement, less costly.
Disadvantages: inconsistent experience for customers, difficulty in managing information.What are the advantages and disadvantages of an omnichannel contact center?
Advantages: consistent experience for customers, centralized management, full channel integration.
Disadvantages: higher implementation and maintenance costs, complexity of system integration.What web products are included in the interface?
The web product includes interfaces for the manager or operator, supervisor, administrator, and user. The modules and features of the product can be modified and expanded to suit a specific business case.
What are the key implementation steps for the team?
The more involved the team is in the implementation process, the less stressful the transition to the new strategy will be.
What is the cost of maintenance?
The cost of technical support can range from $1,000 to $10,000 per month, depending on the level of support (24/7, standard working hours).
The cost of regular software updates may be included in the subscription or may range from $500 to $5,000 per year.What is your expertise in my industry?
We have over 15 years of experience working with large companies in logistics, healthcare, and finance. For a detailed consultation, please fill out the form, and we will schedule a meeting at a time convenient for you.
Contacts
If we have something to discuss, let's get in touch: