Cloud omnichannel contact center: voice, WhatsApp, web chat, email and SMS

Queues and routing (ACD)

• Queues that distribute calls and chats by skills (with levels), round robin or longest idle.
• Per-call priority, preferred agent (for example, the last one who served the customer) and service tags.
• Position and estimated wait announcements, music on hold and overflow by maximum wait or capacity.
• Callback: the customer presses 1 and gets called back without losing their place.

Omnichannel in one inbox

Voice, WhatsApp, web chat, email and SMS arrive in the same inbox. Agents can handle chats during a call, and the maximum number of simultaneous conversations per agent is configurable (0 to 20).

• WhatsApp Business (Meta): text, files, approved templates, buttons and lists; outside the 24-hour window, templates only.
• Email through Microsoft 365, IMAP or webhook forwarding, with replies in the same thread.
• Web chat with a script for your website, and SMS through Infobip.

Agent desktop

• Status (Available, pauses with reason, Offline) and live view of their queues with service level, waiting contacts and free agents.
• The call with a name (CRM, campaign or number), the customer’s IVR path, AI summary, queue script and notes.
• Transfer to a queue, extension or number, consultative transfer, conference, pause recording and keypad.
• Customer record with CRM data and recent interactions by channel; dispositions with subtypes and an after-call countdown.

Dialer, campaigns and bulk messaging

• Campaigns with contacts from CSV, calling windows, attempts and retries.
• Preview, progressive and predictive modes (predictive from the Medium size up, with abandonment control); optional answering machine detection.
• “On-answer flow”: an IVR flow greets the customer who answers before passing them to the queue.
• Bulk WhatsApp (approved templates) or SMS sends to up to 100,000 recipients from CSV, scheduled and paced; they honor opt-outs, the do-not-call list and legal rules.
• CSAT (1 to 5) and NPS (0 to 10) surveys by voice after the call and on digital channels.

Supervision and workforce management (WFM)

• Real-time dashboard of queues and agents; listen, whisper (only the agent hears it) and barge in.
• Teams: each supervisor sees and manages only their own queues and agents.
• Alerts for service level, abandonment, wait time, exceeded pauses and long after-call work via the app, push and email.
• WFM (from Medium up): forecasting in 30-minute intervals, Erlang C staffing, shift templates, coverage, adherence and Colombian holidays.

AI quality and reporting

• AI quality (from Medium up): weighted evaluation forms with critical criteria, sampling by queue, per-channel transcription and scoring with evidence; the supervisor reviews and adjusts. Without that size, evaluation is manual by listening to the recording.
• AI bot on WhatsApp, web chat and SMS (from Medium up): answers first, resolves or hands off to an agent with a summary; it never asks for passwords or card numbers.
• Reports on service level, abandonment, ASA, AHT, first contact resolution, occupancy, pauses and dispositions; export to CSV, Excel or PDF and scheduled email delivery.

Reference sizes

If you need a predictive dialer, AI quality, a bot or WFM, the minimum size is Medium. The product includes an Erlang C calculator to estimate agents from volume, handle time and service level target.

• Small: up to 25 agents and 5 queues; bulk messaging included; no predictive dialer, AI quality, bot or WFM.
• Medium: up to 150 agents and 30 queues; adds predictive dialer, AI quality, AI bot and WFM.
• Large: up to 500 agents and 100 queues, with the same features as Medium.
• Enterprise: more than 500 agents, no fixed limit and custom retention.

Requirements

• Users with the agent role or add-on (and supervisors) in SIPX Connect.
• SIPX SBC and SIPX IVR.
• For digital channels, depending on what you use: a WhatsApp Business (Meta) account, an Infobip account for SMS and a Microsoft 365 or IMAP mailbox.
• A headset with microphone for each agent and a stable connection.

Compliance in Colombia

Default legal values are a reference that your company must validate with its legal counsel.

• Law 1581 of 2012 (personal data protection): access and deletion requests for a data subject, request log, own retention for recordings and messages, recording notice and recording with consent from the IVR.
• Company do-not-call list and upload of the CRC’s RNE registry.
• Law 2300 of 2023 (collections): time windows and weekly contact caps per channel and debtor, with configurable reference values.