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All Channels, One Customer Service Dashboard.

console omnichannel InteliWISE
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Your Agent can manage voice, chat, chatbot, forms, messengers, SMS.

No more lost leads.
Low-code, great Customer Service software. Ready to help your agents ands sales engage instantly with your customers, respond quicker, sell more.

Channel #1 Helpdesk and Tickets

An Agent handling an e-mail, or a ticket, has instant access to all the history & context of contacts with a customer, can review it at any time and can refer to previous questions.

Customer e-mails, tickets, questions from forms: Helpdesk
Agents use a shared mailbox, with all notifications, e-mails, interactions from the forms

  • Bookmarks
    Pre- set bookmarks for customer segments
  • Customer context
    Preview by all submissions (within a given period, for a specific Agent)
  • Powerful Search engine
    Intelligent search engine in the content of submissions
  • Programmable tickets’ workflow
    Divided into open, non-response and closed applications (tickets)

Intuitive, quick ticket handling
Quick Agent’s response, incident completion or forward to supervisor

  • Customer card
    Service, payment, address and other customer information
  • Notes
    Ability to write a private note for co-workers that the customer will not see
  • Tickets
    HHistorical, orderly
  • Escalation
    Forward of a more complex question to a level 2 support agent/ supervisor
  • Answers
    Work on the last application

Channel #2 Voice, company’s phone service

Phone. No call from a lead will remain unanswered.
Ready-to-use IVR, 1-click call playback, call-back, Voicebot.

Set up an intuitive call center service and connect with customers: Phone
Get your salesperson a powerful voice tool, call recordings, integrated with messaging, chat, SMS

  • Making a ticket or record after a call
    Note or qualification of the interview
  • All inbound connections
    Information on incoming calls (to the company helpline)
  • Active Agents’ management
    Information about which operator conducted a conversation
  • Playback
    Instantly listen to the call conversation without any additional software
  • Call duration
    Information about the length of the conversation

Call-back, sending messages, outbound campaign
An Agent may call back or send a text message to the client

  • Make a call directly from the console
    Intuitive click connection
  • Audition
    Immediate listening to the Agent's call - for control purposes
  • Notes
    Conversation note or instructions for further activities
  • Notification to CRM
    Sending a request after a conversation to CRM

Channel #3 Live chat

Live Chat. During the chat, the Agent is able to immediately preview previous conversations from other channels.

Professional Live Chat
Engaging with customers, proactive invitations, mobile, in-app, website

  • Context, customer data
    An Agent may at any time view the history of conversations with a client through other channels (helpline, forms)
  • Canned responses
    Immediate service thanks to prepared standard answers
  • Chats
    Overview of incoming and outgoing chat rooms and historical chat rooms
  • Escalating from Chatbot
    Agent’s access to the complete script of chat with a customer run by a Chatbot
  • Tickets
    Creating a ticket, or a record from chat, sending to CRM
  • Agents’ status
    Information on currently logged-in agents

Live Chat
Quick overview of all chats, including their filtering

  • History
    Instant access of selected, previous chats, its verification, answers
  • Search engine
    Searchable history of all conversations conducted

Live Chat
Programmable workflows of chats

  • Creating a ticket
    Possibility of immediate transfer of a selected chat

Channel #4 Chatbot

AI and Chatbots reduce response time and allows to focus Agent’s time on upsell or cross-sell interactions.

AI Chatbot & Live Chat
Including AI in service tools significantly accelerates customer service and, as a result, significantly reduces its costs, with information on why it was redirected to an Agent

  • Filtering of recurring questions
    AI-Chatbot is a solution automating multi-channel support, which allows you to automatically answer a customer's question.
  • Smooth integration - hybrid chat
    Chatbot is usually integrated with Live Chat; questions that Chatbot has not found answers to are addressed to a Live Chat Agent
  • The quality of the conversation, NPS
    Smooth integration allows the transfer of inappropriate questions to an Agent who sees the history of the conversation, understands the context and is able to solve the problem faster

Channel #5 Video, Screen sharing

An Agent can immediately handle a video call & help
to solve the problem by showing a screen.

Video call, Screen sharing
Much more effective and intuitive explanation of the issue with a video

  • Video call
    Agent can immediately suggest a customer the video conncection, that works seamlessly with a chat
  • Mobile, website
    Using the most advanced video and digital technologies, for the enterprise use

Video call, Screen sharing
Presenting customers an offer, documentation, pdf - directly on his screen

  • Screen sharing
    The Agent can present the customer a selected tab of the browser, desktop or selected document (offer, instruction, PDF, ppt)

Video call, Screen sharing
PDF, offer, product demo - the Agent has free to choose the part of the screen to be available to the customer

Channel #6 Chats on Messenger and WhatsApp

New channels like Facebook or Messenger, and customers’ comments, queries, opinions posted there, can be handled by the same Agents and skills, that handle Live Chat, eMail or Call.

