A contact center your customers don't have to go out and buy.

The queues, cases and AI to handle voice, chat, WhatsApp, SMS and email, layered onto the phone system your customers already run. Contact-center capability for the SME accounts that need it, without a separate platform to stand up.

The argument

Customers don't think in channels.

Customers reach out however suits them. In most setups each channel is its own tool with its own inbox, handled by a different person, with the team stitching it together by hand. Omnichannel brings every channel into one workspace, where each contact becomes a case a team can pick up, assign and work together, on top of the same phone system the business already runs.

What’s inside

One workspace for every customer conversation.

The channels.

Voice, WhatsApp, SMS and email, all in the same place.

Case management.

Every interaction becomes a ticket. Categorize cases, assign an owner, add internal notes, and work them as a team with shared history. The AI writes up call-cases on its own.

Built for agents and supervisors.

Agents get a focused workspace: log in and out of queues, take and transfer contacts, pause for wrap-up. Supervisors get the controls to run the floor: see who is available, monitor calls live to coach, and manage how contacts are shared.

The queue and the routing.

The queues, routing and call strategy to share incoming contacts across the team, callback so a customer can drop out of the queue and be rung back, wrap-up time, and opening hours on the front of it.

The live view, and the record.

A real-time picture of what is happening now: how many contacts are waiting, who is available, the longest wait. And every contact, agent and queue feeds the reporting in Analytics.

Connections

One contact, connected
to everything around it.

Because omnichannel shares the workspace, a customer contact connects to what sits around it. The AI can take the first call and open the case. The phone system carries the voice. A ticket flows into the customer’s CRM through the workflow layer.

Why it matters to you

Sell the contact center, not just the line.

Most operators sell their customers communication. We let you sell them the way they handle their own customers: contact-center capability layered onto the same base, for the SoHo and SME accounts that need to handle customers well without standing up a heavyweight platform. A higher-value tier in accounts you already have, and a stickier one.

Proof

In production, across channels.

Omnichannel runs today with operators serving their business customers, handling real calls, chats and messages. Telavox runs its own customer support on it too.

A contact center your customers don't have to go out and buy.

Customers don't think in channels.

One workspace for every customer conversation.