Omnichannel Contact Centre Setup
One Platform.
Every Channel.
No Duct Tape.
A single, scalable contact centre that unifies voice, chat, email, and messaging - so your agents see the full customer story, your data stays yours, and your stack finally behaves itself.
Secure My Omnichannel Contact Centre Plan
Fix the Broken Channel Experience Before It Costs You More
When calls, emails, chat, and messaging live in separate tools, service starts to fracture. Customers repeat themselves, agents waste time switching screens, and performance becomes guesswork because reporting never tells the full story. The result is predictable: longer handling times, rising contact volumes, inconsistent outcomes, and a growing gap between what customers expect and what the operation can deliver.
This is fixable - but not with another bolt-on. A single operating layer is needed where every interaction shares context, routing follows clear rules, and workflows match how the business actually runs. Done properly, this reduces repeat contacts, improves first-contact resolution, and gives leaders real control through measurable service levels, transparent data ownership, and integrations that fit existing CRM/helpdesk systems without ripping everything out.
Here's what gets put in place to make it work:
- Unified agent workspace across voice, email, chat, and messaging
- Shared customer context and conversation history across every channel
- Consistent routing, prioritisation, and queue design aligned to real service pressures
- Standardised workflows with clear exception handling (humans stay in control)
- Bespoke integrations with CRM/helpdesk and reporting tools to keep data where it belongs
- Automation for repeatable operational steps to cut admin load and reduce errors
If channel silos are already slowing service and hiding risk, the next step is to map the fastest path to a unified platform that holds up day-to-day - Schedule a Consultation and get a rollout plan built around your systems and targets.
Platforms & Technologies We Work With
Non-exhaustive - depends on requirements.
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Telephony Core & SIP
Asterisk, FreeSWITCH, Kamailio, OpenSIPS, drachtio, Yate
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PBX Management & Provisioning
FreePBX, FusionPBX
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Digital Channels
Matrix, Openfire, ejabberd, Rocket.Chat, Postfix, Dovecot
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Integrations & Data Layer
n8n, Apache Kafka, PostgreSQL, Redis
Use Cases for Measurable Contact Centre Outcomes We Deliver
Each use case is designed to improve service consistency, reduce avoidable cost, and give operational teams clear control across channels.
The Capabilities That Move the Needle
Our omnichannel contact centre setups are designed to improve day-to-day service delivery while creating a platform you can scale and refine over time.
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Unified Agent Workspace
One inbox for voice, chat, and email to prevent missed interactions. -
Context-Rich Service
Shared history and customer details reduce repetition and speed up resolution. -
Intelligent Routing
Skill-based and rules-based routing that matches customers to the right team quickly. -
Automated Surveys & Feedback Loops
Post-interaction NPS/CSAT collection to identify service gaps early. -
Real-Time Reporting
Dashboards for operational KPIs, team performance, and channel trends. -
Seamless Channel Switching
Customers can move between channels without losing continuity.
Omnichannel That Fits Your World
Omnichannel platforms deliver the most impact when aligned to real service pressures - volume spikes, compliance requirements, and customer expectations. We tailor routing, workflows, and integrations so your contact centre supports how your business actually operates.
Telecoms
Handle high-volume enquiries with consistent triage, fast routing, and reduced repeat contacts.
E-Commerce
Improve order and returns support with unified customer history and proactive updates.
Healthcare
Enable secure, compliant communication for appointments, follow-ups, and patient coordination.
Logistics
Reduce delivery friction with faster issue resolution and clearer tracking communications.
Hospitality
Support bookings and guest requests with context-rich service across channels.
Education
Centralise student and staff enquiries with structured workflows and measurable performance.
From Blueprint to Go-Live: Without the Guesswork
We don't deploy generic contact centre stacks. Each build is structured around your customer journeys, internal workflows, compliance needs, and the channels you support.
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Current-State Review
We review your current channels, tooling, call flows, queues, staffing model, and service KPIs. This identifies bottlenecks, data gaps, and opportunities for automation.
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Target Design & Rollout Plan
We design the target platform - channel integrations, routing logic, customer context model, reporting needs, and operational controls - then define a rollout plan that minimises disruption.
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Build & Systems Integration
We implement the platform using selected open-source components and integrate with CRM/helpdesk systems. We validate routing, reporting, and continuity through real scenarios before go-live.
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Handover & Support Pathways
Your teams receive documentation, operational runbooks, and training. Ongoing optimisation and support can be provided through SLA-Based Technical Support or Dedicated Support Hours, depending on what you need post-launch.
Why Choose Onyxsis?
Proven Results You Can Point To
Real outcomes in live operations, not sandbox demos.
For a leading UK telecoms provider, we delivered the Contact Centre Operations Hub to bring contact handling, customer context, and operational visibility into a single platform.
Those improvements were measured in the day-to-day: less rework, clearer ownership, and faster decisions when volumes rise and priorities change. It is the sort of evidence we insist on because your investment should show up in the numbers, not just in a demo.
Open-Source Specialists Who Put You in Control
We are unapologetically open-source at heart, and we build in a way that keeps you in charge of your stack, your data, and your future options. You get straight answers, clear technical choices, and a partner who will tackle the hard parts rather than dressing them up.
Senior People, Personal Service, No Hand-Offs
You work directly with experienced engineers and delivery leads who stay accountable from first workshop to go-live and beyond. We keep things human: responsive communication, transparent decisions, and a bespoke approach shaped around your business goals.
Support That Stays With You
After go-live, we stay close to your team with practical guidance, clear documentation, and a responsive path for improvements as your needs evolve. You will not be left to figure it out alone when the first real change request lands.
For predictable coverage, we offer SLA-Based Technical Support with defined incidents, response times, and escalation paths, plus Dedicated Support Hours for integrations, enhancements, and ongoing tuning. It is a straightforward way to keep momentum without having to renegotiate support every time priorities shift.
If you are serious about a single platform that your team can run, trust, and improve over time, we will map the quickest route to measurable service gains with you.
Turn Every Customer Conversation Into One Continuous Thread
Design a contact centre where agents have context, customers stop repeating themselves, and reporting finally makes sense.
