Unified Inbox
Bring together every channel in one place
Reach Customers Where They Are
Effortlessly connect with your customers on their preferred communication channels, meeting them wherever they choose to engage, and enhancing customer satisfaction.
Elevate Your Customer Engagement
Offer great customer service across all touchpoints, ensuring consistency and quality in every interaction, and building customer loyalty and advocacy.
Boost Productivity
Empower your team to handle all customer-related tasks within a single interface, minimizing complexity and maximizing productivity, allowing them to focus on delivering excellent service.
Empower your team with Unified Inbox
Unlock the full potential of omnichannel communications
Smart queuing optimizes engagement
Experience seamless contact handling with Omni Engage's intelligent queue management system.
Prioritize customer inquiries effectively, ensuring agents address the most crucial concerns first. Using smart routing rules, defined by supervisors, match customer inquiries with the agents best suited to handle them, resulting in faster resolution times, satisfied customers, and a stress-free experience for your team.
Engagement made easy for Agents
Equip your agents with everything they need to excel in customer engagement with features such as quick replies, whisper mode for real-time support from supervisors, and knowledgebase ensure consistent, high-quality responses.
Omni Engage provides full contact history for valuable context, optimizing productivity and performance to simplify and empower your agents placing everything right at their fingertips.
All-in-One Customer Management
Our 360° customer view provides agents with all the essential information needed to expertly handle customer inquiries.
Easily review and raise tickets directly from the agent desktop, access contact details and send follow-up emails with just a few clicks.
Omni Engage enables agents to manage customer relationships seamlessly without ever leaving their Unified Inbox.
Unified Inbox Features
Queue Routing
Streamline your customer support response with our intelligent queue routing to prioritize inquiries to optimize response times and customer satisfaction.
Transfer Conversations
Enhance collaboration and expertise by transferring conversations with ease on Omni Engage, providing your customers with the best possible support.
Conversation History
See complete conversation history on Omni Engage, empowering your team to provide personalized and informed support to your customers.
Recommended Answers
Save time and improve response quality using Omni Engage's recommended answers, providing your team with instant, relevant responses to common customer inquiries.
360° Customer Profile
Get the full picture with 360° customer profiles, providing valuable insights and enabling personalized and targeted support.
Multichannel Attachments
Streamline communication with multichannel attachments, ensuring seamless file sharing across all customer touchpoints.
Ticketing System
Keep track of customer issues and prioritize support with Omni Engage's intuitive ticketing system, optimizing your team's productivity and customer satisfaction.
Apps Integrations
Enhance your customer support capabilities with seamless app integrations, allowing your team to access data their favorite tools within one platform, streamlining workflow and improving overall efficiency.
Collaboration Tools
Foster teamwork and improve communication with Omni Engage's collaboration tools, ensuring a unified approach to customer support.
Frequently Asked Questions
What is a Unified Inbox and how can it benefit my business?
A Unified Inbox is a single platform that consolidates all customer communications across multiple channels, such as email, social media, messaging apps, and more. Omni Engage benefits businesses by streamlining customer interactions, improving response times, boosting team productivity, and enhancing overall customer experience through seamless and personalized omnichannel communication.
How can I transfer conversations between team members using a Unified Inbox for better collaboration?
From the Omni Engage Unified Inbox you can easily transfer conversations between team members by simply assigning the conversation to the appropriate person or department. This enhances collaboration, leverages expertise, and ensures customers receive the best possible support.
How does a Unified Inbox improve customer engagement through omnichannel communications?
A Unified Inbox enables businesses to engage with customers on their preferred communication channels, providing a seamless and consistent experience across all touchpoints. This enhances customer satisfaction, loyalty, and advocacy, as customers feel valued and understood, leading to stronger relationships and better engagement.
How does a 360° Customer Profile enhance personalized customer support in a Unified Inbox?
The 360° Customer Profile provides a comprehensive view of each customer's interaction history, preferences, and other relevant information. This enables support agents to offer personalized and informed assistance directly from the Omni Engage dashboard, improving customer satisfaction and fostering stronger relationships.
What communication channels are supported by a Unified Inbox for seamless customer interactions?
Omni Engage's Unified Inbox supports email, social media platforms, messaging apps, live chat and phone calls. This ensures businesses can connect with customers on their preferred channels, providing a seamless and consistent experience.
What is the Ticketing System feature in a Unified Inbox and how does it improve productivity?
The Ticketing System feature in the Unified Inbox helps manage and track customer inquiries, allowing support agents to prioritize and resolve issues efficiently. This improves team productivity by reducing response times, streamlining workflows, and ensuring no customer inquiry is left unanswered.
How does Queue Routing work in a Unified Inbox to optimize response times and customer satisfaction?
The Queue Routing feature within Omni Engage intelligently prioritizes and routes customer inquiries to the most appropriate team members based on factors like availability, expertise, and workload. This ensures faster response times, better issue resolution, and improved customer satisfaction.
How do integrations work within a Unified Inbox for streamlined workflow and efficiency?
App Integrations in Omni Engage allow businesses to seamlessly connect their favorite tools and platforms, such as CRM systems. This enables support agents to access relevant data and tools within a single interface, streamlining workflows, and improving overall efficiency.