The essence of omnichannel platforms is the customer journey – specifically providing a seamless experience. This means when a client calls after a web chat conversation earlier in the day, the agent who answers can see the messages they sent and any responses. The agent then has the context to help the customer more effectively. This points to several benefits of the omnichannel approach.

The 3CX Management Console is the home of all your management needs. Easily access agents’ call history, call recordings and statistics in one localised environment making those end-of-the-week reviews much easier! Access the performance of your team as a whole or narrow the searches down to an individual simply within the console.

The management console is also where you can access important details such as emergency numbers, agent extensions and phone provisioning.

Call Queues allow calls to be queued, so that agents can take calls when they are available. If all agents are busy, calls are kept waiting until an agent is available. Call queues allow you to set different triggers throughout your 3CX phone system to enable the most effective customer journey. This includes – ring time, destination if no answer, music on hold and many more. You can also prioritise calls meaning high-priority calls will be treated with more importance than a general call and will be automatically ‘fast tracked’ to the front.

The priority of the call is determined through the options that the customer selects.

In depth call reporting is essential for gaining real-time insights into your contact centre performance and customer needs. With 3CX’s advanced Call Reporting feature, you can utilise reports to make informed decisions about your business, restructure your call centre, optimize agent productivity and increase customer satisfaction.

• Evaluate individual call centre agent performance.
• Check how well agents perform as a team.
• Get insights into the customer experience.
• Take action to restructure and streamline the customer journey