Features
Below is a list of Omnigage features:
| Omnichannel |
| Consistent user experience across unified inbox, blasts, inbound notifications, click-to-dial/text/email, and metrics |
| Telephony |
| Self-service caller id creation |
| Share caller id with individual users or teams |
| Click-to-Dial |
| Voicemail drop |
| Play drop |
| Call control including answer, hang up, start/stop recording, transfer, and conference |
| Inbound call control (answer or decline) |
| Inbound call contact matching (will show contact’s full name) |
| Recent notes visible on dialer for both outbound and inbound calls, add public/private notes for contact while on call |
| Call tracking and detailed call logs |
| Recording |
| Voice machine detection |
| Instantly acquire US/CA phone numbers for outbound/inbound calling and texting |
| Port phone numbers |
| Multiple phone number extension formats supported |
| SMS/MMS |
| Send and receive SMS/MMS with attachments |
| Share SMS/MMS compatible phone numbers with individual users or teams |
| Click-to-Text |
| Use template to prefill message with variables |
| Recent contact notes visible for both outbound and inbound text messages |
| Unsubscribe by responding |
| Self-service email id creation |
| Share email id with individual users or teams |
| Detailed email logs |
| Link click and open tracking |
| Click-to-Email |
| Option for DKIM |
| Use template to prefill message with variables |
| Unsubscribe by responding |
| Reply-to for inbound email and engagement trigger automation |
| Blasts |
| Transition between channels (e.g., Press 1 to receive a text message) |
| Outcome-based rules (e.g., Email opened, add to click to dial list) |
| Ability to delay transitions (e.g., wait 3 days before sending text message) |
| Voice blasts play different audio based on human or machine detection. Supports text-to-speech. |
| Schedule outbound calls based on contacts best call times |
| Set the number of retry attempts when a call cannot be completed |
| Email blasts support click, open, replied, unsubscribe, bounce, complaint, sent, failed and delivered outcomes |
| Text blasts support for delivered, sent, replied, failed and undelivered outcomes |
| Click-to-dial allows for restricting voice recordings that can be played when individually calling the list. The click-to-dial list will maintain complete and incomplete queue items allowing for incomplete to be retried. |
| Blasts can be processed immediately or scheduled for a future date |
| Detailed metrics |
| Filterable queues |
| Export results as CSV or JSON |
| Replied status for SMS and email can load the thread to continue the conversation with the recipient |
| Contact Management |
| Best call times |
| Share with individual users or teams |
| Notes including the ability to mark as private |
| Omnichannel conversations belonging to contact |
| List management with sharing |
| Import contacts using Excel or CSV formats with column mapping, in browser conflict resolution and ability to download errors |
| Export contacts (option to filter by list) |
| Voice of Consumer – claiming identity allows for the consumer to provide the latest contact information and preferences for engagement |
| CTI |
| Screen pop |
| Recent notes |
| Detailed call tracking |
| Content / Templates |
| Voice recordings by calling yourself, recording through browser or uploading file directly |
| Share voice recordings and text/email templates with individual users or teams |
| Text-to-speech including preview |
| Text-to-speech SSML support |
| Text-to-speech with variables (e.g., Hello {{first-name}}…) |
| Email and text templates support variables |
| Email templates supporting attachments and hosting media |
| SMS/MMS templates with media |
| Revisions |
| Organize templates using tags |
| IVR |
| DTMF prompts |
| Speech prompts |
| Unlimited nesting of DTMF or Speech prompt menus |
| Prompts trigger transition (e.g., Say yes to receive email) |
| Rules-based actions such as play, say, conference, record, dial, pause, enqueue, notify |
| Integrations |
| Salesforce with support for calls, texts, emails, blasts, templates, caller ID setup, and inbox |
| User Management |
| Import users |
| Role-based permissions (admin, compliance, standard) |
| Granular IAM access to objects throughout an account |
| Teams |
| Single sign-on (SAML 2.0) |
| Two-factor authentication using phone or texts |
| Enable or disable data exports |
| Compliance |
| Auditing |
| Pre/post reviews |
| Archived based design allowing for viewing deleted records |
| Enable compliance on specific activities (voice, text, email, CTD, etc.) |
| Compliance center for reviews |
| Two-way conversations on reviews between the compliance officer and editor |
| Compliance officer notifications for new reviews via text, email or both |
| Team Inbox |
| Unified channels across threads (e.g., call records and text messages for the same phone number appear in the same thread) |
| Thread visibility based on collaborator access to caller IDs, phone numbers, and email ids (assigned individually as user or team) |
| Click on the phone number or email address to load the individual thread to respond |
| Filter by direct vs. bulk activity |
| Contact summary with best call times |
| Contact on thread marked as “Verified” when Voice of Consumer identity claimed allowing for user to view the consumers provided contact information and contact preferences |
| Ability to filter by calls, texts or emails |
| Ability to archive threads |
| Visibility of which threads of have read and replied |
| Contact Center |
| Custom agent statuses |
| Status reporting by agent |
| Auto connect on hold call to an available agent |
| Customize workflow status (e.g., when call finishes, set status to After Call Work) |
| Queue modes of batch, progressive and preview |
| Restrict queue processing using time of day, number of calls on hold, and max by hour/day |
| Metrics |
| Aggregated detailed metrics across channels |
| Ability to filter by user, engagement, and time |
| Best call times by contact |
| Storage metrics |
| Conferencing |
| Create named conference rooms that can be shared with users or teams |
| Customize by enabling beep on entering/exit, on hold music and max participants |
| Recordings |
| Ability to transfer calls into rooms |
| Mute individual participants |
| Remove the participant from room |
| Log of participants |
| Rooms can be used in conjunction with inbound/outbound engagements to create custom experiences using rule-based triggers (e.g., schedule an engagement to call to join participant, DTMF/speech for passwords, etc.) |
| Developer |
| Comprehensive REST API with interactive documentation |
| Webhooks with support across most resources |
| Socket for real-time inbound notifications and contact center agent call routing |
| Data exports using the API |
| JavaScript SDK |
| Account Management |
| Language support for specifying unsubscribe content automatically appended to end of email and text templates |
| Custom subdomain |
| Export data from a variety of resources, including call logs, text logs, email logs, engagement results, templates, and audit logs. Can filter by start/finish dates along with choosing between CSV or JSON. |
| Embeddable |
| Calling with inline caller id creation, ability to voicemail/play drop, transfer, record, conference |
| Texting including loading conversation for responding |
| Emailing with conversation support |
| Sharable voice recordings with call to record, upload, or record through browser |
| Voice blasts with option to play recording if human detected or a different recording when machine is detected |
| Text blasts with metrics |
| Email blasts with metrics |
| Click to dial lists |
| Team inbox including the ability to load individual conversations |
| JavaScript SDK for controlling what is displayed, events, setting input and customizing look |
| Community |
| Publish private or public pages |
| Invite subscribers to view private pages |
| Posts support text and media |
| Posts can be scheduled and expired |
| Individual posts can be marked as public or private |
| Pre/post compliance supported for pages and posts including revisions |
| Individual users or teams can manage pages |
| Language Support |
| Automatic language detection for Arabic, Chinese, Danish, Dutch, English, French, German, Hindi, Icelandic, Italian, Japanese, Korean, Norwegian Bokmål, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Turkish, Welsh |
| Map default voice for text-to-speech by language |
| Specify unsubscribe content to be appended to SMS and email templates during blasts |
| Specify one or more keywords by language for detecting unsubscribe via reply for SMS and email |
| Support |
| Knowledge base |
| Help desk |