Studio
Decide what happens when someone gets in touch.
Make rules for what happens when someone calls or writes. Omnicus follows them. This applies to calls, email, chat, Messenger and SMS.
When this happens, Omnicus does this
Here are some example rules. You decide the rules yourselves, and we help you set them up.
Write the message once
Write the text. Callers hear it read aloud. People who write in get it as text. You do not need to record anything, but you can use your own sound files on the phone if you want.
- Norwegian, English, German, French and Spanish
- Arabic and Ukrainian
- Change the text when you need to
Example
“Thank you for getting in touch. We are at lunch until 12, and will answer you after that.”
The building blocks in Studio
What the customer hears or reads
You decide what is said.
- Phone menu“Press 1 for customer service, 2 for invoices.” Only on the phone.
- MessageWrite the text. On the phone it is read aloud. By email and chat it is sent as text.
- Your own sound filesWant your own voice on the phone? Upload the sound file.
- Enter numbersFor example a customer number, so the case goes straight to the right place.
What happens to the case
Where it goes, and when.
- Opening hours and public holidaysA separate message when you are closed, at lunch or on a public holiday. Applies to all channels.
- Send to a queueThe case goes to the people who answer that exact topic. Read about queues.
- Call a colleague or a numberFor example straight to the on-call phone.
- AI answersWhat you have decided, like opening hours. If the customer wants to talk to someone, the case moves on.
- Offer a callbackIf you want. The caller does not have to wait on the line.
Check something first
Studio can check a spreadsheet or another system before the case moves on.
- Google SheetsFor example who is on call today.
- Your own systemsStudio asks the system, and uses the answer to choose where the case goes.
Questions about Studio
Is Studio only for the phone?
No. The same rules apply to email, chat, Messenger and SMS. You set up opening hours and queues once, and they apply to all channels.
Do we have to set up everything ourselves?
No. We set it up together with you when you start. After that, you can change it yourselves.
Can AI answer customers?
Yes, on the things you have chosen, for example opening hours. This works on the phone, in chat and by email. If the customer wants to talk to someone, the case goes to a colleague.
Can we change the rules ourselves?
Yes. You change text, choices and where the case goes, without calling us.
Who can make changes in Studio?
The people who have been given access. Read about roles and access.
See it set up the way you work
In the demo we show the channels you need, with the queues and opening hours you have today. We also answer questions about price and getting started.