Call Centre Solution: OmniContact
With OmniContact, call centres can harness the full potential of modern communication technology to foster stronger relationships, enhance efficiency, and drive growth.
Every channel your business needs in a single platform - from calls to live chat, social media messaging to WhatsApp. OmniContact will integrate it all into a single unified platform.
Benefits:
- Manage calls more effectively
- Reduce wait times
- Improve customer satisfaction
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What our customers say
Some companies Exco teams believe they are above dealing with you as a customer. That’s not the case with Saicom. Their team is really exceptional. They are truly market leaders when it comes to overall service.
Colin Corbett
Chief Information Officer, Bidvest Steiner
The differentiator for us is Saicom’s ability to deliver both customer service and technical expertise. The team took the time to understand our business requirements and ensured any issues would be addressed as quickly as possible.
Raymond McIntyre
Senior General Manager, Platinum Life
Saicom was willing to do whatever was necessary to ensure our systems were working optimally. The company adapts to our needs and manages our network and telephony outcomes on our behalf.
Easy to work with, coupled with reliable systems and great ongoing support.
I would like to commend Saicom on their incredible management and support of the Cloud hosted PBX VOIP, Connectivity, VeloCloud and Firewall services we buy from them. The business impact on our organisation has been huge in the sense that we save significant amounts on all of our calls and our connectivity is stable and always working.
Robert Cousins
Chief Technology Officer, SABJE
OmniContact can address all your business needs
Call Centres (Inbound/Outbound)
Optimise your call centre operations with our Omnichannel solution. OmniContact is especially beneficial for call centres, empowering both inbound and outbound teams to manage calls more effectively, reduce wait times, and improve customer satisfaction through integrated communication channels and analytics.
Customer Support
Provide personalised assistance and build stronger relationships.
Sales Teams
Nurture leads, track progress, and close faster with OmniContact.
Small Businesses or Large Enterprises
Segment and target your audience for more effective campaigns.
Marketing Teams
A simple yet powerful contact management solution that fits your budget.
3 steps to getting your OmniContact solution up and running
Follow these three simple steps to get your tailored technology solution up and running with Saicom.
Step 1
Reach out to Saicom's sales team to discuss your Call Centre needs and schedule a consultation
Step 2
Saicom's experts will assess your requirements, propose a tailored solution, and guide you through the onboarding process to ensure a smooth transition to Saicom OmniContact
Step 3
Start enjoying the benefits of this powerful Omnichannel platform
About OmniContact
In today’s rapidly evolving business landscape, effective communication with customers lies at the heart of success. Businesses need more than just conventional communication tools; they require innovative solutions that can adapt to the ever-changing demands of the digital age. Saicom is your trusted partner in communication technology, offering specialised support for businesses of all kinds, including those operating in the dynamic call centre sector.
At Saicom, we understand that businesses of all sizes and industries, especially call centres specialising in both inbound and outbound operations, need a cutting-edge communication platform that seamlessly integrates various channels and empowers them to connect with customers on a deeper level.
Saicom is excited to introduce OmniContact as a service. This powerful Omnichannel solution is designed to elevate your customer communication strategies to new heights, offering a comprehensive suite of features and capabilities that will transform the way you engage with your clients. With OmniContact, call centres can harness the full potential of modern communication technology to foster stronger relationships, enhance efficiency, and drive growth. Whether you are a small business, a sales team, a large enterprise, or a call centre focused on delivering exceptional customer service, OmniContact is tailored to meet your unique needs and empower your contact management efforts.
Many businesses, particularly call centres grappling with disorganised contacts, missed opportunities and inefficiencies in their contact management, will benefit from the comprehensive solutions offered through OmniContact.
Key features
Effortless Contact Management
Categorise, track and engage with your contacts like never before. OmniContact's user-friendly interface simplifies every aspect of contact management
Task and Reminder System
Never forget a follow-up or important deadline again. OmniContact keeps you on track with a built-in task and reminder system
Integration Capabilities
Seamlessly integrate OmniContact with your existing tools and software to create a unified and efficient workflow
Call Recording
Automatically record incoming and outgoing calls for compliance and quality assurance
CRM
Built-in CRM functionality or integrate with your current CRM
Live Dashboard
See real-time statuses and listen in to your team in real-time
Self-learning
OmniContact intelligently learns how to route incoming interactions to the correct departments.
