Phone System with Omni-channel
Data-driven decisions utilising call data
- Improved customer experience and satisfaction
- Operational efficiency across multiple channels
- Direct integration using real-time API interactions
- Better insights into customer behavior and needs
- For an instant quotation, contact us on 0800 043 4383
Provide a seamless experience across all channels and touch points
Businesses should integrate all communication channels — phone, email, live chat, social media, and SMS — into a centralised system.
This allows agents to see all customer interactions in one place and respond from any channel. When a customer initiates contact, the omni-channel system routes the communication to the appropriate agent or department based on the customer's enquiry or preference, creating a consistent and seamless experience at every touch point.
Omni-channel Key Features
Why businesses choose our omni-channel solutions
See every customer interaction across all channels in one centralised system.
Customers switch between phone, chat, email and social without losing conversation history.
Live call and interaction data pushed via API to any connected business application.
Agents resolve queries faster with a full customer view, eliminating repeated information requests.
Track every touchpoint from first contact to resolution across all communication channels.
What is omni-channel communication?
Omnichannel phone systems work by integrating multiple communication channels such as voice, email, chat, and social media into a single platform.
This allows businesses to communicate with their customers in a seamless and integrated way, improving customer satisfaction and loyalty. Omni-channel communication is a customer-centric approach that provides a consistent experience regardless of which channel the customer chooses to use when contacting your business.
Does omni-channel communication improve staff performance?
Yes — by providing agents with a complete view of the customer across all channels, omni-channel communication significantly increases efficiency and enhances customer service.
With all communication channels integrated into one system, staff can easily collaborate, share information, and resolve complex issues. Omni-channel reduces errors and allows agents to see the full customer journey before responding, resulting in faster, more personalised service and improved first-contact resolution rates.
Visualise real-time business data in a single interface
Our experts are on-hand to demonstrate the power within Omni Channel — giving you a single view of all customer interactions and business data.
- Intuitive dashboards and reporting
- Real-time view of calls and staff
- Analysing calls and business data
- Instant analysis for decision making
- Real-time APIs for call data 24/7
FAQs
Omnichannel phone systems work by integrating multiple communication channels such as voice, email, chat, and social media into a single platform, allowing businesses to communicate with their customers seamlessly across all channels.
Omni-channel communication is a customer-centric approach that involves providing a seamless experience across all communication channels including phone, email, live chat, social media and messaging apps.
Yes, omni-channel communication can improve staff performance in several ways. By providing agents with a complete view of the customer across all channels, omni-channel communication can increase efficiency and reduce response times.
Award winning call solutions
Tailor-picked solutions designed for small to medium-sized businesses
Web-based Call Management
Calls to your business number can be diverted to your target (landline or mobile) during your operational business hours. Once you have configured your 'in-hours', choose where you would like to divert calls 'outside of working hours'. If calls are not configured to be diverted outside working hours, then voicemail-to-email is activated, meaning that calls are always captured.
Open the Call Manager to access the time schedule and set business open hours. Calls received in-hours can be configured to route to any UK landline number (01/02) or UK mobile (07). Your call-forwarding changes are saved and active at the click of a button.
Calls received outside business hours can also be routed to phone or voicemail. Ensure that you can identify business calls when answering from a mobile or home phone outside of business hours.
Web-based Call Managment is Included with Silver, Gold and Platinum Tariffs
VOCO Business Calls Mobile Application
The easy way to call customers back showing your business number, keeping your personal number private and creating a professional image to your callers.
The latest mobile application from Telecoms World places the power of business calls into your mobile phone, with Dial-Out Number Presentation and Call Analytics to view incoming and outgoing calls, along with the day-to-day control of where and when calls are answered within the call management features.
With the mobile application, you can seamlessly adapt to your business needs. The flexible number routing feature allows you to set working hours, divert numbers to landline or mobile, and receive out-of-hours voicemail as email, all at your fingertips.
Maintain a professional image with the ability to choose the business number you want to present. Access your contact directory, dial pad, or call history to add a number and Dial-Out, presenting your business number.
The VOCO Business Calls Mobile App is Included with Silver, Gold and Platinum Tariffs
Virtual Receptionist
More calls are being answered on mobile phones than ever before, a trend that's only growing with the rise of remote and home working. The mobile phone, with its portability and flexibility, is the perfect tool for handling calls on the move. When paired with the Virtual Receptionist, it provides users with a sense of security and peace of mind, knowing that every call is professionally introduced. The whisper message feature further enhances this, helping users distinguish between personal and business calls.
With the Virtual Receptionist, the caller will never hear your personal mobile voicemail message. It is less professional to hear "You are through to the Giff Gaff mobile voicemail" than "Thank you for calling Prime Roofing; please leave a message after the tone, and a team member will call you back within 24 hours." This helps with your brand image, giving the impression of a large, reputable, well-established business, boosting your confidence and credibility.
The Virtual Receptionist from only £19.99 per month
Real-time Call Data and Analytics
Call Analytics is an online platform that gives you complete insight into your business calls from a single interface. Review the success of your marketing campaigns and staff call handling at a glance. If your business uses multiple numbers across various marketing campaigns, you can monitor which campaigns are receiving the greatest response.
With detailed Call Analytics, you can accurately measure the results of when customers called, their geographical location, how long the call lasted and if they called more than once. Analysing the details of your telecommunication activities allows you to gain valuable market insight, re-focus your marketing efforts, boost sales and increase customer satisfaction.
Call Analytics from only £9.99 per month
The key benefits of Telecoms World as your communications provider
We provide fuss-free and cost-effective voice and data services to support businesses in the UK
UK Based Provider
All our services are managed from our UK headquarters with dedicated account managers and support teams available during business hours.
Increased Security
Enterprise-grade security measures protect your communications with advanced encryption and fraud detection systems.
Monitored Service
24/7 network monitoring ensures maximum uptime and immediate response to any service issues affecting your business.
Rated Excellent++
Our customers rate us excellent on Trustpilot with 4.8 stars based on consistent service quality and customer support.
Dedicated Support
Your own dedicated account manager provides personalized support and strategic guidance for your telecommunications needs.
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