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Home / SmartOmni

SmartOmni

Develop meaningful relationships with our SmartOmni solutions

61% of consumers choose another company after a single negative experience in their journey. The time has come for you to discover a new era in customer relations, where every interaction matters.

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  • Overview
  • Resources
  • Use cases
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On each channel, an exceptional journey

phone icon

Voice

Offer personalized and optimized service in all your telephone interactions.

chat bubble icon

Chat

Offer immediate support and solve problems quickly with integrated and personalized chats.

Whatsapp icon

Whatsapp

Interact on the most used channel in the world and offer instant and efficient assistance.

envelope icon

E-mail

Flexibility, personalized communication and sending documents for a targeted experience.

monitor icon

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

Voice agent

Relationship channel that handles telephone calls (voice)

Single contact channel

PABX and IVR features

Call log (recording, history)

Real-time call monitoring

Omni Agenda

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)

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Scalable

Low implementation costs

Low maintenance costs

Decentralized management

PBX in the cloud

Scalability (multiple extensions)

Low implementation costs

Low maintenance costs (Saa$)

Centralized management on one platform

Attendant talking to customer

Chat

Boost your chat service

Attendant talking to customer

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

Read it on our blog
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Customer Experience Analysis

3D Journey Visualization

Sentiment analysis in voice and chat

Efficient crisis management

Understanding consumer preferences

Personalizing the customer experience

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.

Click here to see all the resources

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

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  • Channels
  • Service and Facilities
  • Monitoring
  • Reports
  • Security

Channels

  • Voice
  • WhatsApp
  • Webchat
  • E-mail
  • 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) 

E-mail

  • 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

Centralize all your customer service contact points on a single screen with SmartOmni. Ensure that your agents have a detailed view of all interactions and have an effective service classification to effectively direct each demand, providing a fluid journey. From emails and telephones to chats, forms, social media, websites and WhatsApp, we offer a complete solution to simplify customer service.

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.
Accordion

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.

SmartOmni
Growth

From: R$ 399,00 / month

Monthly unit subscription to the package;
Includes 5 Users/Agents;
Service via WhatsApp and Webchat;
Includes official number activation with WhatsApp API;
Includes 600 conversations per month;
Buy now
Talk to a consultant
SmartOmni
Engage

From: R$ 599,00 / month

Monthly unit subscription to the package;
Includes 5 Users/Agents;
Voice service, WhatsApp, Webchat;
Includes official number activation with WhatsApp API;
Includes 1,000 (one thousand) conversations per month;
Buy now
Talk to a consultant

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
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EUA: +1 (305) 404-2044

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