Cloud Call Center Software Without the Hardware
Omni Response from Advanced Hosted Services gives small and medium-sized businesses a full-featured call center on our geo-redundant cloud platform, with no significant upfront investment. Set up queues, route calls to the right agents and watch performance in real time from any web browser.
- Queue-based routing and automatic call distribution (ACD)
- Real-time dashboards with color-coded alerts
- Listen, whisper and barge for supervisors
- Call recording and detailed reporting
- Live 24×7 support from our team
See Your Call Center at a Glance
The statistics grid on the portal home screen shows calls waiting, average wait time, average handling time, abandon rate, calls answered and call volume as they happen. Each tile changes from green to yellow to red based on thresholds your supervisor sets, so problems stand out before customers feel them. Run reports on your entire call center or drill down to a single agent in a single queue.
Features
Advanced Call Management
Tools to fit any call center environment.
- Queue-based routing
- Automatic call distribution (ACD)
- IVR and auto attendant
- Hunt groups
- Call parking
- Answering rules and configurable time frames
Supervisor Controls
Manage agents, monitor call flow and analyze reports in an easy browser-based portal.
- Real-time management
- Dashboards and reports
- Listen, whisper and barge
- Automated callback IVR
- Contact history database
- CRM integration
Quality Assurance
Monitoring tools and a highly available network keep call quality high.
- Call recording by queue, user or organization
- Call analytics and alerts
- Real-time quality of service (QoS) monitoring
- Instant call metrics with SIP ladder graphs
- Scalable architecture that grows with you
Detailed Reporting
Reports as broad as your whole organization or as focused as one agent in one queue.
- Customizable dashboards
- Queue statistics
- Agent statistics and availability
- DNIS statistics
Unified Communications Built In
Call center features live in the same online portal as your phone system, reachable from any device.
- Web-based agent and supervisor portal
- Remote and multi-location agents
- Presence on multiple devices and simultaneous ring
- Click to call
- Voicemail to email and voicemail transcription
- Integrated fax
Answer More Calls With Sentry AI
Pair Omni Response with Sentry AI, our AI virtual agent, to greet callers, answer common questions and cover overflow and after-hours calls, then pass callers to the right queue with useful context.
Frequently Asked Questions
What is Omni Response?
Omni Response is the cloud call center solution from Advanced Hosted Services. It gives small and medium-sized businesses carrier-class call center tools, including queues, automatic call distribution, supervisor controls, call recording and real-time reporting, without buying call center hardware.
Do I need to buy call center equipment?
No. Omni Response runs on our geo-redundant cloud platform. Call centers are configured and managed through a web-based portal, so there is no significant upfront capital investment.
What can supervisors see in real time?
Supervisors see calls waiting, average wait time, average handling time, abandon rate, calls answered and call volume on a live statistics grid. Each tile changes from green to yellow to red based on thresholds the supervisor sets.
Can agents work remotely?
Yes. Omni Response supports agents in different locations and on the move, with a web-based agent and supervisor portal, presence on multiple devices and simultaneous ring.
Can calls be recorded?
Yes. Calls can be recorded on specific queues, for specific users or across your entire organization.
Does Omni Response integrate with my CRM?
Yes. Omni Response includes CRM integration and a contact history database, and it can be paired with Sentry AI, our AI virtual agent, to answer overflow and after-hours calls.
Build a Better Call Center
Tell us how many agents and queues you need and we’ll design an Omni Response setup for your team. Prefer to talk? Call 1-833-467-8331, any time, day or night.
