Includes 2,500 tickets/mo
Includes:
Voice, SMS, Live Chat, Email, and Facebook Messenger
Includes 5000 tickets/mo
Includes:
Voice, SMS, Live Chat, Email, and Facebook Messenger
Custom ticket volume
Includes:
Voice, SMS, Live Chat, Email, and Facebook Messenger
Add Contact Center AI To Omnicus
Reduce contact rate at scale with intelligent self-service and end-to-end automation.
Pay-as-you-go
Available with: All plans
Customer service is about more than just the answers you give. It's about how you give them.
Pay-as-you-go
Available with: All plans
Below is a long – but not complete – list of features included in every plan
| Omnichannel | ||
|---|---|---|
| Voice | VoiceAdd phone numbers for doing inbound and outbound calling. |  |
| Live Chat | Live ChatDeploy our chat widget with an easy-to-use script on your website. | |
| SMS | SMSProvide customer care through two-way SMS interactions | |
| Facebook Messenger | Facebook MessengerConnect your Facebook page to Omnicus and enable two-way interactions without ever leaving Omnicus. | |
Send and receive emails. | | |
| Smart Routing | Smart RoutingPrioritize and set SLA on all incoming tickets across all channels based on customizable rules defined by your business. | | Ticketing |
| Tickets | TicketsEach new conversation with a customer automatically get its own ticket ID. Make tracking your interactions easier than ever before. | |
| Inbox | InboxEvery new conversation is located in the Inbox, ready to be handled by an agent. | |
| Snooze | SnoozeAre you waiting for a third party or for a customer to send you a reply – snooze the ticket and it’ll pop right back in your inbox once a reply is recevied, or a timeout is reached | |
| Done | DoneOnce an agent considers the ticket as finished, they can mark it as done. | |
| Assign To Agent | Assign To AgentOnce an agent responds to a customer, they are assigned to the ticket. If needed the agent can unassign the ticket and put it back in the queue, or assign it to a colleague. | |
| Intents | IntentsAdd intents to a ticket to make better decisions. Intents can be used when customers dials through an IVR, or perhaps add intents if the customer has an open order in your CRM – it’s up to you. Once the intent is set, Omnicus can route the ticket based on rule sets you of your choice. | |
| Classifications | ClassificationsOnce you’re done with a ticket, you can classify them. Build your classification however you'd like with our flexible admin tool. Setup components like “reason for contact”, “reason code”, “shipping partner”, etc. | |
| 3rd Party Integration | 3rd Party IntegrationOnce you have a ticket open with your customer, you can easily add a third party via voice, sms or email to the same ticket id. | |
| Merge | MergeDo you have two or more tickets that should be handled as a single ticket? Merge them, and they will all have a single ticket id moving forward. | |
| Move tickets | Move ticketsYou can easily move a ticket to a different team, department or queue. | |
| Edit customer details | Edit customer detailsEdit customer details like name, phone numbers, and email. | |
| Ticket history | Ticket historyGet the complete history of each customer located right beneath the customer profile for easy access. | |
| Classification | ClassificationOnce you’re done with the interaction, you can classify them. Build your classification however you'd like with our flexible admin tool. Setup components like “reason for contact”, “reason code”, “shipping partner”, etc. | |
| Canned response | Canned responseUse canned responses for providing quick and resolute answers to previously known questions. Set the right tone of voice from the very start. | |
| Comments | CommentsYou can add internal comments to add more details to each and every ticket or only to the tickets where it’s needed. | |
| Ticket notes | Ticket notesAdd, edit or remove ticket notes to a ticket. It’s a great place to add additional information during conversations. | |
| Queue | ||
|---|---|---|
| Unlimited queues | Unlimited queuesNo imposed limit to the number of queues. | |
| Agents | AgentsUsers can be members of multiple queues and channels, and can have different roles in each queue they belong to. | |
| Unified queue | Unified queueAdd different touchpoints to your queues – like voice, sms, email, etc. | | Voice |
| Local number | Local numberUse a local number from your country. | |
| Web-based phone | Web-based phoneNo need for an external phone system. Just plug in a headset to your computer and make calls through your browser. | |
