Discover omnichannel communications for retail businesses

Exceed retail consumer expectations with cohesive communications that enable you to meet customers on their preferred channels, while enjoying best-in-class contact centre routing and analytics, and enhanced collaboration between front and back-office teams.
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Enhanced efficiency, improved customer experience

Ensure customer enquiries reach the right agents first time, every time, with intelligent routing and a chronological view of all interactions across every communications channel, with advanced AI-driven insight to track and improve customer experience.

Omnichannel customer experience

Deliver cohesive support to customers on their preferred channels. WhatsApp Business, Facebook, Instagram, Twitter, web contact forms and live chat (including chatbots), SMS, email, and phone calls – centralised to a single, intelligent console.

Seamless third-party integrations

Integrate with an unrivalled number of business-critical software solutions including leading CRMs, eCommerce, shipping, and accounting services, and marketing software, so your agents have all the information they need on a single screen.

AI-driven business insights

AI-driven voice and speech analytics identify key words and phrases of callers, as well as emotive cues including voice volume, pace and tonality to track customer sentiment and agent performance – giving valuable insights to help businesses improve their support.

Supporting flexible working patterns

With software-based UCaaS solutions, all that’s needed is an internet connection to access a full suite of cloud communications features, including full access to all the call queues whether in the office or working from home.
This means customers can always reach the right person, 24/7, whether it’s a service enquiry, an accounts issue, or a supply chain query, while internal teams remain more connected, with business silos broken down.

Meet your customers where they are

Centralise voice, email, and social media interactions. and deliver consistent support, regardless of where a conversation started, with advanced call routing and analytics across channels.
  • Traditional channels including calls, SMS, and email
  • Social media, including Facebook, Twitter, and Instagram
  • Comprehensive support for WhatsApp Business
  • Web contact forms, live chat, and AI-driven chat bots.

Integrate with business-critical solutions

Increase agent efficiency by providing them with all information pertaining to customers and their orders in a single platform.
  • Two-way integration into Salesforce and Zendesk.
  • Access order and delivery information with e-commerce tools including EKM and Shopify.
  • Review invoices, payments, and returns with integration into Xero.
  • View email marketing campaigns in platforms including Mailchimp and Klayvio.

Management tools and analytics

Live reporting and wallboards provide real time insights on how inbound customer queries are being managed, including calls answered, talk time, wait times, unanswered calls, and more.
AI-driven voice analytics spots keywords and phrases, as well as voice pace, volume, pitch, and tonality, providing actionable data for optimising customer experience, also helping businesses to quickly resolve disputes and train staff.

Products to meet your unique business needs

CallSwitch UCaaS Logo

Our industry leading UCaaS solution enables teams to centralise voice, video, instant messaging, call recording, online meetings, and more, on the devices that work best for them.

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Omnichannel made simple, with voice, email, web-chat, social media, WhatsApp Business, and more, centralised to a single screen, with seamless third party integrations and ticketing.

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Our cloud-native compliance call recording solution, including AI powered transcription, PCI redaction, voice analytics and sentiment analysis - secured with military grade encryption.

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