Comm100 & Deltapath – Delivering complete & unified omnichannel communications for the very best CX

Deltapath is a specialty unified communications provider serving Global 1000 companies. They specialize in solutions that unite different communication platforms, audio and video equipment, telephones, desktops, and mobile devices to make communication accessible and intuitive. Deltapath focuses on integrations that boast productivity and faster business decisions by relaying the right data to the right person, at the right time.

In today’s digital-first world, consumers expect flexibility and choice when connecting with companies. Rather than being restricted to one or two communication channels, consumers want the ability to choose whatever channel works best for them in that moment.

To deliver this experience in the past, teams were forced to juggle several platforms, switching from one system to another. This was inefficient, prone to errors, and created major data silos between channels that resulted in poor customer experience (CX) and limited the insight they could gain from customer communications.

Comm100 Omnichannel connects every key digital channel within one platform, bringing together live chat, email, social media, SMS and chatbot into one console. By partnering with Deltapath, Deltapath’s voice and video capabilities are now integrated into Comm100’s platform, offering organizations a complete communication solution that delivers:

• Lower costs
• Greater efficiency
• Improved CX

The integration of software provides a seamless experience for the agent and customer. When an incoming call is assigned to an agent, the Comm100 agent console alerts the agent and offers them call controls such as answer, hold, and transfer.

The addition of Comm100 Voice Bot to Deltapath’s platform also adds much-needed automation to their offering. Comm100 Voice Bot is an AI-powered virtual assistant that communicates with customers via speech through digital voice and telephony channels. It harnesses speech analytics to understand customer intent before offering a self-service solution or routing customers to the most appropriate agents. Other features include adding rules for when to escalate a bot interaction, webhook integrations that allow automated voice responses to various transactional queries, and tools to extract additional insights from voice bot conversations.