Omnichannel Contact Centre Setup
A unified customer experience starts with a contact centre that connects every interaction - voice, chat, and email - into a single, seamless journey. Our bespoke solutions integrate open-source technologies to ensure every query is resolved, every detail is captured, and every customer feels valued.
What Is an Omnichannel Contact Centre?
An omnichannel contact centre brings together all customer communication channels into one cohesive system. By integrating voice, chat, and email, businesses create a consistent experience, regardless of how or where a customer reaches out. This approach eliminates silos, reduces response times, and ensures no query is overlooked. With a focus on personalisation and continuity, your team delivers service that builds trust and loyalty.
Challenges in Managing Multichannel Customer Interactions
Customers interact with businesses through multiple channels, often switching between them during a single journey. Without a unified system, queries risk being lost, responses become inconsistent, and customer frustration grows. Fragmented communication leads to repeated information, delayed resolutions, and a disjointed experience that harms satisfaction and retention.
Many businesses struggle with disconnected systems that force agents to toggle between applications, slowing down response times and increasing errors. Without real-time visibility into customer history, agents lack the context needed to personalise interactions. The result is a reactive service model that fails to meet modern expectations for speed, accuracy, and continuity.
Disjointed Systems
Agents waste time switching between unrelated platforms, increasing handling times and reducing productivity.
Lack of Context
Without a unified view of customer history, agents repeat questions and miss opportunities to personalise interactions.
Inconsistent Responses
Different channels provide different levels of service, leading to confusion and dissatisfaction.
Manual Processes
Repetitive tasks, such as logging interactions or updating records, create bottlenecks and divert focus from customer needs.
Channel Silos
Information shared on one channel (e.g., email) is not accessible on others (e.g., live chat), breaking continuity.
How We Build Your Omnichannel Contact Centre
We design and deploy bespoke contact centre solutions that unify every customer touchpoint. By integrating open-source VoIP technologies - such as FreeSWITCH, Kamailio, OpenSIPS, and drachtio - with your existing infrastructure, we create a seamless flow of information. Our approach ensures agents have the tools and insights they need to deliver exceptional service, while customers enjoy a frictionless experience across all channels.
We evaluate your current workflows and customer journeys to identify gaps and opportunities.
Your team gains a centralised dashboard that consolidates customer data, interaction history, and real-time analytics.
A structured rollout plan minimises disruption and accelerates adoption, with support tailored to your team's needs.
Core Features of Our Solution
Our omnichannel contact centre is built to enhance every interaction. From intelligent call routing to automated follow-ups, each feature is designed to improve responsiveness, personalisation and resolution rates.
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We display caller details and recent tickets on-screen, giving agents instant context for every conversation.
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Smart Caller Authentication verifies identities before the call begins, reducing fraud and streamlining service.
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Automated NPS surveys are sent after each interaction, providing real-time feedback to drive continuous improvement.
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Agents access a unified inbox for all channels, ensuring no message or email is missed.
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Intelligent routing directs queries to the most qualified agent, based on skills, availability, and customer history.
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Real-time analytics track performance and highlight trends, enabling data-driven decisions.
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Customers resume conversations seamlessly, even when switching between voice, chat, or email.
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Your system integrates with CRM and helpdesk tools, keeping all customer data synchronised and up to date.
Why Partner With Us
We don't just implement technology - we build solutions that align with your customer experience goals. Our expertise in open-source VoIP and bespoke integration ensures your contact centre is flexible, scalable, and future-proof. As demonstrated in our Contact Centre Operations Hub , we deliver measurable improvements in response times, resolution rates, and customer satisfaction. Combined with our SLA-Based Technical Support, you gain a reliable partner committed to your long-term success.
Our focus on seamless interaction and personalisation sets us apart. We work closely with your team to understand your unique challenges and tailor a solution that fits your workflows. Whether you're upgrading an existing system or starting from scratch, our approach guarantees a smooth transition and tangible results.
Deliver service that feels personal, no matter the channel. Context-rich interactions create happier customers.
