Omnichannel Customer Service

Your customers demand great service. They don’t think about channels, they just want a great AND personalized service experience.

Omnichannel Engagement

Our Omnichannel Engagement platform is an integrated suite of intelligent, intuitive applications that enable you to engage with customers on the channel of their choice. This while personalizing interactions, preserving the context of the conversation, and making the continuation of conversations between channels effortless.

The ViPcom Omnichannel Engagement platform offers a true all-in-one solution.

Omnichannel Engagement
  • Engage customers and meet them where they are.
  • Let non-technical staff create intelligent and context-driven customer journeys for a great customer experience.
  • Proactively connect with your customers.
  • Create surveys (CSAT) on each channel to capture feedback and identify trends.
  • Let the personalized AI assistant listen, learn and help with every customer conversation.

Features

The integrated features of the Omnichannel Engagement platform help companies meet customer demands and deliver exceptional customer experiences.

Voice management
Provide customers with clear voice quality, reliability and personalization to make your brand shine. Improve callers’ customer experience (CX) with intelligent routing and automated voice features.

Digital engagement
Use the all-in-one digital customer engagement solution (including email, SMS, WhatsApp and live chat), which allows you to reach customers through their preferred channel.

Proactive outbound customer contact
Reach existing and potential customers with an increased success rate of four times compared to manual call features. Send personal messages by phone or text message (agentless), including automated voice and text notifications and outbound dialing (predictive, preview, and power).

Coordination and routing
Your staff can easily create customer journeys with a visual designer and a powerful routing engine that directs customers immediately to the right resource. This creates a hassle-free customer experience.

AI-based assistance for agents
Make sure you have a great customer experience every time by providing your agents with a personalized AI assistant that listens, learns and helps with every conversation.

Feedback opportunities
Exceptional CX starts with better feedback. Easily create and deploy surveys on any channel to capture, analyze and track customer feedback.