Voice calls, emails, SMS, live chat – the smart contact center has it all. 

It’s the so-called omni-channel response to the world’s voracious appetite for communicative flexibility, simplicity and efficiency.

It’s also aligned to the expectation we all have to be able to turn to our mobile devices wherever and whenever we have pretty much anything to say to pretty much anyone. 

Indeed, mobile apps and latest developments in the way we communicate have changed our lives – and they will no doubt continue to do so. 

Today, customer satisfaction isn’t only based on the quality of the service or the product, but on convenience as well.  

That means contact centers must boast the full suite of popular communication channels, or risk allowing a gap to form.  

WhatsApp is the latest must-have. The powerful, multi-participant messaging platform has matured from a one-time teen chat channel to a powerful and versatile digital business communication tool. 

In short, if it’s missing from your contact center, then you’re missing the latest trick. 

Seamless WhatsApp Integration 

As the leading unified communications software, 3CX has implemented WhatsApp integration in their latest series of updates, making the system a truly all-in-one contact center solution. 

Besides the available business SMS, live chat, Teams, Facebook, and CRM integrations, WhatsApp opens up a new door for customer communication and drastically improves call and chat management. 

This entails more than simply allowing customers to reach companies through an additional channel.  

3CX elevated team collaboration to the next level by giving the entire team access to review, participate and archive WhatsApp conversations. 

This way, the customer’s request no longer relies on the expertise of a single agent and can be addressed by someone who has the required knowledge and experience. 

Thanks to 3CX’s sophisticated queue management strategies, WhatsApp messages can be automatically routed to all users or even selected groups of agents. That’s where the agent can take ownership or transfer to other more skilled agents, alleviating delayed responses. 

To shorten the response time even further, you can have predefined message templates assigned to fit your business needs.

Omni Channel Contact Center 

As well as simply responding to customer’s demands for convenience and agents’ ability to collaborate on responses, the WhatsApp contact center integration boasts multiple other business benefits. 

For instance, 3CX helps access all customer communication via a single app helping agents stay on top of their incoming and outgoing chats and calls. Regardless whether it’s from WhatsApp, live chat, SMS or via voice, agents don’t lose time or focus, switching between the apps. 

This also helps to centralize all call queues and IVRs for a more professional call handling. It prevents systems from bombarding one person with multiple overlapping customer requests from different channels. Instead, it ensures the workflow is distributed evenly and clients are attended to as quickly as possible. 

Plus, not only can customer history be traced, but thanks to multiple CRM integrations available, 3CX helps centralize and store customer data, including new and existing leads. 

This prevents miscommunication within the team, as well as offers an opportunity to personalize future client encounters. Small elements such as customized customer greetings and birthday promotions among others, are now made possible no matter which channel the customer has reached out from. 

It seems the modern contact center’s evolution continues at a pace. Choosing a provider who stays on top is essential for your business and communication needs.  

To learn more about how 3CX can help you and your customers’ businesses thrive, visit www.3cx.com. 

 

 



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