Omni Channel Contact Center
Omni Contact Center is a comprehensive solution that integrates and manages multiple communication channels, allowing businesses to create a unified communication system. This enables seamless interaction between businesses and customers, allowing for smooth transitions between different communication channels without interruptions
Omni Contact Center excels in managing Call Centers and processing ticket workflows, aligning with modern management trends to offer flexibility and convenience for businesses.
Unified Communications
Secure Messaging
Encrypted messaging to ensure confidentiality and security of communications.
UC Desktop Client
Unified Communications desktop client available for both iOS and Android platforms, facilitating seamless communication across devices.
Secure Video Conference
Encrypted video conferencing to provide a secure environment for virtual meetings.
Web Click to Call
Enables click-to-call functionality directly from websites, compatible with both Windows and iOS platforms.
Multi channel integration
Voice PSTN
Integrate with PSTN for traditional voice communication.
SMS
Manage and send Brandname SMS messages according to registered templates.
Connect your business email for direct sending and receiving of emails with customers.
Website
Implement communication channels such as chat and VoIP on your business website.
Website – Co-browsing
Enable users to interact and share screens through co-browsing.
Social Channels
Connect with customers across various social media platforms, including Facebook, Zalo, and WhatsApp.
Advanced System Features
Visual IVR Designer
Not only is the IVR configured with a standard greeting on the switchboard, but OnCallCX also allows designing visual interfaces and animations to display on mobile screens allowing users to interact with the IVR.
Screen & Call Recording
Enable recording of both calls and screen activities of call center agents.
Queuing & Call Handling
Intelligent call distribution and queue management for optimized handling.
Wallboard
Real-time monitoring dashboard providing an overview for precise and continuous management and supervision of system status and activities.
Call Center Management
Add/Remove Agents
Manage call center agents by creating or deleting agent accounts.
Define Skillset for Agent
Classify and define skillsets for each agent.
CRM Management
Multiple Customer Management Templates
Diverse customer management interfaces with customizable templates for user preference.
Display Customer Information for Imcoming Calls
Automatically pop up customer information during incoming calls, facilitating agents’ access to relevant details.
Import/Export Customer Contact Data to System
Quickly and easily import and export customer contact data.
Ticket management
Multiple Ticketing Templates
Provide a variety of ticket interface templates.
Create, Edit Tickets
Allows Call Center Agents to create, edit, and delete Tickets
Ticket Assignment to Agent with Notifications
Manage and assign tickets to agents, with notifications sent to the assigned agent for action.
Knowledge base management
Create, Edit Knowledge Base
Create and edit knowledge base content.
Create Article Number for Knowledge Base Items
Manage the knowledge base by assigning numbers to each article for easier administration and future use.
Import/Export Knowledge Base
Import and export knowledge base data.
Queue Routing
Based on Timebands
Route calls based on the time of day, aligned with the business’s working hours.
Based on Agent’s Skillset
Route calls and tickets according to the skillset of agents, matching tasks with their expertise.
Based on Customer Types
Route calls based on the importance of the customer.
Based on Most Idle Agent
Route calls based on Agent's idle time
Application
Multi platform
Access and manage the system through web applications on popular browsers like Chrome, Firefox, and Edge
High Stability
Ensure stable connections across application platforms.
Monitoring Features
Agent Management
Manage and monitor call center agents in real-time.
Call Whisper, Call Barge-in, and Call Monitoring
Allow managers to listen, intervene, and provide silent guidance during calls, supporting agents in real-time and enhancing customer experience.
Multiple Wallboard Templates
Support for a variety of Wallboards helps administrators grasp information in the simplest and most intuitive way. Information is updated in Realtime.
Agent Activity Overview
Monitor agent's status
Create Campaign
Create and monitor campaigns.
Campaign management
Voice Campaign Supporting Preview Dialler, Progressive Dialler
Create and manage voice campaigns with support for Preview Dialler and Progressive Dialler.
SMS Campaign
Create and manage SMS campaigns, including template management, and oversight and reporting.
Email Campaign
Create and manage voice campaigns with support for Preview Dialler and Progressive Dialler.
Zalo Outbound Message Campaign
Create and manage SMS campaigns, including template management, and oversight and reporting.
Report management
Inbound Statistic Report
Manage and review statistics on customer information reception.
Campaign Report
Analyze data from executed campaigns to create materials for planning future campaigns.
Ticketing Report
Provide an overview of ticketing statistics for monitoring, controlling, and directing workflow.
SLA Statistic Report
Statistical report on Service Level Agreements (SLA).
Agent Performance Report
Report on the performance of call center agents.
