OMNI by VATRIX
Flexible, fast communication is vital in today’s business landscape. That’s why VATRIX offers OMNI.
Our feature-rich OMNI solution expands on basic call center functionality to deliver advanced capabilities—such as the ability to see full customer history with each interaction, no matter if it’s SMS, chat, email or voice—with a clean and intuitive interface. With OMNI, it’s easy to create a high-quality inbound and outbound communications experience for your customers and employees alike.
What is OMNI?
OMNI is the omnichannel response solution your business has been searching for.
Multichannel communications
In today’s business landscape, you want to reach your customers on the platforms they prefer to use, including via phone call, SMS, webchat, social media, and email. OMNI offers every channel in one place.
Customizable simplicity
Use templates, set customizable hours, and monitor agents with an easy-to-use management portal to maximize productivity and get real-time feedback from customers.
Intelligent analysis
OMNI provides intelligent analytical tools you need to increase sales and productivity. Receive reports, monitor calls, and send out customer surveys to gather intel.
What do you get with VATRIX OMNI?
OMNI provides everything your business needs to attract new customers, and make existing customers happy.
Flexibility
Agents can utilize their preferred communications channels – such as voice, SMS, or webchat – strengthening performance in the process.
Intelligence
OMNI uses AI to give your customers an all-around smarter experience.
Supervision
Supervisors can easily listen to and monitor agents and review multichannel conversation history.
Integrations
OMNI supports numerous third-party integrations with applications such as Microsoft Teams, CRMs like Salesforce, and many more.
Dashboards and reports
OMNI provides standardized and customizable reports, dashboards, and exportable data for analytics.
Other features
OMNI offers many other features that can boost business, including outbound dialer campaigns, enhanced security, continued software updates, and more.
Provide CRM knowledge
If your call agents are given tools to succeed, they likely will. VATRIX provides CRM integration that helps identify solutions on a case-by-case basis.
Assist Your Call Agents
Call agents being great at their jobs makes your business thrive. Assist your agents by using the Agent Announcements feature. This tool lets administrators register specific audio cues when a customer calls that gives call agents relevant information about the identity of the caller. This gives the agent a better idea of what the call might entail.
For example, before answering a call, a message saying “This call is from the Northwest Sales Line” would play if the caller is from Northwest Sales Line. This lets the agent prepare ahead of time instead of answering on the spot.
Optimize Your Workforce
Keeping your call agents engaged and informed is pivotal for productivity. VATRIX provides tools for screen and speech recordings, forecasting, text analytics and more.
VATRIX uses call monitoring systems that allow supervisors to listen in on calls to ensure standards are met. Features available with call monitoring include:
- Barge-in: Supervisors can enter a call and talk to both the call agent and customer
- Listen: Supervisors can listen in without being able to speak to agent or customer
- Whisper: Supervisors can speak to the call agent without the customer hearing
Analyze Reports and Statistics
VATRIX provides detailed visual reports and statistics that include both real-time and all-time dashboards. Always make informed decisions.
Want to learn more? Download our PDF!
Frequently asked questions
What is VATRIX OMNI?
OMNI (named after an omnichannel communications solution) is a contact center solution for businesses that offers all the amenities of a call center operation, plus much more. This includes calling, SMS capabilities, webchat, email, social media, and even intelligent call routing, reporting, and an intuitive dashboard in which to manage everything. Learn more by calling today.
How does OMNI differ from a call center?
A typical call center allows only for phone calls and some basic features such as listen-in and IVR functionality. With OMNI, you receive all the features of a call center, plus multichannel communications with saved conversation history, intelligent tools to monitor performance, and much more. Learn more by speaking with a VATRIX representative today, or by downloading our OMNI PDF.
How much does OMNI cost?
OMNI is a highly customizable solution, meaning the exact features you are looking for will affect your quote. However, compared to competitors offering a similar solution, OMNI is very affordable. Call today to get a quote or learn more.