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Boost Conversions Everywhere
Maximize revenue while saving time and minimizing effort with 100+ advanced automation features and 35+ integrations.
Trusted by 4,000 companies worldwide
Streamline Calls & Collaboration
Maximize Efficiency with VoIP
Maximize Efficiency with VoIP
Empower remote work, save on call costs, and expand reach with VoIP. Unlock advanced features and integrations for optimal customer experience.
Streamline Service with IVR
Enhance support with multi-level IVR. Automate frequent questions and route customers to the right agents efficiently with an audio assistant.
Always Reach Your Clients with SMS
Ensure near-100% open rates by automating text messages. Send tailored notifications to diversify communication and enhance client engagement.
What Is a Multichannel Call Center Solution?
It’s a solution that allows you to create better, more personalized customer experiences on all your company channels. Tailor your content and tone of voice to suit your audience on phone calls, SMS, social media, and email, and boost your conversions and overall performance.
CloudTalk is a lifesaver for our business. It has a clean interface and the features are intuitive, you can look at any page and know how to use it. They offer features that I didn’t even know we needed until we started using them and they worked seamlessly for our business. Customer support responds quickly with questions so there is no down time getting it set up…
Lindsey A., Partner at All City Property Services
Exceed Customer Expectations with Advanced Automation
Don’t leave your customers hanging (up) ever again. Ensure no call goes unanswered with a suite of VoIP-powered features, including callback, voicemail, auto-answer, and more. Or, let your clients access answers to their most burning questions with a variety of self-service options, like an IVR FAQ option or an online knowledge base.
The layout of CloudTalk is the absolute winner. It is effortless to use, and you can purchase new phone numbers through the site and get them quickly. In my case, it only took a couple of hours to get my phone numbers set up and working. The platform comes with a nice app for windows, mac, and also mobile devices, which is great for some of our customer support agents who don’t use a physical IP phone…
Verified User in Retail, Small-Business
WhatsApp Inbound Messages
With millions of daily active users across more than 160 countries and a 99% message open rate, WhatsApp is one of the most popular chat platforms in the world. And now, it can also be your path to better customer service and smoother sales!
Great coverage of locations in many different countries, this capability was one of the most important benefits, as well as a great cost-benefit relation. I do recommend CloudTalk for your phone tracking resources.…
Fabricio V., Global Digital Marketing Specialist at
Ingersoll Rand
Plans worth every dollar
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
See customer story
"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."
Sara Konickova Sales Ops Manager
See customer story
Related Content
FAQs
What is a Multichannel Call Center?
A multichannel call center is a contact center that offers customers various channels for communication, including voice, email, live chat, social media, and messaging apps. A multichannel call center ensures customers have the flexibility to choose their preferred channel for communication and offers a seamless experience across all channels. This can help increase customer satisfaction and improve customer retention rates.
Learn more about different types of call centers.
What is the difference between a Multichannel and an Omnichannel Call Center?
Multichannel and omnichannel call centers are two different types of contact centers. A multichannel call center offers customers various channels for communication, but these channels may not be integrated.
In contrast, an omnichannel call center offers customers a fully integrated experience across all channels. This means that regardless of the channel the customer uses to contact the call center, the agent will have access to all relevant information from previous interactions across all channels.
What are the top 3 best practices for multichannel Call Center Solutions?
Don’t Go Overboard on the Number of Channels
Providing high-quality customer service on a few channels is better than poor service everywhere. Make sure to choose channels that complement your company and customer base. The core channels should include voice, SMS, email, and web chat/chatbots.
Leverage AI & Self-Service
Up-front costs of AI and self-service options may seem high, but they’re nothing compared to how much money they’ll save and make you. We recommend you use tools like live transcriptions and sentiment analytics to create strong customer profiles. Then, put them to good use in IVR menus and chatbot scripts for FAQs and quick ticket resolution.
Track the Correct Metrics
Chasing vanity metrics won’t do your business any good. Keep it simple and focus on the ones with the biggest impact on your bottom line. These include Customer Satisfaction Score (CSAT), First Call Resolution (FCR), call volume, avg. time in queue, Customer Retention Rate (CRR), and Average Speed of Answer (ASA).
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