| On-Hold Music | On-Hold MusicConfigurable On-hold music. | |
| Queue Announcements | Queue AnnouncementsEach queue can have multiple voice replies, such as an initial welcome, and repeating announcements. | |
| Callback | CallbackCaller can choose to leave their number and receive a callback when an agent is available, without losing their place in queue. | |
| Caller ID | Caller IDUse your preferred caller ID when making outbound calls. | |
| Blind transfer | Blind transferTransfer the caller to a 3rd party without consulting with the 3rd party first. | |
| Attendant transfer | Attendant transferTransfer a call but you have the option to speak with the 3rd party before the call is transferred. | |
| Business contacts | Business contactsUse business contacts for easy dialing and/or sending emails to known contacts. | |
| Park calls | Park callsCall parking allows you to put a call on hold and initiate a second, separate call to another party | | Voice Self-Service |
| IVR | IVRInteractive Voice Response (IVR) is a telephony menu system that allows for the identification, segmentation and routing of callers to the most appropriate agents within your team. | |
| Built-in speech recognition | Built-in speech recognitionFull real-time interactions powered by automatic speech recognition. | * |
| Virtual queue call back | Virtual queue call backCaller can choose to leave their number and receive a callback when an agent is available, without losing their place in line. | |
| Virutal Assistant | Virutal AssistantA voicebot/chatbot assisting customers with the option of human handover. | * |
| Live Chat | ||
|---|---|---|
| Chat Script | Chat ScriptGenerate, copy and paste our chat script to your site to get started. | |
| Number in queue | Number in queueCustomer can see its number in queue. | |
| Attachments | AttachmentsSend and receive attachments from and to customers. | |
| Language options | Language optionsSupport for using different languages in chat | |
| Chatbot integration | Chatbot integrationUse our flexible API and connect Live Chat to any chatbot you’ld like. | * |
| Customizable | CustomizableCustomize your welcome message, buttons, colors and more. | | SMS |
| Local number | Local numberUse a SMS number from your country. | |
| Mask number | Mask numberYou can mask your number by adding name/text from the “From” number. | |
| Two-way | Two-wayProvide customer care through two-way SMS interactions. | | Facebook Messenger |
| Customer support | Customer supportConnect your facebook page to Omnicus and handle your customer questions in the same interface as all other touchpoints. | |
| Single profile | Single profileConnect your customer profile with their facebook profile to get a unified view of the customer | |
| Custom domain | Custom domainUse your own domain for sending and receiving email | |
| Attachments | AttachmentsSend and receive attachments like you would any other email client | | Reporting & Analytics |
| Intents | IntentsSet intents to customer interactions. In turn you can use those intents to route interactions differently, automate the interaction or simply use it for better reporting | |
| Classifications | ClassificationsOnce you’re done with a ticket, you can classify them. Build your classification however you'd like with our flexible admin tool. Setup components like “reason for contact”, “reason code”, “shipping partner”, etc. | |
| Historical reports | Historical reportsEvery interaction is logged, so you can use the insights to improve your contact center over time. | |
| Real-time supervisory monitoring | Real-time supervisory monitoringGet a real-time view of what each and every agent is doing “right now” and what profiles and statuses are they in. | |
| Real-time wallboard monitoring | Real-time wallboard monitoringSetup customizable wallboards for real-time monitoring your contact center in the day-to-day. Metrics like; tickets in queue, longest wait, service level, longest wait, time of abandonment, and many more. | |
| WFM | WFMUse the insights you get from Omnicus to plan for the right workforce. We provide insights into what and for how long an agent is working while they are logged into Omnicus. | |
| 80+ metrics | 80+ metricsWe have more than 80+ dimensions and measures to choose from. | |
* add-on needed
Remove the friction between your contact center, and your customers today.
Let our powerful, easy-to-use contact center software be your competitive advantage.
Book A Discovery Call