Collab.com

Introduction

Collab.com is a company specializing in providing innovative contact center software solutions. Established in 2003, the company offers a variety of products like OneContact CC, OneContact PBX and more, an ecosystem of products that can be used on-premises or on the cloud for easy installation and maintenance. Its products are popular in various sectors, including banking, healthcare, telecommunications, and government. Collab.com's notable achievements include being recognized by Gartner for integrating leading business applications and its next-generation contact center suite, which includes AI-powered Sentiment Analysis and Bot Flows, providing users with opportunities to redefine customer experience.

TLDR

Collab.com is an innovative contact center software company that offers a variety of products, including OneContact CC, OneContact PBX, and more. The company provides robust and scalable contact center solutions that are customizable to meet specific business requirements. Its products are popular in sectors such as banking, healthcare, telecommunications, and government. Collab.com offers advanced features such as AI-powered sentiment analysis, conversational flows empowered with AI, and real-time analytics to improve customer engagement and overall experience. Its products are designed to be intuitive with an interface that simplifies the entire process while allowing the retrieval of context information from your CRM. The company is also recognized by Gartner for its off-the-shelf integrations with leading business applications.

Company Overview

Collab.com is a Contact Center software company that focuses on innovation. Founded in 2003 by experienced professionals in the contact center industry, Collab is an organization that saw the technological revolution coming and disrupted the industry by providing 100% SIP based, PBX-free solutions for large-scale organizations. Thanks to its R&D capabilities and an innovative strategy, the company has earned customers and partners worldwide in key areas such as Telecommunications, Banking, Healthcare, and Government.

With the advent of cloud computing and artificial intelligence, the company strives to turn modern technology into relevant and useful contact center features. Collab's ecosystem of products, branded under OneContact, includes OneContact CC, OneContact PBX, and others, which can be used on-premises or on the cloud for easy installation and maintenance. The company has offices in Lisbon, Portugal, as well as in Brasil, Mexico, Colombia, and Belgium. In addition to its innovative products, the company provides resources and tools to help businesses succeed and train their teams.

Collab is a visionary company recognized by Gartner for its off-the-shelf integrations with leading business applications and next-generation contact center suite, which includes AI-powered Sentiment Analysis and Bot Flows, as well as WebRTC-based Agents working from anywhere and powered by Workforce Optimization and Gamification strategies. The company's Nubitalk cloud offers robust and scalable contact center solutions that are customizable to meet specific business requirements.

The company has an annual two-day event called CollabXperience exclusively for partners and selected clients. This event provides conferences and activities to encourage contributions, connect perspectives, share experiences, and provide insights. Collab.com's LinkedIn and careers page have current vacancies for those interested in joining a software house that is redefining customer experience around the world. The company's Facebook, Twitter, LinkedIn, and YouTube pages are updated regularly.

Features

OneContact Flows

Design Communication Flows

OneContact Flows is a powerful service that allows you to design communication flows between your contact center and customers, defining their experience with your company from start to finish. Design simple and complex flows in a graphic and intuitive interface that simplifies the entire process. Moreover, import and edit xml files from Microsoft Visio or JSON scripts to further enhance your flows agility.

Integrates Seamlessly with Leading CRM Providers

OneContact Flows integrates seamlessly with leading CRM providers, such as Dynamics 365, Sugar, and Zendesk significantly, enhancing the functionality of your contact center suite. The service allows retrieval of context information from your CRM to optimize your customer's experience with your service.

Empowered with Artificial Intelligence

OneContact Flows can be empowered with Artificial Intelligence for conversational, advanced flows with self-learning capabilities, enabling you to deliver engaging experiences across all channels. When using AI within OneContact Flows for voice interactions, customers have to describe, in their words, the reason for their call. The Natural language understanding technology captures the caller's speech and intentions, thus enabling them to receive information in a customizable human voice or route the phone call to a human agent, making customer interactions seamless and efficient.

CRM Integration

Customer Chat Interaction

One of the most significant benefits of working with OneContact Flows is that you can build flows for your customer's chat interactions from messaging channels and service desks. Build a self-service chat that continuously learns and enhances its responses according to what your audience needs, and allows customers to choose to talk to a human agent at any time. The system makes communication between the customer and service provider efficient and seamless.

Extensive Set of Functionality and Variables

OneContact Flows provides an extensive set of functionalities, variable types, and options to design and implement both simple and complex flows. You can also enhance your flows by retrieving context information from your CRM. With an intuitive graphical interface, the service allows you to build simple and complex flows to ensure that customers get the information they require in a timely and efficient manner.

Enhance your Customer service with Intelligent Flows

Using OneContact Flows to enhance your customer service flow enables the deployment of self-learning capabilities, which enhances customer experience. You can build self-service chats that continuously learn and enhance their responses according to their audience's feedback. With the ability to upgrade your customer service with intelligent flows, your customers will receive the best possible experience, leading to an increase in customer satisfaction and retention rates.

Chat Interactions

Provides Self-learning Capabilities

OneContact Flows provide the ability to build self-service chats that continuously learn and enhance their responses according to your audience's feedback. Using Artificial Intelligence, the service allows for conversational, advanced flows that are seamlessly integrated into your chat interactions, making customer experience more engaging.

Allows Customers to Talk to Human Agents at any Moment

The self-service chats built in OneContact Flows provides an option for customers to talk to a human agent at any moment, ensuring that customers can get access to the right information at the right time. This feature allows customers to get the best possible experience during their interactions with the service provider while ensuring that their needs are being met in real-time.

Natural Language Understanding Technology

OneContact Flows uses natural language understanding technology to capture the caller's speech and intentions when using AI for voice interactions. This technology ensures that interactions with the system are seamless and efficient while also enabling customers to get the information they require in a timely and efficient manner. The ability to use a customizable human voice or route the phone call to a human agent further enhances the overall customer experience

Campaign Management

Automated Campaign Integration

OneContact Flows allows for automated campaign integration, which enables businesses to distribute marketing and advertising materials efficiently. The service enables you to predefine and automate your campaigns, ensuring that a consistent communication flow is send out via multiple channels, leading to increased customer engagement and ultimately higher conversion to sale rates.

Compatible with Multiple Social Media Platforms

OneContact Flows are compatible with multiple social media platforms, which enables businesses to expand their reach by connecting with customers where they spend most of their time online. Integrating with platforms like Facebook, Twitter, LinkedIn, and Instagram opens up marketing and advertising channels for businesses.

Real-time Analytics

OneContact Flows provides real-time analytics data that enables businesses to understand how customers interact with their service. With the ability to analyze data in real-time, tracking metrics like customer satisfaction, engagement, conversion rate, and more becomes a breeze. This significant feature improves businesses' ability to understand their customers and provide an overall better customer experience.