Isaac Gal, Founder & CEOIn today’s era of booming robotics and social media technologies, companies are hard pressed to transform their customer engagement services. The need of the hour for them is to transition from traditional phone systems to online chatbots and other text-based systems that fuel seamless online engagement across channels. They need a cutting edge contact center solution that accelerates customer interactions and drives agent performance through intuitive interfaces cost-effectively. Founded in 2014, Contaqt offers a cloud-based omnichannel contact center platform that enables companies to optimize their contact center operations and exceed customer expectations. Companies having branches in different parts of the world can leverage Contaqt’s platform to engage their existing and prospective customers across channels, including voice, chat, email, phone, and social media, among others.
“We differentiate in the market by having our finger on the pulse of our clients,” says Isaac Gal, Founder and CEO of Contaqt. “With a history of consistently developing new features based on client requirements, we have turned our offering into a pioneering, flexible, comprehensive, and secure contact center platform.” To put it into perspective, an agent no longer has to draw the customer into a prolonged conversation to gather all the details. Even before initiating a conversation, agents can view all the customer information on their dashboards. Efficient reporting and business intelligence functionalities allow companies to enhance customer experience and improve sales performance through prompt follow-ups.
A company using Contaqt’s platform has access to a web-based dashboard where it can easily manage its global call center operations. The unified dashboard offers visibility into the team performance across channels, so administrators can track agent performance from anywhere in the world and gain insights into the waiting time for the customers for service.
Contaqt works closely with its clients, analyzing their current infrastructure, understanding their mission, vision, and needs before laying out a blueprint for an effective contact center system. “We employ a dedicated customer success team and a project manager to streamline the requirements gathering and onboarding process,” says Gal.
With a history of consistently developing new features based on client requirements, we have turned our offering into a pioneering, flexible, comprehensive, and secure contact center platform
“No software installation required—all it takes to start using our platform is a web browser and a URL.” As an added value, Contaqt offers effective training through collaborative learning to help its clients’ teams deliver memorable experiences to their customers.
Companies from industries such as fintech, travel, insurance, and healthcare leverage Contaqt’s state-of-the-art platform to transform their legacy customer service operations. A case in point, a fintech company with a reputed clientele—such as Amazon and Airbnb— is providing superior customer support 24/7 in 16 languages globally. Thanks to Contaqt’s contact center platform, the client’s agents provide faster and accurate responses to the customers, thereby, augmenting customer satisfaction. Besides, companies from the travel and hospitality industry are leveraging the sophisticated non-voice feature set of the platform to enhance their work efficiency and customer engagement. The ability to chat with multiple clients simultaneously through online chat improves customer interactions.
The customer service expanse is witnessing massive adoption of machine learning for sales. To this end, Contaqt is busy with its R&D to analyze the speech in real-time and help the agents and customer service teams drive their performance while meeting the compliance mandates. The research leverages real-time call script—currently under development—to stream accurate and up-to-date responses from their knowledge base into the agent dashboard. The quick resolution helps sales teams provide customers with all the necessary information and build a trusted relationship.