Omnichannel Features

Everything you need to sell, support, and excel.

All communication channels. All your customer information. One single unified interface.We bring every interaction and touch-point with your customers into one unified interface saving your staff time and improving customer satisfaction.


Advanced AI Technology

Utilise this across all your channels of communication.

Auto Reminders

Set automatic reminders to alleviate to do lists & provide consistent interactions with your customers.

Auto Reply

Automatically reply to emails & direct messages through all channels, to allow you to follow up flawlessly, never miss a single customer again.

Automated Workflows

Create automated workflows based on a series of pre-defined business rules where human tasks or documents are routed between people or the system.

Automatic follow-up SMS

Send automatic follow up SMS, helping you to save time, deliver a better customer experience.

Automatic File Synchronisation

Automatically upload your call recordings and uploaded files through to Amazon S3, Microsoft Azure or Google Cloud.

Complete API

Our 2-way open API allows us to integrate with any software with the same capabilities. Giving you more information in one place.

Knowledge based articles

Create powerful knowledge-based articles to allow your customers to get answers to their questions quickly.

Omnichannel Self-Service

Allow your customer to selflessly transition between channels. Switch from a Facebook messenger conversation to a phone call or even a WhatsApp message. Giving your customers a seamless customer service experience through their preferred channels.

Pre-canned responses

Create pre-written templates for customer support, sales & marketing. From traditional phone & email channels right across social media channels to Reply faster & boost customer satisfaction.

Powerful Rules Engine

Create your own custom intuitive business rules & workflows without coding logic. Increase efficiency & productivity whilst giving your business agility.

Webchat Prompts

Proactively prompt your customers to initiate a live chat based on the page they’re visiting.

Call Routing

Advanced Skills Based

Route your enquiries through to the best skilled advisor for each and every enquiry. Set priorities on both channels and departments to ensure your most important enquiries are answered first.

Call Transfers

Choose how you wish your transfer calls to another agent or department. During busy periods blind transfer calls to free up users or warm transfer the call when an introduction is needed.

Channel Priority

Make sure your important conversations such as phone calls are answered immediately by selecting which channels take priority over others.

Complete IVR Builder

Build complex phone trees with our simple easy-to-use tool. From Press 1 for Sales and 2 for Support, all the way through to natural language processing with neural networks –Omnichannel helps build the exact functionality you need with ease. Write once for one channel and use them across all channels such as Calls, WhatsApp, Facebook and Live Chat.

Conference Calls / Three-way Calls

Instantly add multiple users into your conversation where required to get immediate advice or support on more complex queries.

Custom Interaction Capacity

You can choose how many enquiries of each channel type your staff can handle at once. For example, you may want users to handle 3 live web chats at once, but only 1 phone call at a time.


Tag every interaction with a disposition so you can track what enquires are coming and their outcomes without having to read or listen to every interaction. Understand the main reasons your customers contact & through which channel they contact you, so that can analyse, plan & deliver extra support.

Divert Rules

If a department is busy or closed, you can automatically divert the call to another department or external number.


Intelligently route calls through via a voice response system of pre-recorded messages to put customers through to then the correct department without having to speak to a switch board. Our IVR can also give your customers the option to switch simple queries to your webchat or even your WhatsApp during busy periods. Speeding up wait times, putting customers to the correct department whilst eliminating queries that can be answered quickly through your FAQ’s on your chat bot or website, even out of hours.

Leave message in the queue

Allow your customers to save their position in the queue without having to wait on hold.

Play queue position & estimated wait time

Let your customers know how long their call will take to be answered with ease.

Routing Rules

Look for keywords in your customer communication to automatically redirect or prioritise their message. For example, you may want to prioritise any communication with the word “refund” in over general enquiries.

Schedule Hours & Exceptions

Automatically open and close your departments on a schedule through our advanced scheduling tool across all your different contact channels. Allowing to pre-set voicemails, automatic replies & AI technology. Example: Bank holidays & Christmas. Also, automatically set schedule overrides for public holidays or training in advance.

Schedule Workflows

Trigger actions on a regular schedule automatically. For example, to update a policy renewal date every 12 months.

Snooze function

When handling channels such as WhatsApp where you are waiting for a customer to respond, you can easily snooze/park the conversation waiting for the reply freeing up your staff’s time to handle other enquiries.

