OmniDesk unifies voice, SMS, email, live chat, and WhatsApp in a single agent workspace — with intelligent routing, predictive dialling, real-time supervisor monitoring, and deep CRM integrations for contact centres of any scale.
OmniDesk is a fully cloud-hosted contact centre platform that consolidates all customer communication channels into a single unified agent workspace. Agents handle inbound and outbound voice calls, SMS, email, live chat, WhatsApp, and social media without switching applications, while supervisors gain real-time visibility through comprehensive live dashboards.
Designed for businesses of all sizes — from boutique customer support teams to enterprise contact centres with thousands of concurrent agents — OmniDesk scales elastically with demand and deploys in days, not months.
Voice, SMS, email, chat, WhatsApp, and Messenger in one unified queue — with full customer context preserved across channels and sessions.
Skill-based ACD matches every customer to the most qualified available agent, with overflow rules, priority queuing, and SLA tracking.
AI-powered outbound dialling with three modes — predictive, progressive, and preview — boosting agent talk time and campaign conversion rates.
Real-time wallboard, agent status monitoring, whisper coaching, and barge-in for supervisors to manage quality and performance live.
Skill-based routing with priority queuing, overflow rules, callback scheduling, and real-time SLA breach alerts for inbound voice queues.
Drag-and-drop IVR flow designer supporting DTMF keypress, speech recognition, dynamic data-driven menus, and third-party API lookups.
AI-powered outbound dialling with predictive, progressive, and preview modes, campaign management, list scrubbing, and do-not-call compliance.
Unified agent inbox for voice, SMS, email, live chat, WhatsApp, and Facebook Messenger — all in a single browser-based workspace with full history.
100% encrypted call recording with configurable retention, quality evaluation scorecards, supervisor playback, and automated QA triggers.
Live wallboard displaying queue depth, agent availability, AHT, CSAT scores, SLA compliance, and abandonment rate — updated every second.
Pre-built connectors for Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics 365, and Zendesk with screen-pop on inbound and automatic activity logging.
Agent scheduling, shift planning, forecasting, real-time adherence monitoring, and performance analytics for contact centre operations managers.
| Deployment | Cloud SaaS, on-premise, or hybrid |
| Agent Capacity | 1 to 5,000+ concurrent agents |
| Channels | Voice, SMS, Email, Live Chat, WhatsApp, Messenger |
| Call Recording | 100% with AES-256 encryption |
| Integrations | REST API, webhooks, 150+ pre-built connectors |
| Compliance | GDPR-ready, HIPAA option, PCI-DSS compliant recording |
| Uptime SLA | 99.9% guaranteed |
| Support | 24/7 technical support included |
| Onboarding | Typically live within 5–10 business days |
Private cloud deployment with data residency in Hong Kong, Singapore, EU, or US available. HIPAA Business Associate Agreements (BAA) available for healthcare customers.
Reduce average handle time, improve first-call resolution, and monitor agent quality in real time for inbound customer service teams of any size.
Drive outbound sales campaigns with predictive dialling, lead list management, call scripting, and conversion analytics — all in one platform.
Meet compliance requirements with encrypted call recording, PCI-DSS compliant payment capture, and HIPAA-ready data handling options.
Book a live demo with our product specialists. We'll walk through your use case, show you the platform, and provide a tailored deployment plan.