Receive requests
Bring inbound calls, callback requests, and scheduled calls into one service entry point.
CRM · Product details
OMNI
A cloud-based CCaaS platform that unifies inbound calls, callbacks, and scheduled calls as tickets and brings call control and customer interaction history into one screen.
Cloud Contact Center
Start customer service in the browser without a complex build
OMNI connects service work and operational information in one web environment. Agents retain customer context while managers monitor live workloads and outcomes at a glance.
A cloud service environment designed for rapid adoption
Ticket-centered workflows for calls, callbacks, and scheduled calls
One workspace combining CTI controls and customer history
OMNI
Live operationsOperations dashboard
Monitor agent availability and ticket progress at a glance.
12
Active agents
28
Open tickets
4
Callbacks waiting
Ticket status
Live updateResolved18
In progress7
Unassigned3
Agent status
6
Available
4
On call
1
After call
1
Away
A web presentation mockup based on key OMNI operational information. Actual screens may vary by operating environment and configuration.
Connected Workflow
One ticket flow from incoming call to operational analysis
Connect previously separated call and service steps so agents can stay focused on the customer interaction.
Create and assign
Create a ticket for each request and manage ownership, assignment, and priority.
Review context
See customer details, past tickets, notes, and recordings in the service workspace.
Handle and record
Control calls through CTI while recording notes, categories, and outcomes.
Analyze and close
Review trends by agent and category and complete daily operational checks.
Core Capabilities
Everything agents and operations teams need in one place
Support daily agent workflows, real-time management, and reporting through one connected platform.
Dashboard and live operations
Monitor agent availability, active calls, unhandled and unassigned tickets, and inbound phone activity in real time. Arrange widgets to prioritize the metrics that matter most.
- Live updates
- Agent status
- Personalized widgets
Ticket management and CTI
Organize assigned, unassigned, callback, and scheduled-call work while handling customer details, notes, recordings, and call controls in one screen.
- Ticket priority
- Call control
- Unified history
Forms and service categories
Configure fields for each workplace and classify service types across three levels to reduce unnecessary input and establish consistent reporting standards.
- Custom forms
- Flexible fields
- Three-level taxonomy
Statistics and daily close
Review trends by agent, service category, and period, then export CSV or Excel data for reporting and daily operational checks.
- Operational statistics
- Daily and monthly trends
- Data export
Business Benefits
Improve handling speed and operational visibility together
Connected ticket workflows and live operational information improve both the service experience and management efficiency.
Lower adoption overhead
Reduce complex implementation requirements and support a faster start through a cloud-based service.
Shorter handling time
A connected call and ticket workflow helps reduce average handling time per interaction.
Less customer waiting
Surface unassigned and waiting tickets quickly to help reduce service connection delays.
Consistent service quality
Unified customer history helps agents maintain context and deliver consistent service across handoffs.
Visible performance
Use statistics, dashboards, and daily close data to review agent outcomes and operational status objectively.
Cloud Architecture
OMNI system integration and expansion
Start with the core capabilities required for cloud service operations, connect external channels and business systems, and expand toward AI-assisted service capabilities.
Cloud CRM
OMNI
Included todayCore
- Telephony and CTI
- Tickets, callbacks, and scheduled calls
- Customer information and history
- REST API and WebSocket integration
Available integrationsConnect
- KakaoTalk channel
- External CRM
- Internal business systems
Planned expansionPlanned
- Email and additional channels
- STT
- KMS
Contact
Configure OMNI for the way your organization serves customers
Tell us about your current service workflows and operating environment, and we will review the ticket flow and management configuration you need.