Spam Filter

Filter incoming emails and web call-backs for spam to save your agents time dealing with junk.



Integration with Google Dialogue-flow to enable advanced chat bots or use our built-in knowledge base system to build powerful chatbots using our built-in tools.


With our deep Microsoft 365 integration you can send messages through the CRM, Outlook or even a mobile phone & they will still appear in the interaction history on the customer record.

Facebook – Direct Message

Conversations started via direct message on Facebook will be brough into the platform so you can reply back to the customer without having to switch screens or log into Facebook.

Facebook – Paid Advertising Leads

If you are running Facebook paid adverts Omnichannel makes it simple to reply back to customer queries but bringing those conversation straight through to the platform so you can reply immediately.

Facebook – Post Comments

Quickly respond to comments on your Facebook posts without switching screens.

Instagram – Paid Advertising Leads

If you are running Instagram paid adverts Omnichannel makes it simple to reply back to customer queries but bringing those conversation straight through to the platform so you can reply immediately.

Instagram – Post Comments

Quickly respond to comments on your Instagram posts without switching screens.


Send & receive SMS messages through the platform & always have a record against the customers profile of all SMS conversations.

Twitter – Direct Message

Conversations started via direct message on Twitter will be brough into the platform so you can reply back to the customer without having to switch screens or log into Facebook.


With voice channels still being an effective communication channel, Omnichannel makes it easier to have to richer conversations with your customers.


With voice channels still being an effective communication channel, Omnichannel makes it easier to have to richer conversations with your customers.

Website – Enquiry Form / Callback Request

Simplify how customers contact you whilst getting all the information you need whilst reducing spam messages. All new website enquiries will come straight through to the platform as either a new customer enquiry or an existing customer enquiry.

Website – Live Chat

Omnichannel provides you with the technology to add a live, fully customisable webchat on to your website at no extra cost. Helping you to provide your customers with instant text-based communication 24/7, 365 days a year.


Utilise WhatsApp as an inbound customer service channel, allowing customers to send enquiries & get a quick response.


Automated Payment Capture

Pause call recordings when customers need to give payment information or allow a customer to do this themselves via the keypad on their phone. Allowing flexibility for your customers whilst remaining complaint as a business in the Payment Card Industry Data Security Standard.

Call Monitoring

Instant access to call handling times & other important KPI’s so you can identify problems quickly & increase performance.

Call Recording

Every call is recorded & stored on against the customers record, with instant playback on call recordings you can listen back immediately, provide instant coaching & also have all calls readily available for quality monitoring or audits.

Call Recording Controls

PCI compliant call recordings allows your users to pause the recording to take customer payment information or transfer your customer through to a self-service option to input their payment details in over the phone.


360 customer view

A complete overview of all the important customer information & contact history in one single screen. Remove the hassle of logging into multiple platforms & waiting for information to appear, Omnichannel provides all the relevant in an instant.

Automatic Layouts

Send your emails using branded templates automatically.

Click to Dial + On screen dial pad

Simple click to dial functionality built into the platform, click the number on the account you wish to dial & it will automatically call out via your internet connection.

Conditional fields

Create condition fields to ensure that users collect all the relevant customer information needed before they can save the information. Preventing errors & lost information.

Conversation timeline

Every single customer interaction recorded in date order, no matter which channel the conversation was started on.

Custom Entities & Fields

Create your own fields & data structures to the system so you can store exactly the information you need to store against each and every customer.

Customisable Views

View the information the way you want to see it with various lists & Kanban style options. Making your data easily to understand.

Diary System

Get an overview of your week or month ahead, view call backs, tasks, tickets or even new business opportunities at a glance. Understand your workload better whilst more manageable.

Document Management

Tag incoming documents and create powerful workflow automation from them. Image come in upside down or wrong format? Omnichannel can resize, rotate and combine documents with ease.

Document Review

Quickly view documents uploaded to your customers record. From IDs, to paperwork or even electronic contracts. Quickly check the information is correct so you can deal with any errors immediately.

Dynamic Webhooks

Have a system you wish to integrate that supports webhooks? Use dynamic webhooks to trigger actions within Omnichannel  based on external webhooks.

Import/Export Data

Input data via CSV files directly into the CRM to quickly upload data or campaigns with all the relevant information needed. Save time whilst ensuring you never run out of data.

