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News - Feature Friday's
05/08/2022 - Jodie Penk

Stay connected across any channel, at any time with 3CX’s omnichannel functionalities

COVID-19 has dramatically changed how we work and being connected to your customers is more important than ever. Hybrid working is the new normal meaning agents and employees are no longer tied down to their desks and embrace working on the go!

With 3CX’s omnichannel functionality, you can work from any device, at anytime from anywhere in the world. Answer, transfer and resolve any customer queries from your mobile, desktop or via web chat quickly and efficiently. 3CX offers simple integrations that will enhance your business’s success whilst still being as customer-facing as a traditional phone call.

The most recent omnichannel integration to come to the 3CX scope is WhatsApp. WhatsApp is the most popular messaging service in over 100 countries due to its global appeal and ease of use, with over 2 billion users worldwide. WhatsApp integration enables your agents to send and reply to WhatsApp messages directly from 3CX. Messages are delivered into the same chat panel as live chat, SMS, and Facebook messages making replying to multiple channels simple for your agents. As well as this, the impressive skills-based routing feature of 3CX is also available through WhatsApp. This means that your customers can receive prompt and bespoke responses from agents who specialise in their queries. This therefore ensuring customer satisfaction and appropriate, timely inquiry resolutions.

As well as this, the WhatsApp integration also offers all of the reporting features from the traditional 3CX phone system. Effortlessly track agent performance and reply time across all communication channels to ensure your business SLAs are being met at all times.

If WhatsApp isn’t your preferred application, 3CX also offers integration across the following communications channels:

  • Live chat
  • Facebook Messenger
  • SMS
  • Video conferencing
  • Web Chat
  • Desktop
  • Mobile – IOS / Android

Why choose 3CX as your omnichannel contact centre?  

Phone, Fax & Voicemail – Basic phone communication remains the core of communication for many businesses.

Video Conferencing – Customer service agents can launch built-in web conferencing and video calls from the web or mobile apps.

CRM Integration – Sync clients and access communications from Zendesk, Salesforce, Freshdesk, Microsoft 365 and other CRMs.

Live Chat – Agents can chat with visitors on a company website to convert visitors to leads, or provide another channel of customer support.

Facebook Messaging – Visitors to a business Facebook page will expect responses quickly. Integration ensures that agents will reply on time.

Text Messages for Business – SMS has become a preferred way for many people to get in touch. Integration means agents can reply from a business phone number.

Discover how 3CX’s omnichannel functionalities can increase your agents productivity and contact centre communications

Fuse 2 are a 3CX Titanium Partner!

Fuse 2 are now the official range holder of all iHub numbers. If you have any information regarding legacy iHub services please get in touch +44 330 088 0333