Customer experience / PRODUCT

Omni Channel Digital Call Center

Run inbound and outbound customer calls and digital conversations with intelligent routing, browser-based agent tools, live supervision, and accountable reporting.

01 Voice calls02 Digital channels03 Live supervision04 Reporting and control

OVERVIEW

Make every complex operating moment easier to manage.

**Supervisor staffing — sample view** View full screenshot ↗

Omni Channel Digital Call Center gives service and sales teams a browser-based voice workspace for inbound and outbound calls. Agents can answer or dial, hold, mute, transfer, use the keypad, manage multiple call tabs, search customer records, review call history, capture contact reasons and notes, send approved SMS, create cases, and complete dispositions without moving between disconnected tools.

The same product brings webchat, WhatsApp, Facebook, Instagram, email, and API conversations into one customer operations workspace. Agents see the conversation, customer context, knowledge, and next action in a single view. Supervisors can configure IVR paths, ACD queues, routing skills, dispositions, quality checks, and reporting, while live dashboards show agent state, queue demand, response speed, workload, and customer feedback.

What it unlocks

↗Route inbound and outbound calls through configurable IVR, ACD queues, DIDs, skills, extensions, and operating rules.

↗Give agents a browser-based softphone with answer, dial, hold, mute, transfer, keypad, multi-call tabs, and clear call-state controls.

↗Keep customer context close with contact search, account details, call history, notes, reason codes, SMS, and case creation in one workspace.

↗Bring webchat, WhatsApp, Facebook, Instagram, email, and API conversations into one tenant-aware service workspace.

↗Help agents handle concurrent conversations with a focused inbox, live counters, reply composer, attachments, transfers, wrap-up, and disposition closure.

↗Give supervisors a live operations view for queue health, agent activity, response speed, workload, and customer feedback.

↗Turn conversation history into useful decisions with channel, concurrency, outcome, adherence, QA, CSAT, and sentiment reporting.

OUTBOUND OPERATIONS

Choose the right way to reach customers.

Plan recorded broadcasts, agent-assisted campaigns, and calls that begin with a review of the next contact.

01 / VOICE BROADCAST

Voice Blast

Schedule recorded messages for a contact list, control campaign timing, and track delivery results. Optional keypad response flows let customers respond during the call.

02 / AUTOMATED DIALING

PD · Predictive Dialer

Run outbound campaigns with dialing pace linked to available agents. Import leads, assign campaign agents, and review call outcomes and campaign results.

03 / AGENT REVIEW

Preview Dialer

Show the next lead to an agent before the call. The agent can review the contact, confirm the attempt, or skip it within the campaign's preview window.

INSIDE THE PLATFORM

Workflows. Built for the people doing the work.

A closer look at the real interfaces and operating journeys your teams, managers, and the people they serve rely on every day.

SCREEN 02 **Non-voice agent console — sample view** An illustrative inbox shows five sample interactions across digital channels and a conversation. No live customer details are shown.

SCREEN 04 **Operations and routing tools** Administration brings people, routing, integrations and quality controls together.

SCREEN 05 **Voice summary report** A populated historical report shows call volume, answer rates and skill performance.

SCREEN 06 **Digital interaction report** Aggregate daily metrics show received, responded, resolved and pending interactions.

START WITH A CONVERSATION

Have a complex workflow in mind?

Tell us what you want to build, improve, or automate. We will help shape the right product path.

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