Omnichannel Contact Center

Seamless, Cross-Channel Customer Journeys

Omnichannel contact center integrate all contact channels and touch points on one platform. All inbound and outbound contacts are assigned via centralized routing of the optimal resource in your contact center system. Consistent reporting allows superior control. Due to uniform channel communication, an omnichannel contact center enhances customer experience and helps you to employ your resource in an optimal way.

  • Seamless switching between contact center and employees
  • Central recording of all of the customer journey's data
  • Consistent quality of customer service
  • Reporting: analytics/big data
  • Integration of all channels (voice, chat, email, fax...)

Omnichannel Combined with Artificial Intelligence and Automation – for the Customer Experience of the Future

With current technologies, it is possible to make business processes more flexible and to save costs at the same time. Combining omnichannel contact center software with AI and RPA software creates solutions that take your customer service to the next level: processes can be automated end2end. As a result, you save a lot of costs and maximize the quality of your customer service.

In this context, FIEBIG serves as an integrator: we use innovative and disruptive technologies from market leaders, startups and in-house developments to create the perfect package for you, which we adapt to your existing structures.

Real-Time Communication

Communication Enabled Business Processes (CEBP)

By using a RESTful API, our CEBP solutions empower customers to initiate real-time communication directly from applications and processes – without complicated integration with existing TK infrastructures of CTI interfaces.

 

Features

  • Advanced call control
  • Queue
  • Conference
  • Recording
  • Routing
  • Speech recognition
  • Text to speech

Your Benefit

  • Fast
  • Flexible
  • Low-priced