Omni Documentation
Omni is the "beating heart" of your digital entrepreneurship - a complete omnichannel platform, that centralizes all your communication channels into a single, smart, flexible and easy-to-learn interface.
Why Omni transforms your digital attendance service?
Forget about fragmented attendance service. With Omni, your agents answers WhatsApp, Instagram, Facebook, Telegram, E-mail, Voice, Webchat, SMS and Consumidor.gov — in a single screen, with all historical data, total visibility for each costumer, independent from the previous used channel.
What can be done with Omni:
🔀 Multi channels, a single vision
Set up exactly which channels each agent calls on, set simultaneous attendances, distribute smart queues for the right groups - no technical need for each setup.
🧠 Context in Every Conversation
The consolidated, multi-channel history ensures that no customer has to repeat their story. The agent already knows who the customer is, where they came from, and what they need before the interaction even begins.
📊 Management with real visibility
Monitor your operations in real time, generate detailed management reports, and oversee agent performance with dashboards that show what really matters.
⚙️ Configuration at the manager’s fingertips
Set up IVRs, register customers, define services and products, create bulk messaging campaigns, and adjust service workflows—all in a simple and straightforward way, without the need for technical support.
📞 Uncompromising voice quality
Unlike solutions that rely on VoIP, Omni operates using ISDN digital telephone channels, ensuring top-quality calls with the cost efficiency that only digital technology can provide.
Everything Omni Offers
| Feature | Description |
|---|---|
| Multichannel Support | WhatsApp, Instagram, Facebook, Telegram, Email, Voice, Webchat, SMS, Consumidor.gov |
| Unified History | Consolidated by customer, regardless of channel |
| IVR Configuration | Build voice flows without programming |
| Agent Management | Define channels, queues, and simultaneous handling capacity per agent |
| Agent Assignment | Assign customers to specific agents for personalized service |
| Broadcast | Send bulk messages via WhatsApp and SMS |
| Management Reports | Detailed performance and history exports |
| Real-time supervision | Live monitoring of agents and calls |
| Satisfaction surveys | Customizable NPS and CSAT |
| Integrated softphone | Telephony directly on the platform, without additional hardware |