Omnichannel orchestration

Improve the efficiency of your customer service and increase customer satisfaction with an effective strategy for orchestrating your inbound and outbound contact center flows: the collection, qualification, distribution and routing of interactions are optimized.

Optimized routing

Distribute your incoming flows to the right resource to meet your customers’ needs.

Automation via AI

For low value-added requests, refer to a bot.

Unified management

Centralize your voice and digital interactions in a unified interface.

Customer satisfaction

Avoid waiting times, thanks to overflow or deterrent solutions.

Thorough understanding of customer needs

Thanks to in-depth qualification, customer data, a pre-processing bot and NLU-based semantic analysis, all your channels contribute to a better understanding of each customer’s context and intent.

Intelligent orchestration via AI

Benefit from the full power of artificial intelligence to design conversational scenarios, and manage certain interactions more quickly and efficiently thanks to omnichannel bots.

A global view of omnichannel activity

Harness the full potential of customer data to enrich your contact center conversations and strategies. All data collected throughout the customer contact journey across all your contact channels is unified on a single reporting interface.

For greater operational efficiency

Increase your key performance indicators such as customer satisfaction (CSAT) or Net Promoter Score (NPS), and improve your employees’ experience with a consolidated, scalable omnichannel contact center solution.

Functional detail

Omnichannel

Offer a variety of voice and digital engagement channels.

Single processing interface

Manage and process your interactions in a unified interface.

Unified administration

Configure your engagement strategies independently.

Unified supervision

Control omnichannel activity in real time, and leverage effective action.

Consolidated reporting

Analyze your omnichannel contact center activity.

Artificial intelligence

Optimize routing and interaction distribution strategies with AI.

Eloquant, your Customer Experience cloud platform

A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.

Omnichannel Contact Center

Voice of the Customer / Satisfaction surveys

Case studies

Because our customers say it best…

Blog

Find out what’s new in customer relations.

White papers

Read our latest white papers to discover our tips and best practices.

Are you intrigued? Need to know more before taking the plunge?

Any questions?

How does omnichannel orchestration work?

The orchestrator integrates and synchronizes all communication channels, routing the interaction to the right resource (an in-house or outsourced platform, an agency, a store…..) and then distributing the interaction to the right advisor with the right skills to respond effectively to the request.

What are the benefits of omnichannel orchestration?

Implementing a solution offering omnichannel orchestration of inbound and outbound interaction flows is a real asset for your customer service department. It has several benefits:

Improving the customer experience by providing responsive customer service across all channels.
Increase agent efficiency by centralizing customer interaction management for greater operational efficiency.
Gather customer data by obtaining in-depth information on their preferences and behaviors.
Meeting customer expectations by satisfying customers who expect a seamless, integrated experience whatever the interaction channel.
Personalize interactions using collected data