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About Us
Introducing a powerful collaboration between Omningage and Amazon Web Services (AWS), delivering a comprehensive, ready to use, contact centre as a service (CCaaS) solution inclusive of calls / digital transactions for small to medium sized contact centres.
Transform how you connect with your customers on the channel of their choice through our innovative, integrated platform without the financial or technical barriers to entry.
Our bundled solution for Voice, Digital or Omnichannel (Voice & Digital) offers unparalleled ease of use, scalability, and flexibility to meet the demands of modern customer service operations.
Key Benefits:
- Enterprise grade CCaaS for SMB (see Solution overview).
- Zero in-house technical skills required.
- Zero contract term or license commitments.
- Advanced features available to “bolt on” as your requirements evolve.
- Fast set up, Fast go Live.
- Simple, Predictable, all-inclusive billing.
- AWS Based technology, AWS security, and AWS resilience.
Solution Overview
Rocket CCaaS™ is a highly adaptable, cloud-based contact centre solution that revolutionizes customer service operations. Built on Amazon Web Services (AWS), it provides a robust set of features that make setting up and managing a contact centre both simple and efficient.
All inclusive, Pay-As-You-Go Pricing
One price, paid per agent per month, inclusive of licenses, calls / digital messages (email, chat, Facebook, WhatsApp etc) and support. Only pay for the agents who log in, monthly in arrears
Interactive Voice Response (IVR)
This is a highly configurable IVR for automated responses and self-service options that can be managed using a graphical interface.
Scalable
Automatically scales to accommodate varying volumes of customer contacts without managing telecommunications infrastructure.
Easy to Set Up and Manage
The setup process is quick and simple, and no specialized IT skills are required for deployment or management.
Contact Flows
Creating and modifying contact flows with a visual editor is easy, enabling personalized customer experiences without coding.
Automatic Call Distribution (ACD)
Routes calls to the right agent based on predefined rules, agent skill sets, and caller information.
Data Security and Compliance
Built with the security and privacy in mind, which complies with several international and industry-specific security standards.
Skills-Based Routing
Directs customers to the most appropriate agent based on their query and agent skill level.
Integration Capabilities
Can be integrated with various third-party services, CRM systems, workforce management, and analytics solutions.
Omnichannel Support
Provides a seamless customer experience across voice, chat, and other channels.
High-Quality Voice
Reliable voice quality and service across the globe.
Call Recording
Provides options for call recording for quality assurance and training purposes.
Data Security and Compliance
Gives agents a unified view of the customer’s profile and past interactions across all channels.
Enhanced Agent Desktop
Consolidate multiple communication channels into a single pane of glass, enabling agents to deliver seamless customer support across voice, chat, email, and social media. This reduces the need to switch between applications, thus decreasing average handling times and increasing efficiency.
It is packed with intuitive tools for real-time collaboration, supervisor assistance, and access to comprehensive customer histories and call transcripts, which empower agents to provide personalized and informed customer interactions.
Supervisor Desktop
Engineered to provide supervisors with a robust toolkit for overseeing and optimizing contact centre performance. It offers real-time monitoring capabilities, allowing supervisors to observe agent-customer interactions as they happen, which is crucial for ensuring quality and providing on-the-spot coaching or assistance.
Advanced analytics and reporting features give supervisors deep insights into call centre metrics and agent productivity, facilitating data-driven decisions to enhance overall efficiency.
