On each channel, an exceptional journey
Voice
Offer personalized and optimized service in all your telephone interactions.
Chat
Offer immediate support and solve problems quickly with integrated and personalized chats.
Interact on the most used channel in the world and offer instant and efficient assistance.
Flexibility, personalized communication and sending documents for a targeted experience.
Social networks
Optimize interactions by integrating comments and messages on a centralized platform.
Smart with a Contact Center
Ensure service efficiency with dynamic strategies for intelligent service routing and real-time monitoring with unified channels.
Relationship channel
Channels
Resources
Records
Monitoring
Relationship channel that handles telephone calls (voice)
Single contact channel
PABX and IVR features
Call log (recording, history)
Real-time call monitoring
Relationship channel that provides assistance by voice, chat, social networks, SMS, e-mail, forms
Integration of all contact channels
Voice and Chatbot features, automation and AI
Service record (interactions, comments, treatments and solutions)
Real-time monitoring of all channels (Voice, WhatsApp, Chat, Social Networks)
Scalable
Low implementation costs
Low maintenance costs
Decentralized management
Scalability (multiple extensions)
Low implementation costs
Low maintenance costs (Saa$)
Centralized management on one platform
Chat
Boost your chat service
Elevate customer service and ensure a smooth experience on your chat channels. Get a complete picture of customer needs based on their interactions throughout the journey.
Anticipate solutions and generate valuable insights to drive new business opportunities, providing an even more personalized and satisfying experience for customers.
IVR and self-service
Optimize self-service operations with IVR
Improve the customer experience by directing interactions to the most qualified agents, based on data analysis and behavioral patterns.
Allow self-service to resolve simple queries and demands and, when necessary, the IVR transfers the context to the agents in real time, promoting faster resolutions.
Create customized flows and add flexibility to interaction processes, adapting to your company's specific needs.
Virtual assistants
Elevate customer service with Generative AI
Virtual assistants, integrated with artificial intelligence, guarantee 24/7 availability to meet your customers' needs.
Operating on popular platforms such as WhatsApp, chatbots provide efficiency by collecting information and providing personalized responses. Voicebots are capable of integrating voice biometrics, adding an extra layer of security to the process.
Predict customer needs according to their interactions in the journey, anticipate solutions and generate insights for new business.
CONAREC Trophy 🏆
Smartspace awarded "Partners and Solution Providers in the Virtual Assistant for Inbound Text Support" category
Manage your calls from a single interface
Create memorable experiences and strengthen your bonds with customers, optimize your approach and win lasting loyalty. Turn every interaction into an opportunity to delight and stand out in your sector.
Dialer
Increase the efficiency of your Contact Center with a Dialer
Automate dialing to increase your agents' productivity with predictive dialing, eliminating downtime between calls. Integration with CRM systems offers instant access to customer information for a personalized and effective approach.
The automatic dialer, in collaboration with the IVR, directs calls based on automatic responses, providing a more efficient and personalized experience, reducing the burden on agents and increasing productivity.
Your service channels, our solution
Discover the features that will enhance your customer service experience
Channels
- Voice
- Webchat
- Web form
- Call Management Panel
Service and Facilities
- Inbound/Active Services
- Receptive and Active Service Queues
- Login/Logout/Pause in queues
- Service scripts
- Notice board for agents
- Interaction history
- Qualification of service
- Customer history view
- Registration and Customer Base
- Collaboration and integration (Chat) with backoffice
Voice
- URA
- Callback
- Incoming/Active Voice Calls
- Blind Transfer / Assisted Transfer
- Voice Conference
- Call waiting
- Muting calls
- Call recording
- Scheduled Callback
- Post-Service Satisfaction Survey
WhatsApp/Webchat/Social Media
- Chatbot integration
- View Chatbot Interaction History
- Inbound services
- Simultaneous services
- Real-time chat
- Message Group
- Creating advanced trees (multi-level)
- Waiting appointments
- Sending files (audio, images, videos)
- Multiple Integrated Input Boxes
- Auth02Google and Microsoft authentication
- IMAP / SMTP /POP protocols
- Automatic distribution of appointments
Web form
- Multiple Web Forms
- Segmentation of demands by subject
- Automatic distribution of appointments
Monitoring
- Real-time monitoring of service channels
- Management and Monitoring Groups
- Monitoring Alerts
- Resetting Attendant Queues
- Attendant logout
Channel Monitoring
- Active services
- Waiting appointments
- Average waiting time
- Average Service Time
- Drop-out rate
Attendants monitoring
- Status (queued, ringing, in service)
- Logged-in attendants
- Attendants on break
- Break Time
- Reason for the break
- Simultaneous services
Reports
- Export in PDF, HTML, CSV and XLSX
Standard reports
- Service by Channel
- Attendances per attendant
- Attendance by Monitoring Group
- Queuing
- Services per month/opening day
- Attendance by Qualification
Customized reports
- Creation of customized reports
- Easy integration with Business Intelligence (BI) tools
Security
- SSL encryption
- Two-factor authentication
- Single sign-on (SSO)
- Audit logs
- Full backup
- Authentication with LDAP servers
Explore the efficiency of SmartOmni solutions
Customer Service
Proactive
Anticipate customer needs and provide support proactively. Use chatbots to answer frequently asked questions and offer real-time assistance.
Personalização da Experiência
do Cliente
Analyze customer data to personalize offers, recommendations and communications. Use customer relationship management (CRM) systems to understand individual preferences.
Feedback e Pesquisas de
Satisfação
Collect customer feedback to improve products, services and processes. Carry out customer satisfaction surveys to measure the level of satisfaction and identify areas for improvement.
Marketing Automation
Automate voice campaigns to reach customers at strategic moments. Segment audiences based on behavior and preferences for more targeted campaigns.
