Name: OmniEngage
Author: MicroAutomation

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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Priority Matrix

Appfluence

eMeetingsOnline

ReportsNow

Crowdtap

FastPIPE

FastEST, Inc.

AspenOne Supply Chain Management

Aspen Technology

Azurepath

Azurepath, LLC.

Screenful

Screenful Oy

Aras PLM

Aras Corporation

Frosmo

Frosmo Ltd

OmniEngage is a customer engagement solution offered by MicroAutomation. According to the vendor, it is designed to deliver personalized and interactive experiences to customers, with the aim of reducing their effort in issue resolution through proactive engagement. This solution is said to cater to businesses of all sizes and is commonly used by professionals in customer service, contact centers, retail, healthcare, and telecommunications industries.

## Key Features

**Reduce Customer Effort**: According to the vendor, OmniEngage enables businesses to reduce customer effort by delivering personalized and interactive experiences. It is claimed to guide customers in effortlessly resolving their issues through proactive engagement on various communication channels.

**Know Your Customers**: The vendor states that OmniEngage helps businesses demonstrate that they know their customers by understanding their issues and personalizing their experiences. It is said to utilize customer data and analytics to gain insights into customer preferences and behaviors, allowing businesses to provide personalized recommendations and solutions.

**Engage with Them**: The solution is claimed to facilitate proactive engagement with customers by reaching out to them before they have to reach out for support. According to the vendor, it enables businesses to resolve customer issues before they become problems, helping them establish a proactive customer engagement strategy for two-way communication.

**Value Their Time**: OmniEngage, as per the vendor, guides customers to the easiest resolution for their issues, aiming to minimize the time required for problem-solving. It is claimed to provide efficient and quick solutions to customer problems, with the goal of resolving issues within seconds and saving their time and effort.

**Improve Customer Loyalty**: According to the vendor, OmniEngage drives customer loyalty by delivering personalized and interactive experiences. It is said to help businesses retain customers by providing easy issue resolution, increasing wallet share, and improving key customer experience metrics such as NPS, CES, and CSAT.

**Proactive Engagement**: The vendor states that OmniEngage supports proactive customer engagement by enabling businesses to identify and anticipate customer issues. It is claimed to facilitate two-way communication with customers through various channels, allowing customers to take action when they receive a call, text, email, or tweet.

**Cloud Solution**: OmniEngage, according to the vendor, offers a cloud-based solution for driving customer loyalty. It is said to provide the flexibility and scalability of a cloud infrastructure, allowing businesses to easily access and manage the customer engagement solution.

**Proactive Notification System**: The vendor claims that the solution helps businesses implement a proactive customer engagement strategy. It is said to enable businesses to identify and anticipate customer issues through proactive notifications and provides tips and tricks for maintaining customer loyalty through proactive communication.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.

Essentials

Select

Express

Premium

Vonage Contact Center for Salesforce

OmniEngage

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

MicroAutomation

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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OmniEngage

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What is OmniEngage?