Omni-channel

So many channels, so little time.

All your customers, conversations and channels in one place.

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Whether it starts as a phone call, moves to chat, then ends over email, Cirrus keeps the conversation connected and within one easy-to-use inbox, so your agents always have the context they need.

And your customers don’t have to repeat themselves again, and again and (you get it).

Because nothing kills good service faster than making people start over.
We’ve all been there, you’ve explained the problem three times already, then you’re transferred to someone new who says the dreaded words “right, let’s start from the beginning.” Argh! It’s not just annoying, it’s making your business look bad.

We make sure that never happens by connecting every channel, update and handover, into one joined-up conversation.

So, customers feel heard (the first time!), agents are always in the know, and service is clear, simple and human.

Make the most of every channel:

AI that supports your people

Let automation handle the easy stuff across every channel: appointment changes, order checks, account updates etc., so your agents are free to focus on the important bits.

Switching channels shouldn’t break the conversation.

Cirrus lets customers move between phone calls, email, chat, or social without losing history or context. Long queue on the phone? Offer webchat. Struggling to solve a complex query via chat? Jump to a call.

Keep up with your customer service

Get in-the-moment data on your performance, trends and behaviours across every channel, all in one place. You can even track against your service targets, so it’s easier to be consistent(ly great) with your customers.

Support your agents in real time.

Cirrus gives your agents everything they need to do a great job; like live guidance, instant transcripts and post-call summaries.

Bring the help to them.

AI-powered self-service options means that your customers can get the help they need, where and when they need it, freeing up your agents to focus on the trickier queries.

Consistent consent.

Sync consent and communication preferences across all channels, so your agents can avoid having “take me off your list” shouted at them time and time again.

Built around you.

Cirrus adapts to you, with the ability to add (and remove!) features and channels, whenever you need to.

Prioritise with AI.

Cut handover times and speed up resolutions. Forget “press 1 for X or press 2 for Y”, AI uses real-time data (like customer history, sentiment and even predicted intent) to choose the best available agent, the most suited channel and rank the urgency of the request. Clever, right?

Proof it pays off:

  • More first-time resolutions, less hand-offs and transfers.
  • Reduced costs with automation, routing and self-service leading to fewer inbound calls.
  • Increased loyalty through easy customer experiences.
  • Less time spent waiting and repeating equals better CSAT.
  • Improved agent performance, with info and context always on hand.

Let’s get you connected.

Get all your ducks (or in this case, conversations) in a row. Cirrus pulls all your interactions into one place, so your agents always have the info they need to provide your customers with the best service.

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FAQs

1. What is an omni-channel contact centre?

An omni-channel contact centre combines all your communication channels—phone, email, social media, and live chat—into a single platform. This gives your team a clear view of customer interactions, no matter how they choose to get in touch, ensuring a connected and seamless experience.

2. How does the omni-channel approach benefit my business?

An omni-channel approach means your customers receive the same high-quality service on every platform. This consistency helps build trust, increases customer satisfaction, and can lead to stronger loyalty and better business results.

3. Can I customise the omni-channel contact centre to fit my business needs?

Absolutely! Our omni-channel solution is flexible and can be fully customised to suit your business. From layout to security settings, we’ll tailor the platform to match the way you operate and how you want to engage with your customers.

4. How does your solution ensure data security and privacy?

Data security is a top priority. Our omni-channel platform is designed with advanced security measures and is fully compliant with GDPR. Every interaction is securely protected, ensuring your data is kept safe and private.

5. What support options are available for troubleshooting?

We provide 24/7 live support, an extensive online help centre, and access to community forums. Whether you need quick answers or in-depth technical assistance, we’re here to keep your omni-channel contact centre running smoothly.