Contact Center
OMNItotal Contact Center offers multiple advanced options to make the customer experience even more enjoyable. You won’t ever miss an important call ever again, and your call center operations will become more efficient with real-time statistics. Even better, you can set up the application with just a few clicks.
Who is it for
Designed for high performance managers
Effective management of a call center is essential for any business. Which is why our call center solution features many customizable options to improve your operations :
- Optimize company resources
- Increase call center agent productivity and efficiency
- Improve customer service
Reduce response time and improve customer satisfaction with an innovative call queue strategy.
An essential tool for agents
Give your team the right tools. Empower your call center agents by giving them a host of self-evaluation tools that will help them improve their performance.
Our solution includes options which cover the specific needs of many different types of call centers: technical support, sales, emergency services, etc.
Operation and benefits
The state-of-the-art technology of OMNItotal Contact Center offers many benefits :
Effective call routing
To the best possible agent based on the required skillset : language, expertise, location, etc.
Better customer experience
Through our Callback feature (including voicemail detection). Customers can safely hang up after calling you, knowing they won’t lose their place in line.
Simple and easy management
Of all IP phones with the included Call Manager module.
Operations optimization
Through real-time statistics and detailed reports on dropped calls and waiting times.
Smart processes
Which enable you to quickly access and listen to all recorded calls through the admin web portal.Help your business stand out with OMNItotal Call Center.
Give your customer a premium experience with easy access to live agents and reduced waiting times.
Features
Dropped calls will be a thing of the past with real-time statistics. The Call Center Dashboard will display all the important information you need to manage calls :
- Number of calls in the queue
- Number of dropped or missed calls
- Average or maximum waiting time
- Call volume
Use advanced features to manage every aspect of your operations :
- Stealth Monitoring: Listen to a call without alerting the customer or agent
- Whisper : Discreetly assist agents during calls
- Override : Take control of a call in progress
- Call Recording : For reference, quality assurance or performance evaluation
- Queue Management: Reassign agents on the fly
Testimonials
Our collaboration with OMNIVIGIL has proved highly strategic. With our 2,500 employees in the field of security, we needed a robust contact center to respond quickly to requests. Thanks to the practical features of the call center, we also have been able to improve our management internally. Benoit Gagnon — Vice-president, Corps canadien des commissionnaires
We were recommended OMNIVIGIL telephony solution in 2015, and with good reason. We could only hope for the expertise of their team to integrate the functionalities that we needed. We can now manage our contact center in a 100% autonomous way, in addition to offering a service that meets the expectations of our clients. Stéphane Taillon — Property and casualty insurance broker and co-owner, Taillon Assurance