Name: Omnicus
Price: 500 USD
Author: Omnicus

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

PHP Frameworks

Development

Business Intelligence (BI)

Collaboration

Manufacturing Execution

Payment Facilitation

Quality Management

Enterprise

Accounting

Blockchain Payments

Merger and Acquisition

Payment Hubs

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

Bot Mitigation

Cloud Storage

Container Security

Data Center Outsourcing (Canada)

Data Center Power

Data Replication

Endpoint Security

Firewall

Fraud Detection

Graph Database

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

LAN Switches

Mobile Data Security

Network Performance Monitoring

Network Troubleshooting

SQL Server Performance Monitoring

Scale-Out Storage

Secure Access Control

Smart Contracts

Testing Services

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Grant Management Software

IP Geolocation

Marketing Attribution

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Sales Dialer

Sales Training

Sales

Data-Centric Audit Protection (DCAP)

Security

Aviation

Emergency Notification

Fleet Maintenance

Hospital Management

Hotel Management

Retail Analytics

Revenue Cycle Management (RCM)

Shipping

Veterinary

Warranty Management

Vertical-Specific

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Omnicus is a contact center management platform designed to streamline omnichannel customer interactions. According to the vendor, it caters to businesses of various sizes and is utilized by customer service representatives, contact center managers, sales and marketing teams, e-commerce companies, and retail companies. The platform offers a unified interface, flexible reporting capabilities, a smart-routing engine, AI-assisted technology, and real-time and historical data analysis. Additionally, it provides omnichannel support, efficient customer inquiry management, customizable reports, enhanced resource allocation, and AI-driven customer support.

## Key Features

**Unified Interface**: According to the vendor, Omnicus allows businesses to manage voice, live chat, email, social media, and SMS interactions in one unified interface. This is said to streamline the handling of customer inquiries, save time, and ensure a consistent customer experience.

**Flexible Reporting**: According to the vendor, Omnicus provides flexible reporting capabilities, allowing users to generate customized reports based on their specific needs. Real-time performance insights are said to enable managers to monitor key metrics and make data-driven decisions, enhancing overall contact center efficiency.

**Smart-Routing Engine**: According to the vendor, Omnicus features a smart-routing engine that automatically routes customer interactions to the most appropriate agent or department based on predefined rules. This is claimed to optimize resource allocation, ensure quick connections to the right personnel, and improve response times and customer satisfaction.

**AI-Assisted Technology**: According to the vendor, Omnicus leverages AI-assisted technology by integrating with Google's Contact Center AI. This is said to enable natural conversations with customers and assist agents in handling complex cases, enhancing operational efficiency and delivering a personalized customer experience.

**Real-Time and Historical Data**: According to the vendor, Omnicus Analytics provides real-time and historical data about contact center interactions. Customizable dashboards and reports are claimed to allow users to track key performance indicators (KPIs), identify trends and patterns, and make informed decisions to improve contact center operations.

**Omnichannel Support**: According to the vendor, Omnicus supports multiple communication channels, including phone, SMS, live chat, email, social media, and chatbots. This is said to enable businesses to efficiently manage customer interactions across various channels, ensuring a seamless and integrated customer experience.

**Efficient Customer Inquiry Management**: According to the vendor, Omnicus streamlines the process of managing and responding to customer inquiries, improving efficiency and productivity. By consolidating all interactions in one interface, businesses can save time and avoid missing any customer messages or requests.

**Customizable Reports**: According to the vendor, Omnicus offers customizable reports that provide valuable information on agent performance, customer satisfaction, and overall contact center efficiency. This is claimed to enable businesses to gain insights and make data-driven decisions to optimize their contact center operations.

**Enhanced Resource Allocation**: According to the vendor, the smart-routing engine in Omnicus optimizes resource allocation by automatically directing customer inquiries to the most suitable agent or department. This is said to ensure efficient utilization of resources, enhance response times, and improve customer satisfaction.

**AI-Driven Customer Support**: According to the vendor, with AI-assisted technology, Omnicus provides personalized and intuitive customer care. The AI technology automates certain tasks and assists agents in delivering exceptional customer support, improving operational efficiency and customer experience.

Basic

Help.com Chat

Help.com

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Omnicus

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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What is Omnicus?