Cloud Solution for Businesses and contact centers

 
+966 920033120 العربية

OmniX

All Channels in One Ticketing System

What is the OmniX system?

The first Saudi Omnichannel system for messages to your customers' messages, calls, and inquiries, enabling your employees to provide the required support wherever they are. You can link many of your social media channels with the possibility of having instant conversations by linking to your website many advantages, including the use of your cosmetic company number via the central cloud technology available on the platform, reading and analyzing reports, monitoring the performance of employees and many of the assistance features to achieve success of your business strategies.


Why must you have an OmniX system?
  • Automate and organize System
    When the customers send a message the system will create their tickets and archive them after the service is done automatically. Also, you can customize tickets by tags or fields to make work more organized.
  • One customer Many channels
    OmniX system increases choices for the customer. Also, it helps you detect customer trends to do effective campaigns.
  • Integrated system
    You are able to save your customer data from all channels in the OmniX and import them to another cloud system like CRMs to improve the relationship with your customer and increase sales.
  • Nothing gets lost
    The system keeps all customer data to avoid repetitive discussions with customers.If the customers switch between channels, you will still have one chat conversation and no information is lost!
  • Collaboration and Flexibility
    Agents will collaborate faster through OmniX. They can manage the ticket workflow and transfer the tickets to who is responsible or able to serve the customer.
  • Reports
    Reports make supervisors able to monitor the workflow and the agents' performance.

OmniX

Channels and more on a single platform.
Channels, Chat, Calls and more, on a single platform

Basic definition

The first Saudi technical system to manage and process customer services through several channels on one interface, including social media, website, email and calls through the cloud central technology. The system creates tickets automatically when it receives a message or a call from clients to provide the required support. The platform contains many features to help succeed your business strategies, such as analytical reports and the ability to monitor the performance for a smooth and effective customer service experience.

Email

You can link your email account with the OmniX system to be able to control how it sends and receives emails. Also, the system can track your inbox, send auto-replies, and manage other options in settings.

Telegram

Integration with Telegram bot enables you to connect with all customers anywhere around the globe. When your customers send text messages, photos, and videos, all messages will be automatically turned into tickets in the Omnix system.

Twitter

OmniX supports Twitter integration. The system will receive incoming tweets, mentions, DMs, and relevant hashtags; all of them will be automatically turned into tickets. As a result, you can respond to them without leaving the comfort of your helpdesk.

Facebook

OmniX automatically turns all received messages from Facebook as tickets. It allows you to manage and respond to customer interactions such as likes, comments, and messages through the system.

Forms

OmniX forms can be integrated into your website and directly generate tickets with them. It is a great way to control the type of information you need, and capture your website visitors' details and feedback.

Between the supervisor and the employee

Omnix connects your multimedia channels in one interface including social media accounts, website chat, phone, and emails. It allows the supervisors to track the actual time of customer service. In addition, they can track the performance of employees through a dashboard to represent each customer's ticket details and provide accurate statistical reports. As for employees, it provides the appropriate tools to increase productivity and make communication faster, clearer, and more effective.

Tickets

Tickets are used to track customer service requests. The first time a customer sends you an email or a social media message about something, the system creates a new ticket. Every message sent between you and the customer is added to that ticket until the problem is resolved, the customer is happy, and the ticket is finally closed. To facilitate the overall ticket management process, there are many actions that can be performed on a ticket such as modifying settings, merging tickets, separating tickets,and linking tickets.

Overviews

OmniX overviews contain several channels like telegram, twitter, phone, chat etc. Each one is identified with different filters for the tickets they display. Overviews present opened, escalated, assigned tickets and more with the ability to add a new field, make an edit, or delete it from the management area.

Performance measurement

The system provides information about all employees and presents data in an easy-to-read way to help measure the users ’performance and the deal with tickets, chats, and calls.

Reports

Report tracks customer activities and employees performance. You can restrict and filter the result of reports by date, time, channels and more. Also, you can create different numbers and types of related reports to improve your business productivity such as daily and monthly reports.

Service Level Agreement

Service Level Agreement assures the quality of customer service. The ticket escalation process depends on certain conditions and data to accelerate taking the required action. When the SLA time is reached, the ticket escalates and all agents get notifications.

System features

The system contains Tags that classify and differentiate tickets. Also, it has a scheduler that performs time-based automated actions to determine which tickets should be affected and then create needed procedures. It provides many features such as creating several calendars to comply with different business hours. In addition, you can add, delete or edit new text models that help employees respond with fast, convenient sentences.

Phone

The phone represents the caller log that shows all incoming and outgoing calls for the entire team. You can easily record calls and access the daily or monthly call statistics with the ability to filter the callers data as dates and numbers.

Live Chat

Live Chat boosts true efficiency because it helps in solving customer problems and responding quickly. Also, it saves customer conversations and turns them into a ticket after the service is done.

find a service that fit your business needs

OminX Team

we are working to unify the channels for you to serve customers faster and better. This package is for small business groups

View Product

OminX Startup

Many start-up projects need the efforts of the marketing and sales team to seize opportunities and serious concern to serve the customer. Here we help you achieve your goals

View Product

OminX Enterprise

This package is designed for large projects that need an omnichannel to receive customer requests and help without end in customer loss or delay in service. It will help you increase customer satisfaction and establish the right process for moving customers between employees

View Product

Corporate OmniX

We know the volume of customers flowing and rapidly from all your channels, so you can design your package within your company needs We can also assist you with add-ons that make it easy for you to service your customers in a unique and unique way

View Product