The Open Source Contact Center Solution
No more softphone
OML has an agent and supervisor console based on WebRTC, which avoids cumbersome softphone applications and the need for their configuration at each workstation.
Multiple types of campaigns Management
OML allows you to manage different types of telephone campaigns concurrently in an intuitive, effective and efficient way: Inbound, outbound Preview, outbound IVR blasting and outbound Predictive
The solution generates a wide range of reports for the control of the Contact Center management. Based on the premise of meeting the needs of multiple business models, our reports guarantee an efficient measurement of the quality parameters of operations.
Our supervision module allows real-time monitoring of the main and immediate parameters to guarantee the maximum efficiency of the operation. It includes: Processed calls, call dispositions, agents and campaigns status, agent monitoring (channel spy, wishper & conference), are some of the module's functionalities.
Campaigns forms design
OML has a form creation interface to display in each agent that receives a call, being able to assign different forms per campaign. The data collection from the forms can be downloaded as campaign reports.
OML allows triggering actions towards a web CRM / ERP each time an agent receives / generates a communication, in addition, from said CRM / ERP a management can be “qualified” so that it impacts OML reports.
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Answer Machine Detection
OML can recognize answer machines and act according to rules that may indicate leaving a recorded message, trying to contact again later or simply skipping the contact, seeking to maximize the times and efficiency of the operation.
Custom user profiles
OML supports different roles; administrator, supervisor, client and agent. With different levels of actions and information available as well as the possibility of modeling custom users profiles according to the needs of each project.
Easy components clustering
OML can be deployed in an AIO (All In One) architecture or work dividing the load between Application Server, Database Server and Communications Server.
Integration with market leading
Open Source PBXs.
As well as any SIP technology
All calls managed by OML can be recorded, to later be retrieved under dynamic search filters in OML's recordings module and be downloaded individually or in bulk. Also available for QA auditing.
The fact of having full WebRTC access from agents and supervisors, OML is emerging as the perfect solution for working with remote users. It is just opening a website to start receiving and making phone calls.
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OMniLeads, The Open Source Contact Center Solution.