Integrated Phone & Email

Work from anywhere on your laptop or computer, all you need is an internet connection to manage all your calls & emails through our platform. This includes all your communication channels. Giving you the power to manage all customer communications in one place, quickly & easily, regardless of where you are working from.

Large E-mail Handling

Automatically send large attachments as a shareable link rather than have the e-mail bounce back.

Lead Tracking

Track new business opportunities from creation right through to the end of your sales process. Never lose a lead again.

Lead Source Tracking

Track which channels your new business opportunities are coming from to help plan future campaigns.

Lead Status Tracking

Track leads statuses to understand which part of the sales process an opportunity is at. These are customisable around you’re sales process or customer journey.

Manage All Communications

Seamlessly manage all of your customer conversation in one place without the need to log in to multiple systems or switch. Every interaction recorded & stored on your customers record in date order in one single easy to follow view.

Office 365 Integration

This integration allows you send & receive emails through the platform & through your outlook apps whilst storing all outgoing & incoming messages on your clients account. Never lose an important email conversation again.

Opportunities & Pipeline (Kanban View)

Different views of your sales funnel allowing you to track every stage of your new business opportunities whilst giving you more options to customise your user experience.

Playlist Function

Create custom playlist of data you wish dial, giving you the ability to quickly move through contacts with the click of a button.

Purchase History

View your customers full purchase history in the same view as their customer information & full interaction history, from orders to returns & refunds.

Secure Upload

Send your customers a quick link to enable them to securely upload documents or photos from their desktop or mobile device with ease.

Status Changes

Easily track changes to your customers profile so you can see the entire customer journey.

Status Tracking

Track your incoming leads throughout their life cycle.

Ticket Portal

Your customers can log in to a secure ticketing portal to update their cases, raise new cases as well as see case history.

True Omni-Channel

See more information without having to change screens, saving you time whilst allowing your customers to contact you through their preferred channel. All conversations are pulled from each channel into one single view on the customer’s account. Improving response times & customer service.

Unlimited Contacts

Whether you are a small business, a growing business or a large enterprise, there are no contact limits within the CRM so you will never be penalised for scaling your business up. Whether you are a small business, a growing business or a large enterprise, there are contact limits within the CRM. So, you will never be penalised for scaling your business or have to choose which contacts to remove.


Agent Dashboard

Give all users an instant personal overview of their daily workload & activity. This allows user to plan their day around their calendar & any call backs as well as being able to instantly see their own activity for the day.

Call back Diary System

Quickly create customer call-back reminders on the system to make sure users never miss a follow up call again. Helping you to deliver a better customer experience & reduce customer complaints.

Click to Dial

Quickly hover over the number stored against your customer records & when you’re ready to call them just click on the number to make an outgoing call. Saving time manually dialling numbers.

Cloud Based

No hardware or software installs needed. Connect via your browser, allowing users to connect anywhere in the world for instant access.

Electronic Signatures

Send & receive contracts or paperwork electronically-signatures reduce the close time of a sale from an average of 5 days to 36 minutes, helping to improve efficiency & reduce costs.

Data Import & Export

Export and import your information through the tools you prefer. Whether you wish to use our API, CSV, Microsoft Excel or Google Sheets – we have you covered.

Full Ticketing System

Create tickets automatically, automatically reply to customers and correctly assign the ticket to the relevant department.

Live Data Views

Export your information into Microsoft Excel or Google Sheets and have the data update in real-time directly from your spreadsheet.

Multiple Languages Available

Omnichannel is pre-programmed in English, Spanish, Greek & Italian.

No Hardware Requirements

Omnichannel doesn’t require any hardware requirements other than a computer or laptop connected to the internet.

No Software Installs

Connect to Omnichannel through the cloud so you don’t have to have any software installs on your laptop or your computer, allowing you to access the platform, anywhere.

Open API

With our completely open API we can offer out of the box & custom into your favourite products. Push & pull information between Omnichannel & our integration’s so you always have a single pane view of all the relevant customer information needed.

Open Control Panel – Make Instant Changes

Our control panel allows you to make custom changes to your system, as & when you need to. Giving you the ability to control any change requests that would usually take days to be actioned. If you want support, we also have support on hand.

S3 Bucket Export

Allowing you to back up your own data to your own servers if needed.

Store Locator

Allowing you to back up your own data to your own servers if needed.

