Omnichannel Contact Center
Omnichannel Contact Center Platform
With the Latera Omnichannel Contact Center Platform, easily connect with customers across various channels and manage all interactions in one place for a smooth experience.
Voice System
Advanced and Seamless Voice Solutions
-
Call Routing (ACD)
Automatically route calls to the best available agent for fast and efficient support.
-
Interactive Voice Response (IVR)
Streamline customer interactions with self-service options through customizable IVR menus.
-
Computer Telephony
By integrating phone and computer systems, you can provide agents with real-time customer data during calls, enhancing their ability to assist effectively.
-
Integration (CTI)
Improve communication by connecting telephony systems to customer databases and business applications for better efficiency.
-
Voice Recording
Record and store calls for quality assurance, training, and compliance purposes.
-
Call Management System (CMS)
Track, manage, and report on call metrics to ensure consistent performance and customer satisfaction.
-
Wallboard Monitoring
Display real-time call data on dashboards to monitor agent performance and call center activity.
-
Support Outbound Call
Facilitate outbound campaigns with advanced call management and dialer features.
-
Support VoIP
Use VoIP technology to handle calls cost-effectively while maintaining high call quality.
-
Create Ticket, Update Ticket, etc.
Quickly generate, update, and manage support tickets from a single platform.
-
Log Interaction (Agent vs Customer)
Track detailed logs of every customer-agent interaction for transparency.
-
Single Sign On (Dashboard Agent Tools)
Simplify agent workflows with one-click access to all tools.
-
Customer Management
Centralized customer data for enhanced engagement and tracking.
-
Dashboard & Reporting
Access real-time insights with customizable dashboards and reports.
-
Interaction by Channel (Voice, Email, WA, Livechat, etc.)
Seamlessly manage interactions across voice, chat, email, and social channels.
-
Escalation to Backroom
Streamline complex issues by escalating tickets to the appropriate team.
-
Performance Management
Monitor and evaluate agent performance to improve customer satisfaction.
-
Create Ticket, Update Ticket, etc.
Quickly generate, update, and manage support tickets from a single platform.
-
Log Interaction (Agent vs Customer)
Track detailed logs of every customer-agent interaction for transparency.
-
Single Sign On (Dashboard Agent Tools)
Simplify agent workflows with one-click access to all tools.
-
Customer Management
Centralized customer data for enhanced engagement and tracking.
-
Dashboard & Reporting
Access real-time insights with customizable dashboards and reports.
-
Interaction by Channel (Voice, Email, WA, Livechat, etc.)
Seamlessly manage interactions across voice, chat, email, and social channels.
-
Escalation to Backroom
Streamline complex issues by escalating tickets to the appropriate team.
-
Performance Management
Monitor and evaluate agent performance to improve customer satisfaction.
Advance Module
Enhance Your Customer Experience with Omnichannel Contact Center Platform
-
Support BOT Platform
Deploy automated BOT platforms for enhanced customer service and engagement.
-
ChatBOT
Engage customers through AI-driven ChatBOTs on WhatsApp, Livechat, and Telegram.
-
Integration AI & Automation
Utilize AI and automation tools like OpenAI, ChatGPT, Text Analysis to streamline interactions and provide deeper insights.
-
Support Function
Implement advanced features like speech-to-text, text-to-speech, and face recognition for improved customer experiences.
-
Integration Data Personal
Ensure seamless integration with national personal data systems (Dukcapil) for personalized services.
-
Custom Videocall-Usecase
Customize video call solutions (CS, Virtual Plaza, Virtual Office, Consultancy) for customer service, virtual offices, and consultations.
-
Custom SOS Mobapps
Develop SOS mobile apps (Ambulance) to support emergency services like ambulance dispatch.
-
Mobile Tracking Ambulance
Provide real-time mobile tracking for ambulances (Realtime Tracking) to enhance emergency response efficiency.