OMniLeads

OMniLeads is an open source contact center solution offered by Freetech Solutions. According to the vendor, it is designed to streamline customer interactions and enhance call center operations for businesses of all sizes. This versatile solution caters to the needs of call center managers, supervisors, customer service representatives, sales professionals, and contact center operators across various industries such as telecom, banking and finance, e-commerce, healthcare, and retail.

No more softphone: According to the vendor, OMniLeads eliminates the need for cumbersome softphone applications by providing an agent and supervisor console based on WebRTC, simplifying configuration tasks.

Multiple types of campaigns Management: According to the vendor, businesses can efficiently manage different types of telephone campaigns concurrently using OML, including inbound, outbound preview, outbound IVR blasting, and outbound predictive campaigns.

Productivity reports: The vendor claims that OML generates a wide range of reports that measure the quality parameters of contact center operations, catering to the needs of multiple business models.

Real-time monitoring: According to the vendor, the supervision module of OML allows real-time monitoring of key parameters such as processed calls, call dispositions, agents and campaigns status, and agent monitoring functionalities like channel spy, whisper, and conference.

Campaigns forms design: The vendor states that OML provides a user-friendly interface for creating forms that can be displayed to agents during calls. Different forms can be assigned per campaign, and the collected data can be downloaded as campaign reports.

CRM/ERP Integration: According to the vendor, OML seamlessly integrates with web CRM/ERP systems, enabling actions to be triggered and management qualification to impact OML reports.

Answer Machine Detection: The vendor claims that OML can recognize answer machines and act accordingly based on predefined rules, optimizing operational efficiency.

Custom user profiles: According to the vendor, OML supports different user roles with varying levels of actions and information available, allowing for customized user profiles to meet project-specific needs.

Easy components clustering: The vendor states that OML can be deployed in an All-In-One (AIO) architecture or distributed across servers to optimize load balancing and improve performance.

PBX Integration: According to the vendor, OML integrates with leading open-source PBXs and SIP technology devices, ensuring seamless communication within the contact center.