Customer service is the ultimate frontier where businesses can set themselves apart from the competition. As customers increasingly expect businesses to be available 24/7 across different channels, a seamless contact centre is a must for businesses who want to deliver exceptional customer experience and satisfaction.
However, contact centre challenges abound:
- Siloed data
- Limited visibility into a customer’s journey
- Fragmented customer experience
- High agent turnover
- Costly maintenance and enhancement
OneUC CCaaS can help address these pain points with our omnichannel contact centre solution that combines voice, video, email, social media chat, with intelligence all on the same cloud platform.
AI & automation
OneUC CCaaS is truly an unmatched, robust future-proof solution that combines best-in-class technology:
- Powered by Genesys, a global leader in omnichannel customer experience and contact centre solutions
- Built on Amazon Web Services (AWS) with unlimited capacity across the globe
- Unparalleled reliability, security and disaster recovery with all customer data hosted in Singapore
- Available on-demand with scalability for organisations of any size
- Continuous delivery model eliminates on-going maintenance and upgrading needs
Better customer engagement
Omnichannel routing that engages customers across channels and connecting them to the right agent on first contact, regardless of channel.
Smarter customer experience
Conversational AI Chatbot and Voicebot to streamline and better handle customer requests.
Improved agent handling
Customer journey tools and CRM integrations that supply agents with context for personalised service delivery resulting in improved agent experience.
Historical and real-time data across all channels in a single view with the ability to sort, filter, drill down and build custom reports for analysis.
- Voice channel
- Interactive Voice Response
- Intelligent ACD routing
- Real-time agent board
- Historical reporting
- Voice Recording
Omnichannel Contact Centre
- Voice, Email & Chat
- Advance Outbound Campaigns
- Inbound / Outbound Blending
- Screen Recording
- Quality Management