Omnichannel

  1. Features
  2. Omnichannel

Deliver seamless customer support across WhatsApp, Email, Live Chat, Phone, SMS, Facebook Messenger, and Web Forms.


RoundInfinity's omnichannel platform unifies customer conversations across WhatsApp, Email, Live Chat, Phone, SMS, Facebook Messenger, Web Forms, and more into a single intelligent inbox. Customers can start conversations on any channel and seamlessly continue on another without losing context. The platform automatically moves cases between channels based on customer preference, urgency, and availability - ensuring conversations flow naturally across touchpoints. Customer 360 data synchronizes across all channels, providing agents with complete conversation history regardless of where the interaction began.

With true omnichannel orchestration, businesses eliminate silos and deliver consistent experiences across every touchpoint. Smart channel-switching ensures customers receive support where they are most comfortable, while unified analytics provide insights across all channels. This drives higher satisfaction, reduces friction, and creates seamless journeys that build loyalty and maximize customer lifetime value.



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Channel Integration
Connect all customer touchpoints including WhatsApp, Email, Live Chat, Phone, SMS, Facebook Messenger, Web Forms, and social media into a unified platform with seamless two-way communication.
Unified Inbox
All conversations from every channel flow into a single omnichannel inbox where agents see complete customer context, history, and preferences regardless of the originating channel.
Customer Choice
Customers initiate conversations on their preferred channel - WhatsApp, Email, Chat, Phone, or any other - and receive consistent, personalized service with full access to their interaction history.
Seamless Channel Switching
The system intelligently moves cases between channels based on context, urgency, and customer preference. Start on Email, continue via WhatsApp, escalate to Phone - all while maintaining complete conversation continuity and context.
Context Preservation
Customer 360 data ensures that every channel interaction has full context. Agents see complete conversation history, previous purchases, preferences, and case details - delivering personalized experiences across every touchpoint.
Smart Routing
AI-powered routing directs conversations to the right agents or teams based on channel expertise, customer priority, issue type, and workload - optimizing response times and first-contact resolution rates across all channels.
Unified Analytics
Track customer journeys across all channels with comprehensive analytics. Monitor channel performance, measure satisfaction, identify preferred touchpoints, and optimize the omnichannel experience with data-driven insights.