Optimise operational efficiency
Help agents work faster and give supervisors clearer control. With connected channels, smart routing and real-time visibility, teams can reduce manual work, improve service levels and make better use of agent time.
Contact center software that connects every customer conversation
Deliver faster responses, improve agent productivity and give customers a more consistent experience across channels.
Elevate contact center service performance
Enreach Omnichannel helps contact centers optimise operational efficiency, automate without complexity, and get greater value from their technology investment — all in one business-ready platform.
Automate without complexity
Use automation and AI to simplify routine work, support agents and improve service consistency. Enreach Omnichannel helps teams scale service operations without adding unnecessary system complexity.
More value from your investment
Choose a flexible platform that delivers strong contact center capability without enterprise-level cost or complexity. Modular packages, practical onboarding and ongoing support help you reach value faster.
One platform for every type of customer interaction
Enreach Omnichannel brings voice, chat, email, messaging, automation and customer data together in one flexible platform, helping contact center teams improve service performance without unnecessary complexity.
-
Whatsapp
-
Webchat
-
SMS
-
Phone calls
-
Web calls
BETTER OUTCOMES ACROSS YOUR CONTACT CENTER
Connecting your channels in one platform delivers measurable improvements across the contact center.
Higher first-contact resolution - Full customer context in one view means more issues are resolved on the first interaction.
Reduced handle time - Agents stop switching between systems, cutting average handle time and internal handoffs.
Higher agent productivity - A single, intuitive interface lifts agent utilisation without adding headcount.
Lower operating cost - Fewer tools to license, maintain and train on, with a lower cost per interaction.
Reduced manual work and errors - Automation and a unified workspace remove repetitive steps and reduce operational mistakes.
Informed, real-time decisions - Live dashboards give supervisors the visibility to act on what is happening right now.
Faster issue identification - Problems are spotted and corrected sooner, before they affect service levels.
Improved customer satisfaction - Faster, more consistent service across every channel makes for a better customer experience.
Built to connect, designed to scale.
Flexible and configurable to your operations, with customisable features that adapt to your processes - not the other way around. Plus optional AI to support your team.
Account Management
Consult and manage your contracted services and access all the relevant information about your account and billing.
- Account information / edit
- Billing detail / edition
- Management and user permissions
Configuration
Guarantee the fastest and most efficient response for your clients. Define and configure your infrastructure and the experience of your customers.
- Lines
- Agents
- Call redirections and limits
- Personalized voice-overs
- Automatic Call Distribution (ACD)
- Automatic Call Management (IVR)
- Automatic Speech Recognition (ASR)
- Custom waiting queues
Agents
Boost agent collaboration and individual productivity.
- Send / receive messages from WebChat or WhatsApp
- Send / receive calls from a Webphone or IP terminal
- Three-Way-Call
- On-hook mode
- Call rescheduling (callback)
- Conversation transfer
- Call recording
- Types and call notes
- After Call Work (ACW)
CRM
Connect your work tools and increase agent productivity through the automation of processes, opening of files, customer data and the operational integration of the call with the most used CRM and commercial helpdesks.
- Integrated Agent in commercial CRM
- CRM module integrated in masvoz platform
- Customer contact information on incoming call
- Incoming call search automation
- Data log, details and call recordings
Supervisor
Observe, analyze and act in real time. Manage, modify and make decisions according to the performance of your center and your agents.
- Real-time monitoring / management of total calls, agents and queues
- Statistics by queue: agents, calls and online call listening
- Whispering: instant communication with agents and distribution of calls according to% of load or distribution of origin, etc.
- Queue wallboard
Statistics
Make secure and proven decisions. View the details associated with all conversations, access the call history, play or download the conversation recordings
- Reports by service and agents
- Details of managed calls
- Survey result report
- Manage your reports easily
- View details of the conversation
- Advanced filters
- Listen and download call recording
- Detail of typifications and notes
- Data export
Integrate with your favorite CRM
Flexible CRM integration that adapts to your operation. Embed Omnichannel in your CRM, or bring your CRM data into Omnichannel — your existing CRM and ticketing infrastructure stays in place.
Ready to request a demo?
Our Cloud Contact Center combines the most innovative benefits of the cloud with the requirements of telephone-based customer service. Get in touch to see how our Cloud Contact solution can help you work wonders!
ENREACH CONTACT CENTER SOLUTIONS
Powerful outbound calling software
With Enreach Outbound you can power proactive outreach with intelligent outbound dialer software that maximises contact rates, improves efficiency and drives revenue from every interaction.