Ticketing
Allow your customers to log issues across any channels allowing you to effortlessly track tickets and continue conversations across all channels.
Communication Channels
Every channel your business needs in a single platform - from calls to live chat, social media to WhatsApp. OmniContact will integrate it all into a single unified platform.
Insightful Analytics
Make data-driven decisions with powerful reporting and analytics tools. Understand your contact engagement and conversion rates.
Automated Dialling
Improve agent productivity by having the system automatically make outgoing calls.
Calling Scripts
Present your agents with relevant scripts and information.
Voice Quality
Saicom's state-of-the-art redundant voice platform, coupled with the implementation of Quality of Service (QoS), guarantees the prioritisation of your voice traffic, ensuring optimal performance and delivering clear, crisp audio throughout your calls.
Benefits
Security
OmniContact provides a solution that ensures the security of your data at all steps of the journey – from the customer, to the data centre, through to disaster recovery. Protecting your customer’s personal information has always been important. With the introduction of GDPR, CCPA and POPIA, the consequences of any breaches of security have never been more severe. Never mind the reputational damage and the potential media exposure any breach would bring.
Integrations include:
Callbi
Dialogflow
Diarize Me
Dynamics
EKM
Hellopeter
Hooyu
Klaviyo
Magento
Office 365
Ozow
Salesforce
ServiceNow
Shipstation
Smile ID
Teams
X
Woo Commerce
Zendesk
Mailchimp
Shopify
Xero
Frequently Asked Questions
What is Saicom OmniContacts role in call centre management?
Saicom OmniContact plays a crucial role in call centre management by providing a comprehensive contact management system designed to streamline inbound and outbound communications, enhance agent productivity, and improve overall customer service
How does Saicom OmniContact work?
Saicom OmniContact works by allowing users to input their contact information into the system manually or import contacts from various sources such as email accounts or CRM platforms. Once contacts are added, users can organise them into groups, tag them for easy categorisation, and utilise advanced search functions to find specific contacts quickly
Can I access Saicom OmniContact on multiple devices?
Yes, Saicom OmniContact is accessible across multiple devices, including desktop computers, laptops, smartphones, and tablets. It offers compatibility across different operating systems, ensuring you can access your contacts wherever you go
What digital channels does Saicom OmniContact support?
Saicom OmniContact supports various digital channels commonly used for communication and contact management, including email, phone, social media platforms, messaging apps, and more.
Can I integrate my email accounts with Saicom OmniContact?
Yes, Saicom OmniContact allows you to integrate multiple email accounts, including Gmail, Outlook, Yahoo Mail, and others, to manage contacts associated with those accounts within the platform
Is Saicom OmniContact suitable for remote call centre operations?
Yes, Saicom OmniContact is well-suited for remote call centre operations, offering cloud-based accessibility and remote agent capabilities. Agents can access the platform from anywhere with an internet connection, enabling flexible work arrangements without compromising productivity or customer service quality.
Does Saicom OmniConrtact support integration with CRM systems for call centre operations?
Yes, Saicom OmniContact offers integration with popular CRM (Customer Relationship Management) systems such as Salesforce, HubSpot, Zendesk, and others, to enhance call centre operations. This integration ensures seamless data synchronisation between Saicom OmniContact and CRM platforms, enabling agents to access customer information and provide personalised service.
Can Saicom OmniContact be used for inbound call management?
Saicom OmniContact offers features specifically designed for inbound call management, including call routing, IVR (Interactive Voice Response) integration, call queuing, and intelligent call distribution to ensure efficient handling of incoming calls
Does Saicom OmniContact support outbound calling campaigns?
Yes, Saicom OmniConact facilitates outbound calling campaigns through its dialer functionality. It allows call centre agents to make outbound calls efficiently while providing features such as call scripting, call recording, and campaign management to enhance productivity and effectiveness
Is my data secure with Saicom OmniContact?
Yes, Saicom OmniContact prioritises data security and employs robust measures to protect your contact information. It utilises encryption protocols to safeguard data transmission and storage, and regularly updates its security measures to address potential vulnerabilities
How does billing work?
On signing up for the Services, the Customer will receive a bill for the non-recurring upfront costs as well as one month recurring monthly cost. The Customer will not be billed the monthly recurring cost for the month in which it goes live, the monthly billing will continue from the month post go-live, and continue thereafter on a monthly basis for the duration of the contract term.
