Omnicus Call Center Analytics

Omnicus is a cloud-based contact center platform that revolutionizes how businesses manage customer interactions across multiple communication channels, including voice, live chat, email, social media, and SMS. The company was founded in 2016 by Eivind and Glenn, who brought over a decade of experience from the telecommunications sector to address the evolving needs of client communication. Their mission was to enhance telecom systems' integration and communication capabilities with newer technologies such as email, text messaging, live chat, social media, and virtual agents. This drive to innovate stemmed from seeing the challenges faced by contact centers that needed to handle massive volumes of user interactions efficiently and effectively.

Omnicus offers a suite of services designed to elevate the customer experience through the integration of human agents and advanced AI technology powered by Google. Their Contact Center AI is adept at conducting natural conversations with customers, enhancing operational efficiency, and providing personalized care from the initial interaction. The AI intelligently takes action based on input and seamlessly transitions interactions to human agents without losing the conversational context, making the process efficient and user-friendly. Furthermore, Omnicus's platform is built with the flexibility to support remote work environments, exemplified during a collaboration with Maxbo, a retail chain. The platform's automation and smart routing capabilities ensured that Maxbo's customer service could be conducted from home offices without compromising service quality. The unified interface of Omnicus harmonizes various communication channels, thereby mitigating the common issue of fragmented customer experiences and enabling businesses to offer consistent and effective customer support across all touchpoints.

Omnicus.com offers a comprehensive cloud-based Contact Center platform designed to enhance the customer experience by leveraging artificial intelligence (AI) technologies in conjunction with a range of communication channels. Their platform integrates voice, live chat, email, social media, and SMS interactions into a unified interface, making it simpler for businesses to manage customer interactions seamlessly across different media.

One of the standout features of Omnicus is its AI capability, powered by Google's Contact Center AI. This technology is engineered to converse naturally with customers, providing intuitive and personalized customer care from the initial contact. It improves operational efficiency by taking automatic actions based on input and skillfully assists human agents with more complex cases. Importantly, it transitions interactions to human agents without losing the context of the conversation, ensuring a smooth customer experience.

The platform also includes sophisticated tools like interactive voice response (IVR) systems, speech recognition, internal comments, and canned responses to help streamline support processes. These features empower agents to be more efficient, precise, and quick in resolving customer inquiries. Moreover, the total control over communication channels offered by Omnicus ensures unparalleled transparency and helps businesses stay on top of all incoming support inquiries.

Omnicus Analytics adds another layer of value by providing deep insights into contact center interactions. With built-in measures, reports, and dashboards based on years of experience in the contact center space, Omnicus Analytics allows businesses to view key performance indicators (KPIs) from different perspectives. Users can drill down from high-level KPIs and charts to individual interactions, enabling them to identify the root causes behind changes and trends in their metrics. This data-driven approach aids in making informed decisions to enhance customer service.

Founded in 2016 by individuals with extensive experience in delivering communication solutions, Omnicus was created to improve how telecom systems integrate with emerging technologies like email, text messaging, live chat, and social media. This vision is evident in their offering's ability to handle sophisticated communication needs at scale, making it a suitable solution for businesses looking to elevate their customer service through technology.

Omnicus offers several pricing plans for its contact center software, catering to businesses of different sizes and needs:

1. **Pro Plan**: Priced at $350 per month, this plan includes up to 2,500 tickets per month.

2. **Advanced Plan**: At a cost of $700 per month, users can handle up to 5,000 tickets monthly.

3. **Enterprise Plan**: This is a custom plan designed to meet the specific needs of larger organizations, with pricing and ticket limits tailored to the user's requirements.

Additionally, there's a reference to starting prices in other contexts:

- A starting price of $500.00 per month is mentioned, though it's not clear how this price fits with the outlined plans above. This might reflect an updated pricing structure or an alternative base plan.

Each of these plans likely includes various features to support customer interactions across different channels like live chat, SMS, email, Facebook Messenger, along with capabilities for managing and analyzing customer interactions. The exact mix of features available at each pricing tier isn't detailed in the provided information, except for a broad overview of functionalities like chat script generation, attachment sending, language options, chatbot integration, real-time monitoring, and historical reporting among others.

For businesses interested in the Enterprise plan or those needing more details about what each plan includes, a direct consultation with Omnicus would be necessary to understand the full range of features, customization options, and specific pricing based on their needs.

Omnicus.com provides omnichannel contact center and ticketing system solutions designed to elevate customer experience by integrating AI technology that collaborates with human agents for increased operational efficiency and personalized care. Their platform manages interactions across various channels, including voice, live chat, email, social media, and SMS, in a unified interface.

Customers of Omnicus.com comprise a wide range of sectors, with significant uses in universities, county councils, major IT companies, and telecom operators. These organizations typically handle a high volume of user interactions and require robust systems to manage tens of thousands of users and potentially hundreds of phone calls per second. These case studies illustrate the platform's ability to serve extensive and complex communication needs, highlighting its adaptability to various customer service scenarios and proving its efficiency in delivering a seamless omnichannel customer experience.

By focusing on innovative and all-encompassing communication solutions, Omnicus.com has established itself as a key player for entities seeking to integrate and communicate effectively with advanced technology, catering to the evolving requirements of modern call centers and customer service operations.