Communication
Omnichannel
Offer support and interaction on various channels, such as email, chat, telephone and social media. Ensure consistent messages and information at all points of contact.
Loyalty and Rewards Programs
Implement loyalty programs to encourage repeat business. Offer exclusive rewards and benefits to loyal customers.
Predictive Analysis
Use predictive analytics to anticipate customer needs. Identify patterns of behavior to predict future trends.
Customer Experience Management (CX)
Measure and optimize the customer journey at all touchpoints. Identify problematic points in the customer experience and implement improvements.
Integration
Integrate your native ERP and provide a unified view of all information.
SLA
Support agents in complying with the regulatory bodies' SLAs and set specific deadlines for responses and resolutions.
Finance 
Promote personalized interactions, automation and feedback to build customer loyalty with confidence.
Health 
Improve patient care by offering personalized support and strengthening the doctor-patient relationship.
Retail 
Offer personalized experiences and strengthen customer loyalty through consistent interactions.
Government 
Promote transparency, facilitate access to services, and strengthen communication between government and citizens.
Finance
Promote personalized interactions, automation and feedback to build customer loyalty with confidence.
- Provide personalized customer support for account queries, transactions and financial services. Use intelligent chatbots to answer frequently asked questions and simplify processes.
- Alert customers to suspicious activity on their accounts and provide multi-factor authentication to ensure the security of transactions.
- Offer personalized guidance based on spending habits and financial goals. Use data analysis to suggest relevant financial products.
Health
Improve patient care by offering personalized support and strengthening the doctor-patient relationship.
- Make it easier to schedule medical appointments and send automated reminders. Implement telemedicine solutions for virtual consultations.
- Send educational information on well-being and prevention.
- Collect feedback from patients to improve the services provided. Implement chat solutions to answer patient questions and concerns.
Retail
Offer personalized experiences and strengthen customer loyalty through consistent interactions.
- Integrate online and offline platforms to provide a seamless shopping experience. Use customer data to personalize offers and product recommendations.
- Implement loyalty and rewards programs to encourage repeat purchases. Send personalized offers based on purchase history.
- Offer real-time support through chatbots or human agents. Efficiently facilitate product returns and replacements.
Government
Promote transparency, facilitate access to services, and strengthen communication between government and citizens
- Make it easier for citizens to access government information. Implement chatbots to answer frequently asked questions about public services.
- Proactive involvement of citizens through surveys and feedback. Provide digital platforms for participation in democratic processes.
- Send out important notifications, such as emergency alerts and policy updates. Personalize communications based on citizens' location and preferences.
Finance
Promote personalized interactions, automation and feedback to build customer loyalty with confidence.
Provide personalized customer support for account queries, transactions and financial services. Use intelligent chatbots to answer frequently asked questions and simplify processes.
Alert customers to suspicious activity on their accounts and provide multi-factor authentication to ensure the security of transactions.
Offer personalized guidance based on spending habits and financial goals. Use data analysis to suggest relevant financial products.
Health
Improve patient care by offering personalized support and strengthening the doctor-patient relationship.
Make it easier to schedule medical appointments and send automated reminders. Implement telemedicine solutions for virtual consultations.
Send educational information on well-being and prevention.
Collect feedback from patients to improve the services provided. Implement chat solutions to answer patient questions and concerns.
Retail
Offer personalized experiences and strengthen customer loyalty through consistent interactions.
Integrate online and offline platforms to provide a seamless shopping experience. Use customer data to personalize offers and product recommendations.
Implement loyalty and rewards programs to encourage repeat purchases. Send personalized offers based on purchase history.
Offer real-time support through chatbots or human agents. Efficiently facilitate product returns and replacements.
Government
Promote transparency, facilitate access to services, and strengthen communication between government and citizens
Make it easier for citizens to access government information. Implement chatbots to answer frequently asked questions about public services.
Proactive involvement of citizens through surveys and feedback. Provide digital platforms for participation in democratic processes.
Send out important notifications, such as emergency alerts and policy updates. Personalize communications based on citizens' location and preferences.
Flexible plans for all communication needs
Maximize your investment and take your business communications to the next level with innovation and technology. Guaranteed advanced features, exceptional support and unrivaled flexibility.
From: R$ 399,00 / month
From: R$ 599,00 / month
SmartOmni Growth |
SmartOmni Engage |
|
|---|---|---|
| Service via WhatsApp, Webchat, Social Media |  |
|
| Voice Service |  |
|
| Inbound services | |
|
| Active Services | Add-on | |
| Simultaneous services | |
|
| Voice Conference | |
|
| Transfer of Services | |
|
| Service scripts | |
|
| Customizable reports | |
|
| Creating advanced trees (multi-level) | |
|
| Dashboard with Omnichannel visualization | |
|
| Sending files via WhatsApp and Chat (audio, images, videos) | |
|
| Silent listening/monitoring with "whisper" feature | |
|
| Simultaneous queues | |
|
| Management by business profiles (service levels, queues, agent...etc) | |
|
| Management of agent metrics and skills (Call time-out, maximum number of calls, maximum pause time, maximum number of rejections...among others) | |
|
| Omnichannel satisfaction survey management | |
|
| Management of pause reasons/calls | |
|
| Management and creation of call-back flows | |
|
| Message Group | |
|
| Responsive interface | |
|
| Login/Logout/Pause | |
|
| Real-time monitoring of queues/calls/agents | |
|
| Screen monitoring for digital customer service (chats) | |
|
| Quality monitoring with business variables | |
|
| Plan includes activation of official number with WhatsApp API | |
|
| Qualification of calls/answers | |
|
| WebRTC Softphone | |
|
| Customer history view | |
|
