Omnichannel

Name: Omnichannel Contact Center Software
Author: Voiso

Meet your customers where they are

Satisfy customers' needs across multiple channels simultaneously. Boost your agents’ efficiency, accelerate response times, and enrich CX.

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Many channels, one platform

Easy channel switching

Seamlessly navigate between interactions on 8 unique channels for swift communication.

Smooth handovers

Pick up conversations on any channel and transfer interactions to queues or specific agents.

Sync with your CRM

Easily share relevant customer data between your native CRM system and Voiso.

Ready-made templates

Respond to customer queries in seconds using pre-written message templates for agents.

Workload management

Set limits for the number of channels and interactions agents can handle simultaneously.

Track all interactions

Include omnichannel KPIs in your real-time dashboard and even drill down into every interaction.

All your channels in one space

Voice

Enable agents to handle inbound and outbound calls with ease using our browser-based softphone.

In Voiso’s Agent Panel, users have full control over their call handling. They can access call history, schedule callbacks, conduct after call work, monitor metrics, transfer calls, and much more.

Global numbers

Buy local numbers from 120+ countries or use your own.

Local caller ID

Boost pickups by 500% by using local country codes in your calls.

Fluid campaigns

Shift agents between projects as required by call volumes.

Call monitoring

Record, listen live, and transcribe all of your agents’ calls.

Built-in notifications

Make agents aware of missed calls, campaign info, and more.

Monitor metrics

Allow agents to rate their performance against several KPIs.

SMS

With a 90%+ open rate, SMS is great for sending promotions, notifications and reminders to contacts.

Through Voiso’s softphone, users can quickly send an SMS to contacts during a call or via their call history. You can also create useful templates to save agents’ time.

Use sender IDs

Send SMS under your company name to boost open rates.

Create templates

Compose approved messages for agents to send in just a click.

SMS records

Capture campaign details such as time, date, and sender

Web chat

Give customers rapid support and convert website visitors into leads with Voiso’s web chat function.

Through a built-in widget on your website, visitors have the option to initiate chats which agents can handle within their omnichannel workspace — with all chats being timestamped and stored.

Designed for you

We will adapt the web chat widget in line with your brand.

Easy implementation

One line of code added to your website and you’re all set.

Ready-made replies

Craft response templates for your agents to quickly use.

Messaging Apps

Voiso’s Omnichannel capability includes the most commonly-used messaging apps — representing a combined user base of around 9 billion people (that’s greater than the entire world’s population!).

In just one interface, you can use WhatsApp, Messenger, Telegram, Viber and Instagram DM to connect with more contacts than ever before.

Stay on brand

Communicate with contacts under your company’s profile.

Use rich media

Enable agents to share videos, images, and documents.

Service level timers

Use timers to prompt agents to reply to and resolve queries quickly.

Try Omnichannel for free

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Check out Voiso's other features

Flow Builder

Orchestrate and automate your workflows with ease by using just one visual tool.

Explore

Integrate with your trusted business tools

Quickly connect with Voiso in just a few clicks

See all integrations

"We integrated our Zoho CRM with Voiso. This is valuable for our social media leads which we can quickly contact via Voiso — with all outcomes automatically recorded in Zoho.”

David M. Scheckter,
COO, Karma Group

“We're delighted to utilise Voiso as our trusted online call center solution. With its efficiency and reliability, we are empowered to provide unparalleled support regarding travel services to our global clientele. Voiso has become an integral part of our success."

Kadri Ciga,
Co-Founder, BookingAgora

“We have been using Voiso for years, and it has helped drive our NPS. I highly recommend it to any business looking for a reliable and easy-to-use call center software solution.“

Vanessa Xavier Herman,
Head of Hotel Products, Airpaz

"With Voiso, we have a solution that covers all of our call center needs. The platform and its tools helped us to increase agent productivity by over 50% in just a few weeks."

Bernardo Adelfo Nava Araiza,
Team Leader, Grupo Garflo

Excellent 4.8 out of 5

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FAQ

What is Omnichannel Contact Center Software?

Omnichannel is a customer experience strategy that provides a seamless experience for users across all communication channels. This means your customers can easily switch between phone, SMS, web chat, and even third-party messaging apps without losing context or needing to repeat information.

How does Omnichannel Contact Center System work?

Omnichannel integrates all your communication channels into a single platform. This allows agents to see a complete customer history regardless of the channel used. They can also transfer conversations seamlessly between channels without dropping the interaction.

What are the benefits of Omnichannel Solutions in Contact Centers?

Omnichannel offers several benefits, including:

Increased customer satisfaction: Customers can reach you via their chosen method — and get faster resolutions as a result.
Improved agent efficiency: Agents have all customer information at their fingertips and can switch between channels with ease.
Valuable customer insights: Omnichannel call center software data provides a 360-degree view of your customers, making it easier to attend to their needs in a timely fashion.