QContact Contact Center as a Service (CCaaS)

QContact specializes in providing a comprehensive CRM and omnichannel communication platform designed to enhance customer engagement with businesses. The platform emphasizes the importance of visibility into the customer journey by unifying all communication channels into a single interface. This integration allows businesses to access detailed statistics and reports across various channels in one location, enabling them to identify the most effective lead sources, evaluate the impact of individual social media advertisements, and assess the performance of employees comprehensively. QContact aims to streamline operations and improve the customer experience by offering tools that grant unprecedented access to customer interaction data.

The services offered by QContact include a broad range of features aimed at optimizing both communication and operational efficiency. Among these features are inbound call consultation, which enables advisors to speak with customers in a queue without losing their place, and call pickup capabilities for managing queue conversations. The platform also incorporates advanced communication tools such as desktop notifications for queued calls, directory services for caller routing, and spam filtering to enhance agent productivity. Additionally, QContact provides integration options for e-commerce platforms like WooCommerce and accounting software like Xero, further broadening its utility. With capabilities for handling high and low volume notifications, interaction capacity controls, nuisance caller blocks, and overflow management, QContact delivers a versatile and robust solution for businesses seeking to improve their customer communication and management practices.

QContact offers an extensive range of features to enhance both customer relationship management and omnichannel communication for businesses. Their platform is designed to centralize all customer interactions into a single unified system, allowing for better visibility into customer journeys, statistics, and performance across various channels. Key features include:

- **Inbound and Outbound Communication**: The system supports handling of all incoming conversations across different channels, as well as improving agent productivity through automated outbound calls.

- **Secure Data Capture**: Enables the secure collection of information through self-service options, such as password resets or capturing card details, without agents having direct access to sensitive data.

- **Advanced Call Handling Features**: This includes capabilities like call consults, pickup, desktop notifications, high and low volume alerts, interaction capacity controls, and nuisance caller blocks, among others.

- **Queue Management**: Features like off-site transfer, overflow handling, and presence indicators help manage call queues efficiently.

- **AI and Automation**: The platform utilizes AI to better understand customer data, aiming to improve decision-making and overall experience. Automated features also include spam filtering, referral source tracking, and the ability to handle multiple interactions simultaneously.

- **Live Chat and Omnichannel Engagement**: QContact enables quick setup of live chat on websites, supporting multilingual interaction and the capability to integrate live agents and chatbots seamlessly. This aids in improving conversion rates by engaging customers effectively during their purchase journey.

- **Customer Experience and Engagement**: At its core, QContact is focused on enhancing customer experiences. By leveraging its tools, businesses can create simpler, more enjoyable customer interactions, crucial for building loyalty and increasing sales.

QContact’s platform is evidently geared towards businesses looking to streamline their customer communication and service efforts across multiple channels, by providing a comprehensive set of tools for engagement, data management, and analytics.

QContact.com does not publish their pricing.

From the provided information, it appears that Klarna is a customer or user of QContact's services. Klarna utilized an 'AI assistant', which was mentioned in the context of handling a significant number of conversations over chat, equating to the work of 700 full-time agents. This showcases how QContact's technology and services are applied in real-world scenarios, emphasizing the potential efficiency gains and improvements in customer experience through the use of their AI and omni-channel communication solutions.