Pro
$ 350 /month

Includes 2,500 tickets/mo

Book A Demo

Includes:
Voice, SMS, Live Chat, Email, and Facebook Messenger

Advanced
$ 700 /month

Includes 5000 tickets/mo

Book A Demo

Includes:
Voice, SMS, Live Chat, Email, and Facebook Messenger

Enterprise
Custom

Custom ticket volume

Contact Us

Includes:
Voice, SMS, Live Chat, Email, and Facebook Messenger

Add Contact Center AI To Omnicus

Conversational AI

Reduce contact rate at scale with intelligent self-service and end-to-end automation.

Usage Based

Pay-as-you-go

Learn More

Available with: All plans

Real-Time Call Coaching Software

Customer service is about more than just the answers you give. It's about how you give them.

Usage Based

Pay-as-you-go

Learn More

Available with: All plans

Below is a long – but not complete – list of features included in every plan

Omnichannel
Voice

Voice

Add phone numbers for doing inbound and outbound calling.

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Live Chat

Live Chat

Deploy our chat widget with an easy-to-use script on your website.

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SMS

SMS

Provide customer care through two-way SMS interactions

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Facebook Messenger

Facebook Messenger

Connect your Facebook page to Omnicus and enable two-way interactions without ever leaving Omnicus.

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Email

Email

Send and receive emails.

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Smart Routing

Smart Routing

Prioritize and set SLA on all incoming tickets across all channels based on customizable rules defined by your business.

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Ticketing
Tickets

Tickets

Each new conversation with a customer automatically get its own ticket ID. Make tracking your interactions easier than ever before.

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Inbox

Inbox

Every new conversation is located in the Inbox, ready to be handled by an agent.

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Snooze

Snooze

Are you waiting for a third party or for a customer to send you a reply – snooze the ticket and it’ll pop right back in your inbox once a reply is recevied, or a timeout is reached

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Done

Done

Once an agent considers the ticket as finished, they can mark it as done.

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Assign To Agent

Assign To Agent

Once an agent responds to a customer, they are assigned to the ticket. If needed the agent can unassign the ticket and put it back in the queue, or assign it to a colleague.

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Intents

Intents

Add intents to a ticket to make better decisions. Intents can be used when customers dials through an IVR, or perhaps add intents if the customer has an open order in your CRM – it’s up to you. Once the intent is set, Omnicus can route the ticket based on rule sets you of your choice.

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Classifications

Classifications

Once you’re done with a ticket, you can classify them. Build your classification however you'd like with our flexible admin tool. Setup components like “reason for contact”, “reason code”, “shipping partner”, etc.

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3rd Party Integration

3rd Party Integration

Once you have a ticket open with your customer, you can easily add a third party via voice, sms or email to the same ticket id.

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Merge

Merge

Do you have two or more tickets that should be handled as a single ticket? Merge them, and they will all have a single ticket id moving forward.

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Move tickets

Move tickets

You can easily move a ticket to a different team, department or queue.

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Edit customer details

Edit customer details

Edit customer details like name, phone numbers, and email.

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Ticket history

Ticket history

Get the complete history of each customer located right beneath the customer profile for easy access.

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Classification

Classification

Once you’re done with the interaction, you can classify them. Build your classification however you'd like with our flexible admin tool. Setup components like “reason for contact”, “reason code”, “shipping partner”, etc.

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Canned response

Canned response

Use canned responses for providing quick and resolute answers to previously known questions. Set the right tone of voice from the very start.

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Comments

Comments

You can add internal comments to add more details to each and every ticket or only to the tickets where it’s needed.

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Ticket notes

Ticket notes

Add, edit or remove ticket notes to a ticket. It’s a great place to add additional information during conversations.

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Queue
Unlimited queues

Unlimited queues

No imposed limit to the number of queues.

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Agents

Agents

Users can be members of multiple queues and channels, and can have different roles in each queue they belong to.

