Efficient Customer Interactions. It’s in the journey.
The Callista Platform unified agent queue creates a custom way to manage interactions from multiple channels.
Customer-driven communications
Let them choose any digital channel or build your own channel
Seamless experience
Customers hop between channels – keep queue status
Video call queueing
Uniform policies applied to all channels, including video calls
Omnichannel – Efficient Customer Interactions
The Callista Omnichannel unified agent queue creates a custom way to manage interactions from multiple channels.
Voice, Email, SMS, Chat, Social Networks, and Live Video.
Callista doesn’t just manage different channels and media, it manages the journey of the customer.
During the course of any interaction, a customer may hop from an IVR script, to a chat session, then move to a live call and end up with a brief exchange through text.
It needs to be seamless. Too many of today’s systems will put the customer back in line. Start with a text but need to talk live? You start over in the queue. Callista sees Omnichannel as more than just a starting or end point—it is just a single point along the journey.
Maintaining your place in queue, routing to the right resource with the right medium, managing the interaction across the entire spectrum is the “next generation” of Omnichannel services, by the Next Generation Contact Center provider—Callista.
