🔧 How-to Guides
📞 Contact Center Guide
💬 Omnichannel Messaging Guide
🌐 Omnichannel Messaging Overview

Omnichannel Messaging Overview

The Omnichannel Messaging feature on IZT Cloud Voice integrates multiple digital channels into one cohesive interface, enhancing customer engagement.

Highlights

Key Features of Omnichannel Messaging:

  • All-in-One Message Inbox: Agents can access a unified inbox that consolidates messages from various channels connected to their IZT Cloud Voice UC Clients. This streamlines communication and allows for effective management of customer interactions, regardless of the channel (e.g., SMS, email, live chat).

  • Seamless Customer Experience: With omnichannel messaging, customers can switch between messaging channels without losing context. When an agent transitions from one communication channel to another, the new agent can quickly review the entire customer conversation, enabling personalized service.

  • Automatic Chat Assignment: Different messaging pathways are intelligently assigned to agents, ensuring that the right team member responds to the relevant customer based on their queries.

Roles in Omnichannel Messaging

Administrator Guide

Administrators set up and manage the omnichannel messaging feature to ensure that the entire organization can leverage the functionality.

To learn more, see the Omnichannel Messaging Administrator Guide.

📝 Manage Queue Call Logs🔔 Omnichannel Messaging Agent Guide