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AI Omnichannel Contact Center

Every Channel, One Intelligent Queue

Unify voice, chat, email, and SMS in a single smart queue. AI routes every conversation to the right agent with full cross-channel context — no tab switching, no repeated questions.

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JR
Jamie R.
Cross-channel journey · 39 min
Resolved
Website Chat9:02 AM
Hi, I need help with my order
Email9:15 AM
Re: Your inquiry — we are on it
SMS9:18 AM
Confirmation sent to your phone
Voice9:24 AM
Escalated · 4m 22s with Riley K.
Chat · Resolved9:41 AM
Issue fixed. Full refund processed.
Full context preserved
Smart routed · Tier-2
OMNICHANNEL PLATFORM

Every Channel. One Intelligent Queue.

Every inbound touchpoint flows through a single routing brain — then lands on a unified agent desktop with complete history.

Voice
Live Chat
Email
SMS
Smart Routing Engine
Route by skillRoute by languageRoute by tier
Agent Desktop
One inbox. All channels. Full history.
Unified Queue
Voice, chat, email, and SMS merged into a single prioritized queue — no channel silos, no tab-switching.
Cross-Channel Context
Every prior interaction, regardless of channel, visible to any agent in one full timeline.
Smart Routing
Route by skill, language, tier, or channel — automatically, with zero manual triage effort.
Channel Analytics
Compare volume, handle time, and CSAT across every channel from a single reporting dashboard.
AI Self-Service
Deflect routine inquiries with AI before they reach the queue, on any channel simultaneously.
Instant Channel Switch
Agents escalate or pivot a conversation's channel without losing history or context mid-interaction.
CUSTOMER CONTEXT

The Full Story, Always Available

When a customer contacts you on chat, then calls back 2 days later, the agent sees the entire chat conversation automatically. No re-explaining. No lost context. Every channel in one timeline.

Full conversation history across all channels
Timestamps, agent notes, and dispositions included
Available to any agent who takes the next interaction
Conversation Timeline
ChatDay 1 · 2:14 PM
Asked about delayed shipment #4421. Resolved.
EmailDay 2 · 10:03 AM
Follow-up on replacement ETA. Agent: Marcus
Voice callDay 3 · 4:22 PM
Called to confirm replacement arrived.
CHANNEL ANALYTICS

See What's Working Across Every Channel

Real-time performance metrics for every channel in one dashboard view.

Voice

Avg Handle Time4m 12s
CSAT Score94%
Volume Today312 contacts

Chat

Avg Handle Time3m 48s
CSAT Score96%
Volume Today158 contacts

Email

Avg Handle Time8h 24m
CSAT Score91%
Volume Today89 contacts

SMS

Avg Handle Time2m 05s
CSAT Score98%
Volume Today204 contacts
HOW IT WORKS

Launch an omnichannel contact center in three steps

Bring every channel into one queue, route each conversation to the right team, and let AI and analytics keep it running.

01

Connect your channels

Bring voice, live chat, email and SMS into one queue on every plan. WhatsApp and social channels are available on Enterprise.

02

Set your routing rules

Route by channel type, customer tier, language or skill, so each team handles the right conversations while still seeing shared queues.

03

Launch with AI and analytics

Let AI self-service handle routine questions, then compare volume, handle time and CSAT across channels from one dashboard.

WHO IT'S FOR

Omnichannel support for every customer-facing team

Wherever your customers reach out, one queue, one timeline and one set of routing rules keep every conversation connected.

Support teams

Resolve issues faster with one prioritized queue, full cross-channel history and automatic routing to the right agent.

Omnichannel for support teams →

Retail and eCommerce

Answer shoppers wherever they reach out, and move from chat to a call without losing context mid-conversation.

Omnichannel for retail →

Financial services

Keep every customer conversation in one timeline, with timestamps, agent notes and dispositions included.

Omnichannel for finance →

SaaS and tech

Route by customer tier and language, and let AI deflect routine inquiries before they ever reach an agent.

Omnichannel for SaaS →

Part of the MeraTalk cloud contact center. Add AI agent assist to coach agents live, or explore the full MeraTalk AI suite.

FAQ

Questions about Omnichannel

Can't find what you need? Our team usually replies in under 4 minutes during business hours.

Still have questions?

Chat with usSend an email

Voice, live chat, email, and SMS on all plans. WhatsApp and social channels are available on Enterprise.

No. All channels are handled in one agent desktop — a unified inbox sorted by priority and wait time.

Yes. Full history across all channels and all time is available to any agent handling the customer. Context never resets.

Yes. Route by channel type, customer tier, language, or any combination. Teams specialize while still seeing shared queues.

Yes. AI self-service deflects routine inquiries before they reach the queue, on any channel at the same time, so agents spend their time on the conversations that need a person.

Yes. Compare volume, handle time and CSAT for every channel from a single reporting dashboard, so you can see which channels are working and where to staff up.

Get Started Today

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Take your first call before lunch.

Same product, same support, same compliance on every plan. The AI receptionist is included from day one.

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