Unified Multi-channel Customer Journey View

Within each customer profile you can see every touch point you have had with that customer showing you the full customer history in one single view. See all conversations through all channels in chronological order, that highlights the channel used. Instantly see call recordings, order history, returns, payments etc.

Unlimited File Storage

No limits to how many files you store within the platform, so you don’t need to save files elsewhere.

Worldwide Access

Omnichannel can be accessed from anywhere in the world with just an internet connection. So whether your team are working from the office, working from home or have blended working they can easily connect from anywhere giving your business true flexibility.


Automated NPS / CSAT Surveys

Automatically ask your customers to rate the service they experienced at the end of your interactions.

Dynamic Number Replacement

Automatically replace the number on your website with a unique number so you can track exactly where your incoming phone enquiries are coming from.


Lead Source Tracking

Track where your enquiries are coming from so you know which channels are working for you. For example, did you enquiry come from a paid advertising campaign or organic search.

Ticket Summary Reports

Check how many tickets/cases you have ongoing & view what status they are in. Check the average time it takes to respond back to your customers as well as how long it takes to be fully resolved

Real Time Reports

Powerful reporting to give you specific information you need, when you need it. No more waiting for to reports to run or waiting till the end of the day.

SLA & Queue Performance

View all inbound & outbound calls to stay on top of your SLA’s. See answered calls, average answer time & average lost times. The additional timeline view will allow you to see your busy times, when you are losing calls so you can plan extra resource.

Staff Performance & Activity

Look up performance by agent, team or department

Supervisor Screen

A 360-degree view of all your agents in real time showing you important information, current agent status & call duration, answered, rejected, calls, chats, emails, socials, SMS & call-backs whilst also giving an overview of important call durations.  Giving you an instant overview on current user or department performance at any time.

User Performance Dashboard

Our user dashboard lets each user see their individual performance plus an overview of their day, including call backs & reminders.


Share reports & dashboards on to external screens around your business, giving your departments full visibility on important KPI’s & other information in real time. (Ask Oli if this shows call queues etc still).


Data Security

Your data is kept secure at all times. Encrypted both in transit and at rest, your data is held in a fully GDPR/PoPI*/HIPAA compliant manner.


Every action is logged to ensure full HIPAA compliance – Your organisation must sign a BAA with us to make your instance HIPAA compliant.

IP Restrictions

Restrict access to your systems from your office or VPN IPs only, allow remote access to individual users or allow all users to connect remotely from anywhere in the world. The choice is yours.

Password Policies

Two-factor Authentication

User Role Restrictions

Restrict access to each and every feature and field with our complete User Role security centre.



Automatically distribute your incoming enquiries to the longest waiting member of staff.

Bring Your Own Carrier (BYOC)

We can provide you with world-wide calls & texts at a very competitive price however if you are happy with the relationship you have with your existing carrier we offer you the flexibility to continue to use them whilst using our platform.

Call Forwarding

Automatically forward your calls to an external party out of hours.

Call Handling

Automatically forward your calls to an external party out of hours. 

DNC Management

Manage people in your Do Not Call list and block outgoing calls to people who haven’t consented to receive them.

Hold & Hold Music

Place customers on hold with or without hold music. Or have a pre-recorded message of your choice.

Instant Number Provisioning

We can instantly activate numbers across the world using our network of telephone carriers. In many countries we can also offer freephone/toll-free, national and mobile numbering.


All the features you would expect in a PBX included out-of-the-box including IVR trees, internal transfers, call parking, call recording and more.

Physical Handset (VOIP)

If you want you can use Omnichannel with existing physical handsets too.

Quality of Service (QoS)

Place customers on hold with or without hold music. Or have a pre-recorded message of your choice.

Softphone (Windows / IOS / Android)

Connect your mobile device to Omnichannel through a softphone app to allow you to gain the benefits of call recordings & reporting via your mobile.

Two-way SMS Numbers


Allow your customers to leave voicemails for your team which with our visual voicemail. You can also e-mail voicemail messages direct to your inbox.

Web Browser (WebRTC)

No need to install any software – start making and receiving calls in Omnichannel with just your web browser.

In today’s remote world, customers require businesses to be efficient and attend to queries without jumping through hoops or waiting for too long to be attended. We take away the endless questions you get asked when you contact a contact centre, such as your email address or having to confirm your telephone number. 

Copyright © 2021 Coligo Group, All Rights Reserved. Developed By LadyBugz Marketing Agency