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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

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.

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.

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
Testimonials

Teams that unified their channels saw results fast

“Our agents stopped switching between 5 tabs. Everything in one queue. Average handle time dropped 19% in the first 30 days.”

Operations Director
Operations Director
Brightpath Services

“A customer started on chat, then called back. The agent saw the full conversation history immediately. No repeated context — the customer was floored.”

CX Lead
CX Lead
Pinnacle eCommerce

“We deflected 34% of email inquiries with AI self-service before they hit the queue. Agents now handle only the conversations that need a human.”

Support Manager
Support Manager
CloudStack

“Our agents stopped switching between 5 tabs. Everything in one queue. Average handle time dropped 19% in the first 30 days.”

Operations Director
Operations Director
Brightpath Services

“A customer started on chat, then called back. The agent saw the full conversation history immediately. No repeated context — the customer was floored.”

CX Lead
CX Lead
Pinnacle eCommerce

“We deflected 34% of email inquiries with AI self-service before they hit the queue. Agents now handle only the conversations that need a human.”

Support Manager
Support Manager
CloudStack
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.

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

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