OMICall Call Center Software – A Solution to Enhance Customer Service Quality

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The digital age opens up many opportunities while also presenting challenges for businesses. This requires them to find new directions and technological solutions to suit current customer engagement trends. However, businesses are facing 2023 – a year of economic recession – and will certainly encounter many difficulties in terms of finance, personnel, etc. Therefore, OMICall call center software will be the optimal choice for businesses.

What is OMICall call center software?

OMICall call center software is a multi-functional software for intelligent multi-channel customer care and management, helping businesses save on call costs and not miss any customer calls. This helps businesses improve professionalism, enhance customer service quality, and encourage repeat business.

OMICall Call Center Software – A Solution to Enhance Customer Service Quality

Benefits of OMICall Call Center Software for Businesses

Cost Savings

OMICall call center software is the solution businesses are looking for: 50% reduction in call charges, no hardware costs, reduced personnel costs, and completely free internal calls.

More Effective Customer Care

OMICall call center software allows businesses to easily monitor and manage customer interactions, communicate with customers across multiple channels: SMS, Zalo, Viber, Auto Call, Messenger, Email, etc., and integrates Mini-CRM, providing the best user experience.

Increased Revenue

With an intelligent customer service system, no customer calls will be missed, optimizing the performance of customer service and sales staff, creating more sales opportunities for the business, and introducing new products that meet customer needs.

4 Great Advantages of OMICall Call Center Software

Optimized Call Line Allocation

When a new customer calls, the call center stores their phone number. When the customer contacts back, the call center automatically accesses the old data and then transfers the call to the responsible agent, saving the customer time and eliminating the need for repeated introductions.

Automated Marketing with Pre-defined Scripts

Unlike traditional call centers, OMICall call center software allows users to build call content scripts for customers, editing them according to business requirements.

Easy Management

• Monitor all calls, and manage detailed call history statistics for incoming and outgoing calls.
• The call center system will analyze and evaluate the quality of each call between employees and customers, automatically generating real-time reports. A ticket will be assigned after each call.

Multi-channel communication

Synchronizing multiple communication channels into a single system.

• Manage and nurture customers centrally using one tool.
• Save time for your customer service team.
• Store all customer interaction history.

Some special features of the OMICall call center.

Some Special Features of OMICall Call Center

Simultaneous Call Handling

The OMICall call center software can handle multiple customer calls simultaneously. This feature helps reduce missed calls and automates call forwarding to the appropriate staff member according to pre-built scenarios. Additionally, OMICall can forward calls to staff members’ personal phones if all extensions are offline.

SMS Marketing – Automated Calling Feature

SMS and voice messages sent to customers display the company’s brand name. Customers can easily identify the sender and proactively receive information, leading to better customer service and increased brand recognition.

Customer Management using CRM

• Businesses can proactively manage customer information, interact more easily, and bypass the customer conversion funnel.
• Incoming customer calls display complete information and notes about the most recent interactions between staff and the customer.
• Customer information and call logs are stored, and caller information can be retrieved.
• This facilitates more convenient multi-channel customer communication and maximizes sales conversion rates.

OMI Live Talk Feature

Live Talk is a tool that facilitates the fastest connection, exchange, consultation, and support for customers. It’s integrated into the website with various interaction methods such as chat, video calls, and audio calls, and includes a system for storing customer information immediately after interaction with staff.

• Live Talk has the potential to convert potential customers into actual customers through video call functionality.
• It increases customer trust in product and service information and convenience.
• It enhances competitiveness against rivals and changes the way customers are communicated.

Ticket feature

• The Ticket system helps manage inter-departmental tasks, consolidating all issues across channels into one place;
• The OMICall call center software’s Ticket system allows for dynamic design of all information fields and status lists;
• It provides detailed reports on ticket processing status;
• Tickets allow employees to comment and add images;
• There are reminder notifications when assigned, when deadlines are approaching, etc.

Why choose OMICall call center software?

Integrated Omnichannel Contact Center with Mini CRM

• Synchronize customer information across channels, making it easier for businesses to manage.
• Mini CRM stores complete customer-related information.
• Powerful integration capabilities.

Constantly updating with the latest technology.

• AI Technology: Intelligently converts text to speech or calls to text. Additionally, the software automatically scores customer service departments based on predefined criteria such as employee call speed, call quality, emotional response, frequently repeated keywords, etc. The conversion rate to text is over 95% accurate, with the ability to analyze language across regions and process it naturally.
• Voice Brandname: By encoding the company’s phone number into its brand name, calls will display the company/product/service/brand name on the customer’s mobile device, increasing brand awareness.

A team of high-quality professionals

• A team of staff with many years of experience in the telecommunications industry;
• A dedicated 24/7 technical support and deployment team;
• A team providing consulting on scenarios and application processes for businesses;

OMICall call center software is one of the smartest customer service management platforms for businesses in today’s digital transformation era, helping businesses operate most effectively. Register now for a free trial of our call center software to experience the best results.

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