Voxco Omnichannel Call Center

Delight your customers and agents with an exceptional experience using Voxco’s omnichannel call center solutions. Reaching out to customers has never been so easy!

Voxco is trusted by the 450+ Global Brands in 40+ countries

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What is an omnichannel call center?

An omnichannel call center allows customers to reach out for help whenever they want, through any medium they prefer. Using an omnichannel call center ensures that customers don’t have to explain their issues again to agents every time they switch a channel. In fact, it empowers them to switch communication channels (like phone, email, text (SMS), or social media) with ease. By effectively syncing up all customer data, the omnichannel call center makes agents aware if a customer is approaching them for the first time or 15th time.

See what question types are possible with a sample survey!

Why businesses should invest in omnichannel call centers?

Different customers have different needs

When it comes to service, all customers have different needs. While some prefer their hands held by agents, some want to do everything on their own without seeking help. However, all of the customers need a fast and effective solution to their problem. With an omnichannel call center, you can personalize the customer experience depending on how they want to reach out. By unifying customer interactions, it lets you deliver a consistent CX across every channel.

Agents can add consistency to every experience

In today's time, delivering an omnichannel customer experience has become a key differentiator for ensuring success. With the increasing customer expectations, every brand needs to execute an omnichannel strategy perfectly. This builds extreme pressure on the call center teams as when agents aren't able to keep pace with customer needs, the idea of “perfect” slips out of the window. Using an omnichannel call center helps to minimize agent effort and make it easy to pacify the frustrations of the customers.

Digital channels are becoming immensely popular

Phones have become an extension of humans in today's time. As an average US citizen spends around 5.4 hours on the phone every day, most of them turn to mobile options in case of customer service. They prefer using channels like chat, social media, or self-service options before dialing a customer service line.

As customers require service on their terms, 77% of them have a positive perception of brands that offer quick customer service channels like texting. Investing in an omnichannel call center helps you deliver service according to the needs of modern customers. This empowers you to stay ahead of the competition that’s still stuck up with desk phones.

How Voxco can help you make the most of your omnichannel call center?

Enhanced Call Center Productivity

Automated Dialing

Voxco offers fully or partially automated dialing modes that ensure your agents don’t have to manually dial numbers unless required. Learn more about dialer automation here.

Customizable dialing algorithms

Voxco’s cloud dialer relies on intelligent calling algorithms that are dedicatedly tailored for seamless blending of inbound and outbound calls.

Single system peace of mind

With Voxco’s omnichannel call center solutions, you don’t have to be concerned about interaction issues with third-party dialers. Depending on your predefined rules, Voxco Dialer starts dialing from the word go.

Flexible Dialing Modes

Preview Mode

Our omnichannel call center software automatically pushes phone numbers onto agents’ screens, making them review each case. Agents can either instruct the dialer to make a call or manually dial when ready.

Predictive Mode

Being a fully automated dialing mode, our predictive mode uses an algorithm for predicting the agents’ availability and constantly adjusts the dialing rate accordingly. This helps call centers maximize call productivity and reduce call drops.

Power Mode

Also known as progressive mode, the power mode is a fully automated non-predictive dialing mode. Its dial rate is set to prevent dropped calls. As the outgoing calls are based on agent availability, it enables you to balance zero-drop rates with high productivity.

Manual Dialing

Using Voxco TCPA Connect, US-based call centers can gain access to 4 manual dialing deployment scenarios, that empower them to improve productivity through integrated call monitoring, accurate statistics, as well as automated distribution.

Learn more about omnichannel call center software telephony features here.

Minimize downtime

Instant connections

Voxco’s omnichannel call center software connects callers with live agents instantly – no other system does it faster.

No more wrong numbers

By seamlessly cleaning your call list and removing out-of-service numbers, Voxco Dialer ensures that time isn’t wasted on bad calls.

Adjustments as per current call scenarios

Voxco Dialer helps you maximize productivity while reducing dropped calls. It adjusts the rate at which calls are placed according to changes in the answer rate.

Learn more about improving omnichannel call center productivity here.

Integrated Communication Channels

Omnichannel availability

Voxco’s call center software solutions enable your support to be available on diverse channels such as email, social media, live chat, phone, etc. This provides customers multiple channels to directly interact with your brand.

Seamless Customer Experience

With an omnichannel presence, agents can seamlessly switch between channels while resolving customer queries. With an omnichannel call center software, agents can easily access the customer history across various channels and offer a relevant resolution quickly.

See what our clients say about Voxco

Why trust Voxco for your omnichannel call center needs?

Extensive feature set

Extensive feature set

Voxco IVR, Cloud-dialer, and CATI software come with cutting-edge functionalities like call blending, flexible quotas in-call routing that empowers you to gain an edge over the competition.

Advanced Analytics

Advanced Analytics

Gather customer data across multiple channels and leverage powerful analytics tools to uncover actionable insights from them. Voxco dashboards empower you to create customizable reports for your stakeholders.

Matchless Scalability

Matchless Scalability

Voxco’s flexible omnichannel call center software helps you to scale up with the increase in demand, as and when required.

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Manual Dialing

With Voxco TCPA connect, US-based call centers can gain access to a productive manual dialing environment. Know more about Voxco TCPA connect.

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Premium support and service

Voxco's best-in-class support teams work round the clock to help you get the most from your omnichannel call center software.

Single Vendor Advantage

Single Vendor Advantage

With Voxco, you don't have to think about compatibility issues with other telephony systems or third-party dialers. All you need is a single provider and support/licensing agreement!

Switch to Voxco Telephony System to improve your Call Center Productivity by 40% or more 

Voxco CATI

Powerful phone survey software with advanced telephony features for contact centers of call centers of all sizes

Voxco IVR

Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

Voxco Dialer

Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

Survey organizations around the world have maximized their phone survey ROI with the advanced features, hosting options, seamless telephony integration, and flexible pricing of our CATI software.

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