Omni-channel contact centre

Any channel, one conversation

All your customers, conversations, and channels in one place.

Connected conversations with an AI-enabled omni-channel solution

Cirrus is your bridge to connected customer conversations, meeting your customers wherever they are. Our omni-channel cloud contact centre solution brings together different channels, so your agents can communicate with customers via phone calls, emails, social media, or instant messaging! The best part? Every conversation is tracked in one neat record. Customers can hop between channels without skipping a beat, while agents stay on top of it all with a single, user-friendly application that handles interactions across the board. Plus, you get real-time monitoring and reporting to help you make smart improvements.

But wait, there’s more! Meet Cirrus Copilot, your trusty AI sidekick here to supercharge your agents. It will take care of repetitive, basic enquiries and offer guidance and assistance when agents need it.

Single view of the customer

Empower your agents to deliver exceptional customer experiences

Find out what’s possible with conversational AI

We know that AI won’t ever replace conversing with another human, but it can be a smart choice for automated first-line support and self-service capabilities. CAI delivers thousands of high-quality automated conversations simultaneously. Add more self-service options for customers and drive more agent productivity with automated workflows, all without adding more headcount.

Channel swap like a champ

With our omni-channel contact centre solution customers can switch their ongoing conversion from one channel to another, whilst retaining all the interactions and transcripts. Experiencing high call queue volumes? Give customers the option to communicate with you over webchat or SMS. Having an issue handling a complex query on webchat? Shift the customer seamlessly to a phone call. It’s that simple!

Know your customers and optimise operations

Understand customer needs better than ever before with analytics covering your entire operation—from customer journey maps to business performance insights and more.

Guide Your Agents in Real Time

Support your agents during and after each interaction with AI Agent Assist capabilities, including Real-Time Transcription, Live Agent Guidance, and Automatic Post-Call Summaries.

Digital + self-service = game-changing engagement

With the right mix of digital channels and AI-powered self-service options, your customers can get the help they need how they want, when they want, and where they want.

Manage Consent And Preferences With Ease

Keep track of customer consent and channel preferences and link to campaigns, with unified records that automatically update across channels.

See Cirrus in Action

Cirrus Contact Centre is not only built by us, but also by our users. We listen to our users and integrate their feature requests on a regular basis. Why not get in touch and find out how Cirrus can help your business?

Request a demo

FAQ’s

1. What is an omni-channel contact centre?

An omni-channel contact centre combines all your communication channels—phone, email, social media, and live chat—into a single platform. This gives your team a clear view of customer interactions, no matter how they choose to get in touch, ensuring a connected and seamless experience.

2. How does the omni-channel approach benefit my business?

An omni-channel approach means your customers receive the same high-quality service on every platform. This consistency helps build trust, increases customer satisfaction, and can lead to stronger loyalty and better business results.

3. Can I customise the omni-channel contact centre to fit my business needs?

Absolutely! Our omni-channel solution is flexible and can be fully customised to suit your business. From layout to security settings, we’ll tailor the platform to match the way you operate and how you want to engage with your customers.

4. How does your solution ensure data security and privacy?

Data security is a top priority. Our omni-channel platform is designed with advanced security measures and is fully compliant with GDPR. Every interaction is securely protected, ensuring your data is kept safe and private.

5. What support options are available for troubleshooting?

We provide 24/7 live support, an extensive online help centre, and access to community forums. Whether you need quick answers or in-depth technical assistance, we’re here to keep your omni-channel contact centre running smoothly.