Omnichannel Contact Centre
Unify voice, email, webchat, WhatsApp, SMS and social into one queue, one agent desktop and one set of reports.
About omnichannel contact centre
Customers expect to start a conversation on one channel and continue it on another without repeating themselves. Telappliant's omnichannel contact centre brings voice, email, webchat, WhatsApp, SMS and social messaging into a single queue with shared context and unified reporting.
Agents work from one desktop. Whatever channel a customer arrives on, the agent sees a single conversation thread with full history, customer record from your CRM, and AI-suggested responses for common questions. Handoffs between channels carry full context.
Routing rules use the same logic across every channel - skills, language, priority, sentiment and SLA. You write the rule once and it applies whether the customer rings, emails or messages on WhatsApp.
Supervisors see one live wallboard covering every channel, with the same SLA, abandonment, CSAT and AHT metrics applied consistently. Historical reporting joins channels together so you can see total customer effort, not channel silos.
AI is woven into the platform where it earns its keep - conversation summaries, suggested replies, automatic case wrap-up and sentiment scoring. Customers reach a human quickly; agents spend their time on the conversation rather than admin.
What's included
The capabilities included as standard with this service.
Voice channel
Inbound, outbound, IVR and AI receptionist on every queue.
Email and webchat
Email-to-case and live chat with handover to voice.
WhatsApp Business
Verified WhatsApp Business numbers with template messaging.
SMS and social
Two-way SMS, plus Facebook Messenger and Instagram DMs.
CRM integration
Native connectors for Salesforce, HubSpot, Dynamics, Zoho and Zendesk.
Supervisor wallboards
Live cross-channel SLA, abandonment, sentiment and CSAT.
Where this fits
Common scenarios where this service delivers measurable value.
Customer service consolidation
Replace separate phone, email and chat tools with one platform.
Sales-and-service
Run pre-sales and post-sales teams on the same platform with separate routing.
WhatsApp customer support
Verified business presence on WhatsApp with human and AI responses.
Multi-brand operations
Different brands or business units on the same platform with independent reporting.
Talk to us about omnichannel contact centre
A short call, no obligation.
Talk to a UK technology partner who's done this for 20 years
Book a practical, no-pressure consultation. We'll review your current setup, show where AI communications, cloud telephony or managed IT could improve customer experience and reduce admin - and tell you straight if you don't need us.
- UK-based people, real account management
- Honest recommendations - even if it's not us
- Practical AI where it adds value, not hype
