Omnichannel Solutions

Streamline and enhance the customer service experience while creating efficiencies with an omnichannel system.

We understand the importance of the customer experience matching the customer expectation. Aureon Contact Center’s omnichannel solution creates a seamless customer experience across all channels: telephone, email, chat, and social media. Your customers can contact us any way they want, when they want, and our omnichannel system will provide them with a consistent customer experience.

Many organizations have a multi-channel experience, with a presence on different social platforms, a website, and a customer service call center, yet there is a separate customer experience across each of those channels. With an omnichannel solution, instead of relying on information from each disparate platform, those same platforms are housed within one cohesive system that gathers all relevant data into one place for a more effective and efficient customer experience.

A Consistent Customer Experience

Integration of Aureon Contact Center’s omnichannel solution and your CRM platform can help create a seamless customer experience. Information logged in these systems provides context into the customer issue making our agents more efficient and providing your customers with a better overall experience. The data provided by the system is also used in our forecasting and scheduling with the goal of creating capacity plans that maximize efficiencies. 

Aureon Contact Center’s omnichannel solution is an all-in-one customer experience platform. The platform consolidates the contact center and business communication solutions. Workforce Management and Quality Assurance are included within the business solution to provide a seamless solution to maximize resources and workflows.

With voice, email, live chat, and social media capabilities, our omnichannel platform provides customer service specialists with everything they need to know about your service goals and how to deliver a positive customer experience every time.  

Whatever channel your customers choose, they are connected to the best qualified agent in a single intelligent and unified queue. This allows our team of expert agents to provide the highest level of customer care, while delivering consistent and accurate information with the utmost efficiency. Every customer interaction is handled in a consistent manner even during different times of the day or day of the week. 

Benefits of an Omnichannel System

There are a number of benefits to an omnichannel customer experience, including:

  • Reduced call times
  • Reduced customer-agent interactions
  • Fewer agents working at a time
  • Cost savings 
  • Seamless customer experience