Omnichannel Customer Experience Solutions Get ahead of the curve

Omnichannel is the latest communications buzzword on everyone’s lips. As you learn more about it, it’s easy to see why. Businesses who install an omnichannel solution deliver outstanding customer experiences and streamline their teams, by centralising voice, email and social media interactions across a wide range of use cases, from handling enquiries to e-commerce and managing their sales pipeline.

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Enhance your business efficiency, improve your customer experience

Omnichannel Presence

Centralise WhatsApp Business, Facebook, Instagram, Twitter, web contact forms and live chats, SMS, email and calls – all in a single intelligent console.

Seamless Integrations

Integrate with business-critical software solutions including leading CRMs, eCommerce and accounting services, marketing tools, and cloud office platforms.

Competitive Licencing

With a simple, inclusive, monthly per user fee, you pay for exactly what you need, when you need it, with the comfort that as your business scales, your solution will too.

Our advanced features are designed to fit your business environment perfectly…

Unified Timeline

Agents can view all customer interactions across channels via a chronological timeline to ensure a clear 360 view of contact history.

Easy to Use Ticketing

Create custom tickets to resolve issues, assign them to the correct agent or team and track tickets through to resolution, with the ability to prioritise the most important requests.

IVR & Speech Recognition

Intelligent contact routing with multi-level menus across channels to ensure customers and prospects reach the correct department to save time, reduce costs and improve customer experience.

Chatbots and Call-backs

Live chat allows customers to easily find answers whilst browsing your site, whether through our advanced chatbot, speaking directly to an agent, or scheduling a call back to suit them.

Agent Dashboard

Gain personalised views of workload and activity, enabling agents to plan their day around their calendar, scheduled call backs, campaigns, and more.

Real Time Reporting

Customisable reports and wallboards for conversation history, ticketing summaries, agent and queue performance against SLAs, and more. Empower your supervisors with complete control.

E-Commerce Integration

View purchase history, status, delivery updates, refunds and more with seamless two-way integrations for the world’s most popular e-commerce tools, including Shopify, Magento, and Woo-Commerce.

360 Customer View

Quickly view customer contact information, notes and tickets, previous orders, conversation history, or marketing received by the customer; saving you time and deliver a truly memorable customer experience.

Centralised Communication

Gift your customers the choice of how they interact with your business, and allow your agents to respond efficiently through a single console.

Intelligent Live Chat

Live chat allows customers to easily find answers whilst browsing your site, whether through our advanced chatbot, speaking directly to an agent, or scheduling a call back to suit them.

Process Automation

Automate time consuming tasks & processes. Answer FAQs with pre-configured messages, create workflows to identify leads, and automatically send out surveys to measure CSAT.

Real Time Reporting

Customisable reports and wallboards for conversation history, ticketing summaries, agent and queue performance against SLAs, and more. Empower your supervisors with complete control.

Remote Office

Work from anywhere with an easy to use web RTC dashboard that includes a softphone with full PBX functionality, as well as integrated email and chat.

Campaign Management

Automatically sync leads generated from campaigns on a multitude of channels directly into your CRM, either using our own platform, or integrating with the one you already use.  

Pipeline Tracking

Our Kanban style pipeline dashboard allows you to track performance at an individual, team, or department level, enabling you to forecast your future sales, tracking every step.

Workflow Automation

Configure complete workflow automation, allowing you to automate your sales process with the ability to automatically send out e-mails, text messages or schedule follow up calls.  

Integrated Email

With a seamless Office 365 integration, you can ensure total flexibility, so whether emails are sent from the CRM, Outlook, or a mobile device, they are automatically attached to the customer record.

Electronic Signatures

Send contracts and paperwork via PDF for electronic signature that can quickly and easily be completed by customers on a desktop, laptop or mobile device, and returned via email.

Omnichannel communication made easy

With our omnichannel product, however your customers choose to interact with your brand, you can deliver a consistent and professional customer experience.

Centralise interactions through a single interface, supporting Whatsapp Business, Facebook, Instagram, Twitter, web contact forms and live chat (including chatbots), SMS, email and phone calls, with a unified chronological timeline view for each customer.

Seamless third-party integrations

Leverage all the third party products and services you rely on by integrating with an unrivalled number of platforms designed to help you streamline your business.

DRC Omnichannel integrates with leading CRMs such as Salesforce, eCommerce solutions including Shopify, Magento and WooCommerce, accounting services like Xero, marketing solutions such as Mailchimp, and cloud office platforms like Office 365.

Omnichannel third party integrations

Intelligent routing and automation

DRC Omnichannel features customisable, multi-level IVRs and intelligent skills-based routing designed to ensure customer enquiries always reach the right agents first time, every time.

Make use of advanced AI technology to automate responses to customer queries, including pre-configured responses, automatic follow-up SMS and live chatbots, improving customer experience while optimising the allocation of agents to tasks.

Advanced insights and reporting

Enjoy a highly customisable reporting suite with use cases for a multitude of business needs, delivered via supervisor screens or wallboards and designed to provide complete visibility and control.

Contact centre supervisors can make use of conversation history, ticketing summaries, SLA and queue performance and much more. E-Commerce businesses may require information on enquiry types, chatbot activity, and customer behaviour patterns.

Omnichannel reporting and insights

Why Use DRC for your omnichannel customer experience?

We are experts in our field

We concentrate on products we know and believe in and have deep relationships with our suppliers.

We keep it simple

We won’t talk in jargon, but take the time to listen to you and recommend a robust and scalable solution.

You can trust us to deliver

We are passionate about service, care about our reputation, and are eager to show you what we can do.