myOmniDesk CCaaS
myOmniDesk™ is a comprehensive cloud-based contact center management platform designed to revolutionize customer service operations. Built on the industry-leading Amazon Connect CCaaS platform, myOmniDesk leverages AI, real-time analytics, and cloud technology to offer a unified solution that greatly enhances the effectiveness, usability, and functionality of Amazon Connect, ensuring a highly scalable and customizable, rock-solid application for customer service excellence.
Why Previse
myOmniDesk represents a significant leap forward in contact center management, delivering comprehensive benefits through its innovative use of AI, real-time analytics, and cloud technology. By integrating advanced features, providing a unified front-end with omnichannel capabilities, and leveraging strategic insights from industry leaders, myOmniDesk sets a new standard for efficient, effective, and customer-centric service.
Key Features
Comprehensive Integration
myOmniDesk integrates all essential contact center functionalities into a single platform, reducing the need for multiple disparate systems, and streamlining agent and supervisor operations.
AI-driven Automation
Leveraging advanced AI, myOmniDesk automates routine tasks and guides agents through complex interactions, significantly improving efficiency and accuracy. Real-time mood assessment and transcription enhance the quality of customer interactions.
Real-time Analytics
Provides immediate insights into customer interactions, enabling timely adjustments and proactive decision-making. This data-driven approach helps businesses address customer concerns quickly and effectively.
360-Degree Customer View
Aggregates customer data across all channels, providing deeper levels of integration and business specific customization, enabling a more personalized and fully informed service experience for customers.
Scalability and Flexibility
As a cloud-based solution, myOmniDesk offers unmatched scalability and flexibility, allowing contact centers to adapt to changing business needs and support remote work seamlessly.
Cost-Effectiveness
By consolidating multiple tools into a single platform and leveraging cloud technology, myOmniDesk reduces operational costs and simplifies the technology landscape.
Success Metrics
Operational Efficiency
A reduction in average handling time (AHT) and improvements in first call resolution (FCR) rates.
Agent Productivity and Morale
With more streamlined workflows and a reduction in the number of manual and repetitive tasks, Agent turnover rates and training costs are reduced while employee satisfaction increases.
Customer Satisfaction
Faster, more personalized service, and providing more options to get the answers customers need, improves customer satisfaction (CSAT) and net promoter scores (NPS).
Cost Reduction
The streamlined automated process and tight systems integration provided by myOmniDesk greatly reduces call handling times and therefore the number of resources required to handle calls and the number of disparate systems required to fully operate a contact center.
What Our Clients Say
“myOmniDesk has given us a number of effective enhancements on top of our Connect environment that make our Agents lives better and more productive. The number one benefit we have seen is the virtual elimination of swivel chair support from our Agents. Everything is at their fingertips and additional system access requirements are almost down to zero.”