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Unified queue

Unified queue

Add different touchpoints to your queues – like voice, sms, email, etc.

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Voice
Local number

Local number

Use a local number from your country.

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Web-based phone

Web-based phone

No need for an external phone system. Just plug in a headset to your computer and make calls through your browser.

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On-Hold Music

On-Hold Music

Configurable On-hold music.

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Queue Announcements

Queue Announcements

Each queue can have multiple voice replies, such as an initial welcome, and repeating announcements.

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Callback

Callback

Caller can choose to leave their number and receive a callback when an agent is available, without losing their place in queue.

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Caller ID

Caller ID

Use your preferred caller ID when making outbound calls.

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Blind transfer

Blind transfer

Transfer the caller to a 3rd party without consulting with the 3rd party first.

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Attendant transfer

Attendant transfer

Transfer a call but you have the option to speak with the 3rd party before the call is transferred.

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Business contacts

Business contacts

Use business contacts for easy dialing and/or sending emails to known contacts.

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Park calls

Park calls

Call parking allows you to put a call on hold and initiate a second, separate call to another party

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Voice Self-Service
IVR

IVR

Interactive Voice Response (IVR) is a telephony menu system that allows for the identification, segmentation and routing of callers to the most appropriate agents within your team.

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Built-in speech recognition

Built-in speech recognition

Full real-time interactions powered by automatic speech recognition.

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Virtual queue call back

Virtual queue call back

Caller can choose to leave their number and receive a callback when an agent is available, without losing their place in line.

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Virutal Assistant

Virutal Assistant

A voicebot/chatbot assisting customers with the option of human handover.

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Live Chat
Chat Script

Chat Script

Generate, copy and paste our chat script to your site to get started.

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Number in queue

Number in queue

Customer can see its number in queue.

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Attachments

Attachments

Send and receive attachments from and to customers.

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Language options

Language options

Support for using different languages in chat

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Chatbot integration

Chatbot integration

Use our flexible API and connect Live Chat to any chatbot you’ld like.

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Customizable

Customizable

Customize your welcome message, buttons, colors and more.

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SMS
Local number

Local number

Use a SMS number from your country.

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Mask number

Mask number

You can mask your number by adding name/text from the “From” number.

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Two-way

Two-way

Provide customer care through two-way SMS interactions.

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Facebook Messenger
Customer support

Customer support

Connect your facebook page to Omnicus and handle your customer questions in the same interface as all other touchpoints.

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Single profile

Single profile

Connect your customer profile with their facebook profile to get a unified view of the customer

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Email
Custom domain

Custom domain

Use your own domain for sending and receiving email

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Attachments

Attachments

Send and receive attachments like you would any other email client

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Reporting & Analytics
Intents

Intents

Set intents to customer interactions. In turn you can use those intents to route interactions differently, automate the interaction or simply use it for better reporting

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Classifications

Classifications

Once you’re done with a ticket, you can classify them. Build your classification however you'd like with our flexible admin tool. Setup components like “reason for contact”, “reason code”, “shipping partner”, etc.

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Historical reports

Historical reports

Every interaction is logged, so you can use the insights to improve your contact center over time.

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Real-time supervisory monitoring

Real-time supervisory monitoring

Get a real-time view of what each and every agent is doing “right now” and what profiles and statuses are they in.

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Real-time wallboard monitoring

Real-time wallboard monitoring

Setup customizable wallboards for real-time monitoring your contact center in the day-to-day. Metrics like; tickets in queue, longest wait, service level, longest wait, time of abandonment, and many more.

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WFM

WFM

Use the insights you get from Omnicus to plan for the right workforce. We provide insights into what and for how long an agent is working while they are logged into Omnicus.

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80+ metrics

80+ metrics

We have more than 80+ dimensions and measures to choose from.

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* add-on needed

Remove the friction between your contact center, and your customers today.

Let our powerful, easy-to-use contact center software be your competitive advantage.

Book A Discovery Call