Handling customers issues on chat on Facebook Messenger
Messenger is becoming as an important service channel, as live chat or eMail - your Agent should treat it as one

  • Support for Messenger in the same omin-channel console
    Preview and support for messages from Facebook Messenger (on the web and mobile app)
  • Automate answers with Canned Responses
    The same advanced tools that are used for Live Chat are used to support the Messenger query
  • Preview into history of conversation
    Response history is available for further analysis

Channel #7 CRM and customer data

1 place, all contacts, info on relevant customer services and products, all channels, all available materials

Instant insight into Customer’s status - CRM
Preview of customer status, important data on purchases of services/products

  • Information
    about customer messages through various contact channels
  • History
    Searching the history of contacts of a given customer
  • Editing
    Possibility of previewing, adding and editing client data

Most essential documents for an Agent
Faster operation thanks to ready-made files at hand

  • Summary of available documents
    Files that are related to customer contacts
  • New files
    Possibility of adding a new file.

Internal chat for Agents
A tool for consultation of responses between agents

  • Internal chat
    Agents can communicate with each other via internal chat

Our Console (Agent’s Dashboard) works seamlessly with the customer’s widget,
displayed on the website, mobile (in-app), social

Fully programmable

Customers, users can choose how to contact the seller or the Agent.

The Agent have a view of all channels in the console, including the client's context.

Control | Instant overview of the Agent's work
Telephone calls, requests, assigned tickets, chats

1 intuitive Dashboard for handling Tickets, Chatbot conversations, Live Chat. or even Messenger requests

Ultra‐light and intuitive Omni-Channel Service. Ready to help your agents and sales teams deliver more sales & faster customer support

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Quick response is beneficial for the company


Multi-channel

The Helpdesk collects customer questions from all channels − AI, text, voice, and even video.

User view 360 degrees

At any time, the consultant can take a look at the history of previous customer contacts or current offers.

Powered by AI

Software powered by AI to keep up with the competition.

A single client card has all the data needed for resale or related sales.

  • Understanding the context − if the client has been in contact with the company before, the history of the conversation is visible to a consultant.
  • One page contains historical scripts from all channels − chat, ticket system, e-mail, etc..
  • A consultant can help customer immediately − send a message or e-mail.

A consultant can personalize views using full text search tabs powered by AI

100% control for company needs

Confidential data will never leave the company's premises − thanks to the on‐premise implementation

The integrated Helpdesk can be fully customized to suit your business needs. Appearance can be personalized according to brand marketing guidelines.

The InteliWISE team will help you to fully configure and personalize your system

Register to enjoy all the features immediately. And if your company needs integration, personalization, training − contact the InteliWISE team.

Omni-channel FAQ

1. What's an omnichannel?

Omnichannel is a powerful, intuitive tool for an agent to control and respond to all customers’ queries, on all channels. The most popular channels today are: phone service (hotline), chat, email (or ticket), messenger, SMS, video and other.

In the digital age, these are consumers who choose the best “channel” to contact the organization. The Omnichannel, 360degree view is delivered by InteliWISE’s agent Dashboard, Console.

2. What does Agent’s Console Support offer?

The Agent’s Console enables companies to fully control customer relationships, no matter which channel the customers are contacting. It covers number of options:

  • access to all customer data (CRM) with the possibility to edit them - data on correspondence, payments or notifications in a selected period of time
  • an overview of all incoming enquiries from forms,tickets, e-mails telephone service
  • retrieving calls made, returning calls to customers
  • Live Chat support from the shop's website, social media (Facebook Messenger) or mobile app
  • a preview of the responses to customers given by artificial intelligence (AI, Chatbot)review and moderation of posts on Facebook profile
  • video-connection with the user co-browsing
  • a co-browsing service, thanks to which the consultant has a preview of a selected tab of the browser, where the client works screen-sharing, which is a service that doubles the screen and allows a Live Chat consultant to show their own screen/part of it to the user internal communication
  • informs about the presence of logged-in consultants, has an internal chat and video connection and constitutes a knowledge base and a system for file exchange.

3. How much does the omnichannel cost?

The omni-channel support price starts at around $40 per agent’s seat and largely depends on different elements, such as traffic, the number of channels used. InteliWISE specialists will help you analyze your needs and adjust the most advantageous variant, even if you have a limited budget for expenses related to improving the quality of customer service in your company.

4. Who is the Omnichannel option for?

Omnichannel is best suited for companies whose customer service/Contact Center departments are burdened with a large number of requests from various sources. Many companies have a wide group of recipients of services or products, and each of these groups prefers different forms of contact. Young people often choose contact via social media and chat, while older people are more likely to reach for the phone and call a consultant on the hotline with their enquiry. Omni-channel is a solution for online shops that don't want to miss any contact.

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