Teltronics :: OMNIWorks® Contact Center Solution

OMNIWorks Contact Center provides a unified approach to:

Seamlessly managing customer interactions across virtually all types of communication media (voice, email, web chat etc)
Routing customers based on customer needs and agents’ skills
Optimizing the use of agents across all locations using IP Telephony
Tracking and analyzing data for contact center performance and management reports, key to measuring and managing Contact Center performance

The OMNIWorks Universal Routing Engine

OMNIWorks Benefits:

Simplify interaction between the business and its customer
Offer customers and prospects the most convenient method of contacting the company
Consolidate various communications media into a single, streamlined customer care solution
Protect contact center investment as technology evolves
Improve management of call volumes and agent availability through skills based routing
Enhance customer loyalty by consistently delivering lower wait times and reduce call abandon rates
Lower customer-servicing costs