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CPaaS Omni Channel Solution

CPaaS Omni Channel solution provides the rich features of a professional call center that enables companies to select the most convenient mode of communication with your brand.

With this solution, you can monitor and control performance indicators to maximize work productivity enabling the agents to work from virtually anywhere in the world and thus providing 24/7 customer service. Superior customer experiences are the natural result.


Our Omni Channel can even act as an auto-dialer for clients who need to run sales marketing campaigns that can carry out automated call campaigns. 

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All interactions on one platform

Inbound Interactions

Self-service options, smart call routing, and an intuitive call flow builder help you manage a high volume of inbound calls.


Outbound Interactions

Using an auto-dialer, you can double your telemarketing efficiency while maintaining full compliance

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Ease Of Use

Easily manage operations and call centers system with minimum technical knowledge.

Rich insights and Analytics

Analyze your KPIs on real-time dashboards and react quickly to the hold time, resolution time, number of people in the queue and more.

Workforce Optimization

Enabling brands to staff agents to work from virtually anywhere in the world and thus provide 24/7 customer service. 

Flexible & Scalable

The on-demand nature of cloud solutions allows true scalability for companies when needed. Easily customize the service anytime for unlimited scalability.

Quality Management  

Recorded calls are for coaching and compliance purposes.


Personalized customer interactions by integrating your call center solutions with your CRM and other business applications. 

Main Features

Workflow Management

  • Dashboard

    • Custom dashboards turn a matrix of numbers into actionable insights that match customer unique needs. Organize data with custom dashboards and reports. 

  • Communication Hub

    • Monitor your call center data when the agents are on the call to make quick decisions and improve your operating efficienc

  • Supervisor Tools​

    • With special tools, supervisors have access to active calls monitoring (call barge, call spy, whisper), and queue management, with detailed agent performance history.

  • Agent Tools

    • Agents are able to add notes for calls on the portal pop-up box, view the call history for customer inquiries and expectation

Workforce Management

  • Auto Attendant

    • Personalize customer journeys and offer self-service voice options with a graphic, flexible IVR solution

  • Advance Call Routing​​

    • With this feature, you can make use of Ring All / Round Robin / Skill-based Routing / Sticky Agent

  • Announcement Message

    • Customize the message content by text and mp3 file, and play when the customer waiting in the queue

  • Outbound Campaign

    • ​Act as an auto-dialer for the campaigns with the uploaded number list

Related Resources

Product Deck

A visual presentation with the overview of CPaaS Omni Channel

Contact Center KB

This KB portal aims to support the agents to understand how to use the Inbound Contact Center 

Product Spec

CPaaS Contact Center construction, what it’s used for, how it works, and more

Live Chat KB

This KB portal aims to support the supervisors to understand how to use the Live Chat 

Agent Guide

This deck aims to support the agents to understand how to use the Omni Channel

Supervisor Guide

This deck aims to support the supervisors to understand how to use the Omni Channel

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