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Overcoming Traditional IVR Challenges in Customer Care
In today’s experience economy, customer care is a key competitive differentiator but traditional contact center IVR technology is still ill-equipped to provide the level of service customers demand. Costs to maintain contact centers continue to rise, agent churn shows no sign of slowing and customers remain dissatisfied.
Omilia’s truly omni-channel platform enables you to deploy virtual assistants across voice (IVR), chat, messaging apps and more.
Omni-Channel Personalized Service
Customers can use their preferred touchpoint and effortlessly switch from one channel to another without having to start over, as the system retains the context of their interactions, and leverages customer data to craft tailored interactions.
Guarantee 24/7 Service Availability
Ensure your customers receive assistance whenever they need it. With Omilia's Voice AI Agents, enable hassle-free self-service, minimizing wait times and resolving issues promptly, even outside traditional business hours.
Empathy-driven Service
Ensure support availability around the clock, enabling users to resolve issues promptly regardless of time zones or working hours. This continuous accessibility minimizes downtime and fosters seamless operational continuity for businesses.
We automate 90%+ of customer service inquiries end-to-end, reducing live agent volumes and costs.
Drive Efficiency
Our virtual assistants handle even the most complex, multipart requests and intelligent routing ensures seamless hand-offs to live agents when needed, providing them with full context of the conversation.
Optimize Operations
Easily and cost-effectively handle high call volumes, seasonal spikes and cut long wait times without compromising on service quality.
Reduce Costs
Use the power of AI-driven automation to free up your human agents to concentrate on more value-added tasks, reducing costs and improving agent job satisfaction.
With powerful virtual assistants, call center agents can now be empowered to drive better outcomes faster and be protected from fraud attacks.
Provide Real-Time Guidance
Provide your agents with personalized coaching and contextually relevant real-time assistance whilst they’re serving customers to ensure they can fulfill their requests quickly and boost customer satisfaction.
Reduce Fraud Risk
Authenticate callers before they reach your agents and mitigate the risk of your agents being tricked by fraudsters by enabling them with real-time anti-fraud tools that trigger alerts to your agents and keep bad actors out, safeguarding your customers without compromising good service.
Reduce Agent Burnout and Churn
Automate menial tasks so your agents can focus on calls that require their empathetic touch, increasing employee satisfaction, reducing churn. Analyze customer and agent sentiment in real-time to trigger alerts when they need supervisor support.
Trusted by leading brands globally, across all industries, Omilia is raising the bar for customer service automation.
01/06/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Overall, a very positive experience. Vendor is very receptive of their customer feedback. Very good customer service.
Read More24/07/2024
Reviewer Role:
IT Services
Company Size:
10B - 30B USD
Industry:
Banking Industry
Every employee of Omilia I came into contact with is proud of their company and wants every engagement to be a successful one.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Our overall experience with implementing with the Omilia project team was excellent. They quickly understood our requirements and also offered feedback and potential room for improvement.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Collaboration with the project team and their ability to deliver on complex use case requirements such as multi intent transaction automation, alpha-numeric, and multi-language, allowed us to achieve deployment with faster speed to market.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
1B - 3B USD
Industry:
Banking Industry
Stable network that works great for the self-service of our client's needs. Seamless workflow when changes are needed to update intents
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
Omilia has gone above and beyond to meet our needs. Our deployment was quick, and the support was excellent.
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
We have been very impressed with Omilia's IVR solution and people. Everything from interacting with Omilia staff to requirements gathering and implementation has been exceptional. This IVR was selected due to its AI abilities and so far it has delivered what was promised.
Read More11/07/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Omilia has been very responsive to issues and questions we have had through the entire process.
Read More15/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Energy and Utilities Industry
Omilia teams were able to deliver on complex use cases quickly, helping us meet our delivery schedule. They continue to collaborate closely with our teams on IVR optimizations.
Read More15/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
10B - 30B USD
Industry:
Manufacturing Industry
Excellent experience. Leveraged Omilia to deliver an improved customer experience.
Read More16/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Travel and Hospitality Industry
Omilia has been a great partner from the first POC test to market test.
Read More17/07/2024
Reviewer Role:
Product Management
Company Size:
<50M USD
Industry:
Energy and Utilities Industry
Very responsive and knowledgeable, easy to work with, work ethics are high
Read More18/07/2024
Reviewer Role:
IT
Company Size:
1B - 3B USD
Industry:
Transportation Industry
The implementation team from Omilia was amazing and made our rollout simple. Omilia is a true partner and focuses on how to further our business needs.
Read More18/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
1B - 3B USD
Industry:
Banking Industry
They are always supportive and deliver great service and assistance when needed
Read More19/07/2024
Reviewer Role:
Engineering - Other
Company Size:
250M - 500M USD
Industry:
Banking Industry
Ability to deliver complex use cases with top quality; agility and top speed. Hundreds of out of the box functionalities in the contact center space.
Read More19/07/2024
Reviewer Role:
Product Management
Company Size:
<50M USD
Industry:
Banking Industry
Omilia has been a great partner for us to date, and has been particularly flexible/accomodating to our unique needs. We have a strong POV/vision of vision for IVR both from customer/business and E2E tech stack perspectives, of which Omilia has been fully aligned and supporting.
Read More26/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
500M - 1B USD
Industry:
Energy and Utilities Industry
The team has been very attentive to our needs and expectations and has been fairly consistent with communication. The uptime of the system and updates has been satisfactory.
Read More29/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
500M - 1B USD
Industry:
Banking Industry
This is an exclusive package of functions that is based on the cloud. NLU corresponders perfectly to the Greek Language. The cooperation is at a very high level and efficient and with deliverables as agreed.
Read More29/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
3B - 10B USD
Industry:
Healthcare and Biotech Industry
The Omilia team is compiled of experts. They care about the functionality of their product and the success of their clients. I felt valued as a customer.
Read More29/07/2024
Reviewer Role:
Software Development
Company Size:
3B - 10B USD
Industry:
Banking Industry
Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.
Read More01/08/2024
Reviewer Role:
Sales and Business Development
Company Size:
250M - 500M USD
Industry:
Telecommunication Industry
Our ICT Sales team resells OCP as part of ICT projects solutions. This is a great experience because: 1) OCP is user-friendly and allows quick deployment, 2) OCP is well accepted from the part of our customers, 3) Omilia is a well committed partner.
Read More05/08/2024
Reviewer Role:
Engineering - Other
Company Size:
30B + USD
Industry:
Banking Industry
Omilia has been an outstanding partner, providing excellent resources to support our growth and system utilization. Their product team aligns with our vision and has delivered numerous enhancements to meet our specific needs.
Read More28/08/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business. Omilia team is very adjustable to the time and needs of the customer.
Read More
