Omnichannel Ticketing


Omnichannel ticketing is a sophisticated customer service approach that goes beyond traditional ticketing systems. It seamlessly integrates multiple communication channels, such as phone calls, emails, live chat, social media, and more, into a unified platform. This ensures that your customers can reach out through their preferred channel, while your support teams have a centralised hub for efficient and consistent issue resolution.

Features Overview

Voice

Optimize every conversation through live call recording and quality management, while arming your agents with the contextual data from those interactions.

Webchat

Enable customers to contact your agents directly from your website, allowing them to get assistance for specific queries without switching to a different communication channel.

Email

Empower your agents to respond quickly to emails by utilizing automatically generated tickets to address and resolve customer issues.

Social Media

Capture every customer interaction across platforms with iMedia's social media interaction feature, enabling communication through Facebook, Twitter, Instagram, and WhatsApp.

SMS

Ensure your business is always available to customers, even when they are offline, by utilizing iMedia's SMS interaction feature, which allows you to communicate and engage with customers anytime, whether they are online or offline.

Mobile App

Experience a fully equipped, business-ready contact center in the palm of your hand with iMedia's Mobile Agent App, enabling your agents to handle calls and address customer inquiries through chat interactions.