Choose a comprehensive Omnichannel Contact Center Software

Audara is a cloud-based Customer Experience and Contact Center Software that helps businesses elevate customer service, manage multiple communication channels, and optimize operations with AI-powered tools.

• Inbound & Outbound Voice Calls
• Voicebots
• Chatbots
• AI Agents
• WhatsApp Business
• Web Chat
• Facebook Messenger
• Instagram DM
• 360° Omnichannel CRM & CDP

Audara delivers all the capabilities of a world-class Contact Center and Customer Experience platform, including:

– Inbound & Outbound Call Center
– WebRTC WebPhone
– Smart Menus (IVRs) & ACD Queues
– Smart Dialers (Predictive, Auto, Progressive)
– 360° Omnichannel CRM & CDP for segmentation
– AI Agents for Voicebots & Chatbots
– Web Chat with customizable widgets
– WhatsApp, Facebook Messenger & Instagram DM
– AI-Powered Quality Control
– Conversion Tracking
– Live Dashboards

Audara is the ultimate all-in-one contact center solution to scale your business and enhance customer engagement.

A Contact Center, also known as a call center, contact hub, or customer service center, is an infrastructure or set of services designed to manage interactions between a business or organization and its customers. These interactions can take place through phone calls, chat messages, social media, or other communication channels. The main purpose of an Omnichannel Contact Center is to facilitate efficient and effective engagement between a company and its customers.

Key Functions:

1. Customer Service – Providing a centralized channel for customers to communicate with the company, get answers to their questions, resolve issues, or receive assistance.
2. Call Management – Handling inbound and outbound call volumes efficiently, routing calls to the appropriate agents to address customer needs.
3. Technical Support – Offering assistance to resolve technical issues related to products or services.
4. Sales and Telemarketing – Conducting outbound sales activities, promotions, surveys, and other telemarketing efforts.
5. Complaint Management – Handling and resolving customer complaints efficiently to ensure customer satisfaction.
6. Data Collection and Feedback – Gathering valuable customer insights, feedback on products or services, and conducting surveys to improve service quality and customer experience.
7. Multichannel Communication Management – Managing interactions across various channels such as phone, online chat, and social media, providing a true omnichannel experience.
8. Resource Optimization – Distributing workloads efficiently among agents to ensure effective management and minimize wait times.
9. Data Analytics – Using analytics tools to measure Contact Center performance, identify areas for improvement, and adjust strategies based on customer trends and needs.

For example, a Contact Center can be used to implement service sales (TuBoleta.com), appointment scheduling for medical services (GrupoEmi.com), medication sales (LaRebajaVirtual.com), food delivery orders (Archies.co), hotel reservations (Riu.com), collections and payment reminders, product marketing, database updates, and much more.

A Call Center primarily focuses on managing inbound and outbound phone calls, while a Contact Center handles multiple communication channels, including phone, chat, WhatsApp, social media, and more. A Contact Center provides a broader and more diversified customer service experience. In practice, many people use the term Call Centerto refer generally to everything a Contact Center can do.

Omnichannel is a business strategy that aims to seamlessly integrate and coordinate all available communication and sales channels within a company, ensuring a unified and consistent customer experience. This includes physical stores, websites, mobile apps, social media, phone support, and more.

The goal of omnichannel is to provide a frictionless experience, allowing customers to interact with a company across multiple touchpoints without losing continuity. A customer should be able to switch from one channel to another without encountering inconsistencies or missing information.

Omnichannel is often associated with Contact Centers, as it goes beyond traditional Call Centers, which primarily focus on phone interactions. However, in practice, both terms are often used interchangeably to refer to the same concept.

If a business makes or receives calls or WhatsApp messages, it needs to ensure that customers are not lost, that responses are timely, and that service quality is maintained. Otherwise, the business risks losing customers or creating dissatisfaction.

Without proper records of interactions, there is no way to identify and correct operational inefficiencies, which can negatively impact customer experience and revenue.

Audara’s interface is intuitive and user-friendly, allowing agents and supervisors to start using the platform with just a few minutes of training. Try it and see for yourself how easy it is to maximize the potential of a Contact Center with Audara.

Yes. If you need a feature that is not included in Audara, our development team is ready to build it for you and integrate it into the final product.

This means you don’t have to worry about maintaining an isolated development—if it becomes part of Audara, it will grow along with the platform, and its ongoing support won’t cost you extra.

With Audara, you not only get exactly what your business needs, but you also reduce costs in the medium and long term—something that other platforms simply don’t offer.