Omnichannel customer support is when you offer seamless interactions across various channels like SMS, WhatsApp, inbound and outbound calls, video conferencing etc. An omnichannel contact center solution enables you to manage all these conversations from one place.

Absolutely. Exotel’s omnichannel contact center solution offers precisely that. You can send SMSes, make calls, receive calls and even have video conferences with Exotel. Not only that, your admins can also manage devices and permissions, assign tickets, add/remove agents etc., all remotely.

Whether your customers are calling a virtual number, which is routed to remote agents, or your agents are usin to make outbound calls, every conversation is securely routed through our cloud contact center. This solution tracks and monitors all calls, including information such as time of call, its origin, duration etc.

Businesses use contact center solutions to offer omnichannel customer support. Some channels like text messaging can be cost-efficient when compared to voice. On the other hand, video conferencing might be effective in problem-solving and building trust. Any business that offers support across all these channels needs a unified interface to manage them — this is what a contact center solution provides.

Call center solution enables you to manage inbound and outbound calls. It is exclusive to voice as a channel. Contact center solution empowers you to offer an omnichannel experience.

If you’re using voice as the only channel, then a call center solution is enough. You can use a call center solution to manage voice and choose other tools for WhatsApp, text, video conferencing etc. However, these conversations will be siloed. Your agents will not have a complete view. This means that every time a customer contacts on a new channel, they have to repeat themselves. This will significantly affect the customer experience.

Please schedule a callback for details of Exotel’s pricing.