CONTACT your Omni-channel customer engagement platform

Omni-channel is the latest customer service solution, and with that in mind, we welcome you to CONTACT from iPECS.

Whilst voice calls are still important, more and more customers are looking for an alternative way to contact a company.

CONTACT delivers just that, by enabling customers to communicate with your business through their preferred channels, whether it be social media, webchat, or email. All these communication channels come together in one platform, straight to your agents. You can handle all interactions in one place, and see contact history, keeping things simple, organised whilst delivering great customer service.

Icons for omnichannel, SMS, chat, email and social media.

Key Features:

Voice: Handle inbound calls with confidence. CONTACT uses intelligent, skills-based call routing to get your customers to the right person the first time, improving response times and satisfaction.
Social media Integration: Engage with customers on their terms. CONTACT integrates fully with Facebook Messenger, Instagram, and WhatsApp Business, enabling your team to manage enquiries from all major platforms in one unified interface.
SMS: Incorporate text messages into your communication flow. Blend customer SMS enquiries directly into your queues, view chat history, and manage replies from a single location.
Webchat: Enable real-time customer conversations on your website with live web chat. Customers can start a chat session in seconds, while your team handles everything through the CONTACT platform, no switching tools.
Analytics and dashboards: Make smarter, data-driven decisions with customisable, feature-rich reporting tools and live performance dashboards to help you track KPIs, understand customer behaviour, and optimise team productivity.
Customise to your business needs: Tailor CONTACT to suit your business. Choose the communication channels your team needs, integrate with your existing CRM, and configure workflows to align perfectly with the needs of your business.
AI-powered support: Save time and improve response quality with AI. CONTACT’s smart bots handle routine queries, while the built-in AI assistant helps your team craft clearer responses to customers.

Key benefits:

As customers, we expect more choices when it comes to contacting a company and receiving prompt replies. CONTACT can deliver just that: meet your customers where they are and help improve your customer experience.

Enhance Customer Experience: Modern customer expectations demand omni-channel engagement. CONTACT equips your business to meet these expectations – delivering consistent, high-quality service across every channel.
Elevate productivity: CONTACT centralises all communication channels into a single, intuitive interface. This means faster responses, fewer missed interactions, and greater efficiency across your team.
Gain Valuable Customer Insights: Unlock a deeper understanding of your customers with built-in analytics and real-time dashboards. Track behaviours, spot trends, and tailor your service to better meet customer needs.
Improve Team Performance: From performance monitoring to quality assurance, CONTACT provides the insights and tools you need to train your team, optimise workflows, and continuously raise service standards.

Start your journey…

Customers today expect choice, speed, and convenience, and CONTACT delivers on all three. Whether it’s through voice, social media, SMS, email, or webchat, this solution brings every channel into one powerful platform, giving your team full visibility and control over every interaction.

With AI-powered support, real-time analytics, and seamless CRM integration, CONTACT makes it easier than ever to improve service quality, boost team productivity, and meet customers where they are, all while keeping things simple and efficient.

So, give your customers the experience they expect and empower your team with the tools they need. Contact us today.

CONTACT your Omni-channel customer engagement platform

Omni-channel is the latest customer service solution, and with that in mind, we welcome you to CONTACT from iPECS.

Key Features:

Key benefits:

Start your journey…

Explore the iPECS Cloud Product Set

Integrate your cloud services

Custom reporting and wallboards

Making your mobile your business phone

Omni-channel customer service

AI powered webchat

Easy and secure PCI Compliance

UC on any device

AI call assistant

Get started with CONTACT today and take your customer engagement to the next level. Chat to us today.