OMNI
Chats & Bots Customer Experience
OMNI unifies all customer chats into one platform for easy handling by your team. Features like AI bots, auto-routing, and reporting enhance response rates. Choose SaaS or private setup options for hosting flexibility.
WhatsApp, Telegram, More
Integrate with popular social media and chat platforms, such as WhatsApp, Facebook Messenger and more to streamline your customer support.
Secure & Reliable
OMNI data is stored on AWS in an encrypted storage. Only you can see your own data and its secured with Cloudflare's advance WAF and our local firewall.
Bots & ChatGPT
Our platform provides generative AI and complex bots that support guided or freehand inquiries on all channels, including web, enhancing the customer experience.
Feature Highlights
Our platform supports popular social channels such as WhatsApp, Telegram, Facebook Messenger, Instagram and more, as well as custom web chats and integrations with any platform that supports webhooks.
Our chat platform provides automatic chat routing to multiple agents and allows for easy escalation to other teams. You can attach labels to conversations for reporting purposes and even escalate or route chats directly from the chat window.
OMNI supports a variety of multimedia formats such as images, voice notes, videos, audios, and location tracking, empowering your team to provide a comprehensive and personalized customer experience. (Note: Some channels may have limitations.)
Create canned responses or labels to improve your team’s efficiency and get instant feedback on their effectiveness with our customer survey option. Set business hours to keep your customers informed of your availability.
Automate your chat handling process by setting rules based on specific keywords or inbox sources. Streamline your workflow and improve response times with OMNI’s automation features.
Add a chatbot to your platform for real-time assistance, improved communication, and accessible products. With multi-lingual support, businesses can increase customer loyalty, generate more revenue, and achieve growth objectives. Chatbots are an optional add-on provided as a service by ORENCloud.
Integrate with a Dyte account and allow voice and video from your website chat. Dyte provides 10,000 free minutes. How cool!
OMNI supports Google Translate. This means, each and every message can be translated to the language of your choice. E.g. You speak Malay, all text in messages can then be translated to Malay
OMNI has a dashboard app function that takes any URL and can be used straight within OMNI’s chat screen. Agents don’t need to leave OMNI to access, e.g. your CRM or ticketing solution.
Look at who did what and when inside your entire OMNI setup. This enables you to verify actions done by your colleagues who has rights to modify the setup of your OMNI.
Automate many tasks through the use of macros for each conversation such as sending out email, close conversation or even tagging. This allows you to do many things inside OMNI with just a click of a button
Get reply suggestions, summarisation, and ability to improve drafts. More features with ChatGPT is being added. You will need a paid API key from OpenAI.
We provide a unique solution that allows you to host our platform within your organization for complete data control and security.
Integrate all your OMNI-supported channels into Slack effortlessly to enhance your business communication experience and support more chats within the platform.
OMNI’s APIs provide seamless integration with complex process automation platforms. Any action taken in OMNI, such as a new message or reply, can be directly integrated with your existing platforms.
Dashboards and Wallboards
Our wallboard feature lets you create customisable dashboards that display real-time chat data in a graphical format. This allows you to monitor your team’s performance and customer engagement with ease, and can be integrated with your existing wallboard or built as an add-on to your OMNI chat experience.
Channels Subscription, Usage, Setup and Pre-requisites
Subscription:
WhatsApp Business API comes with a monthly subscription cost, a service offered by our Business Service Provider (BSP) 360Dialog and Twilio.
However, WhatsApp Cloud API has no subscription charges.
Usage cost:
META/Facebook provides free 1000 customer initiated messages per month. After that there will be a cost per conversation. Refer to this for usage cost from META.
Assisted setup:
Yes
Pre-requisite:
One or more Facebook Business Page(s) preferably a verified business account, administrative access to your Business Page(s). Access to the phone number to receive call during setup. You can use your own numbers or get one from ORENCloud.
WhatsApp Footnotes
Effective April 1st 2023, META offers a free allowance of up to 1000 unique customer conversations per month for receiving WhatsApp messages. Charges for usage vary based on country, and pricing information can be found on our website.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Access to your website to add a <javascript> code snippet
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
One or more Facebook Business that you have administrative access to.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Instagram Business Account(s) that is connected to your Facebook Business Page(s) that you have administrative access to.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
SMTP/IMAP capable email provider like M365, Google for Enterprises etc.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Twilio account with prepaid balances for incoming and outgoing.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
You need to call certain APIs and Webhook to receive messages in this channel
