OMniLeads General Specs

OMniLeads underlying technology

Before citing the use cases, we emphasize reviewing the benefits of WebRTC technology, the core of OMniLeads.

WebRTC provides a web browser with the capability to maintain real-time communications for voice, video, chat, and screen sharing. OMniLeads uses this technology to centralize communications and the web management interface, avoiding the need for desktop applications like softphones. This offers immediacy in terms of "click and work" for user activation, as users are online and processing communications right from a web login.

Some of the main advantages of WebRTC are as follows:

• Se minimizan los puntos de fallo en las estaciones de trabajo.

• Se minimizan las tareas del helpdesk y por ende, la demanda del personal de soporte/sistemas.

• Se trabaja con los codecs de audio Opus y video VP8, ambos concebidos para una máxima performance en entornos de Internet (codecs internet nativos).

• A nivel seguridad, todas las comunicaciones viajan cifradas de manera obligatoria, en términos de señalización y media.

Features and Functionalities of OMniLeads

Currently, OMniLeads provides robust management and phone support through various types of campaigns:

✅ Incoming Campaigns: Manage incoming calls efficiently and route them to the appropriate agents.

✅ Campaigns Preview: prepare agents with relevant information before making a call.

✅ Web-based Video Calls: launch video call campaigns directly from web pages. ✅ Contact Database Switching for uninterrupted dialing. ✅ Campaign Recycling by agent rating and/or call status. ✅ Manual Campaigns: provides tools for agents to easily communicate with customers manually. ✅ Screen sharing between agent and customer through video calls.

✅ WhatsApp Business by Meta

✅ Integration with WhatsApp Business: expand your reach and accessibility with the communication capabilities of Whatsapp Business Meta

✅ Agent and Supervisor Console based on WebRTC.

✅ Different user roles: administrator, supervising administrator, supervising client, and agent.

✅ Answering machine detection.

✅ Complete call recording.

✅ Productivity Reports.

✅ Real-time supervision.

✅ Simple creation of web forms.

✅ Grades Management.

✅ Integration with CRM/ERP through the RestFull API.

✅ Remote Agents Mode.

✅ PBX Integration ✅ Text-To-Speech (TTS) support for generating Custom Audios

✅ Ready to virtualize! OMniLeads was conceived as a technology oriented towards virtualization environments.

✅ Ready to scale! OMniLeads offers Horizontal Cluster and High Availability (HA) scenarios.

✅ Enterprise Version for demanding accounts: provides the platform with an "Enterprise Layer" for vertical segments and demanding accounts.

✅ Fully oriented towards Contact Center. This is not a PBX software with added reporting and/or supervision features. The application was conceived from scratch as a platform designed and optimized for Contact Center functionalities.

With WhatsApp Business, you can:

✅ Having multiple users chatting on the same WhatsApp number.

✅ Connect to multiple WhatsApp accounts and receive all messages in one place.

✅ Create and chat with new contacts without touching your phone.

✅ Send and receive messages

✅ Send and Receive multimedia (images/audio/documents).

OMniLeads as a Contact Center integrated with a SIP-based PBX

OMniLeads is ideal for companies that demand typical Contact Center functionalities which the PBX system cannot cover due to its nature. Therefore, OMniLeads emerges as an alternative to complement the PBX, from an independent instance (bare-metal host, virtual machine, or cloud infrastructure) integrated with the PBX, allowing the flow of communications between both components in a reliable, secure, and transparent manner.

Avoid the performance cost on the PBX telephony core when running complex reports and monitoring tools, which involves executing a "call center module" on the PBX system. Avoid the economic cost of software licenses for typical complementary tools on the market, which provide the PBX with some reporting and queue supervision functionalities.

The noticeable advantages are:

It proposes to expand the traditional paradigm of acquiring a reporting/supervision software stack installed on the PBX.

Instead, deploy a complete independent Contact Center application (using its own Asterisk), which allows easy integration with the PBX software.

This way, we can route an IVR option from the PBX to an incoming campaign in OMniLeads, transfer from a PBX extension to OMniLeads, or vice versa.

In operations where there is a high demand for report extraction, or where there is a need to scale in terms of agents, it is extremely easy to deploy OMniLeads out of the box, whether on a VM, VPS, or dedicated server, without losing

OMniLeads is a Customer Contact services company

The RestFull API easily permits generating CRMs or web workflows for each campaign, thus adhering to the client’s requirements who outsources the portfolio. In these contexts, scalability is a basic requirement since operations are very dynamic and can demand peaks of connected users working simultaneously. Scalability is ensured by designing our solution so it can be easily deployed in a high availability cluster configuration. Under this scenario, OMniLeads can function as the communications core of a Contact Center with agents ranging from dozens to hundreds. Thus, OMniLeads can handle multiple SIP trunks simultaneously, with their pertinent incoming and outgoing communication routing.

OMniLeads for Carriers or Cloud PBX Providers

OMniLeads is a comprehensive solution designed for carriers or providers of cloud PBX services.

If there is a need to implement a CCaaS (Contact Center as a Service) solution, OMniLeads is ideal due to the advantage provided by WebRTC and Docker as foundational technologies.

We can cite advantages such as the following:

• WebRTC eliminates the need to install desktop softphone applications, as voice and video flow through the browsers of agents and supervisors. This removes a point of failure and maintenance on workstations.

• The codecs implemented for audio and video are Opus and VP8, both designed to work on the Internet. They dynamically adapt to the available bandwidth, avoiding the annoying interruptions of conventional VoIP calls.

• Security: The exchange of information between workstations and the OML instance in the cloud is encrypted under the standards HTTPS, sRTP, and dTLS.

• Kamailio is part of the communication core of OMniLeads. It is an advanced SIP-Proxy and crucial for providing security to VoIP and video servers accessible via the internet.

• The container architecture allows for easy deployment of OMniLeads by abstracting the underlying infrastructure and enabling it to seamlessly run on cloud providers such as Amazon, Google Cloud, Digital Ocean, OVH, Linode, etc.