OmniChannel
- Customer
- Telecom Soft
- Project manager on the customer side
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- Year of project completion
- 2025
- Project timeline
- May, 2024 - November, 2025
- Project scope
- 20000 man-hours
- Goals
- The goal of the OmniChannel Platform project is to integrate all customer communications across digital and voice channels into a single, unified system. The platform connects voice, chat, email, social networks, and messengers to ensure consistent service quality and centralized management. It provides internal teams with a shared environment for monitoring requests, tracking performance, and improving service efficiency. The system also allows the creation of a dedicated customer-facing module for future expansion, enabling users to interact directly with the company through their preferred channel. The project aims to reduce response times, improve service transparency, and support the digital transformation of customer engagement.
- Project Results
- Implementation of the OmniChannel Platform has transformed customer service into a unified, data-driven operation. Average response time across all channels decreased by more than 40%, while service quality and customer satisfaction scores improved significantly. The system reduced operator workload through automation and centralized request management, cutting manual processing time by 35%. Supervisors gained real-time visibility into performance, enabling faster issue resolution and more effective staff management. Integration with marketing tools helped boost conversion rates and customer engagement. For management, the platform provided a single source of truth for analytics and reporting, ensuring transparency and consistent service standards across all communication channels.
The uniqueness of the project
The OmniChannel Platform is unique in its full integration of all customer communication channels—voice, email, chat, SMS, social networks, and popular messengers—into a single ecosystem. Unlike typical contact center systems focused on individual channels, it provides unified monitoring, analytics, and control for every interaction point. The platform features real-time supervision tools, KPI tracking for each operator, and customer satisfaction assessment at every stage of service. Integration with marketing and sales modules allows proactive engagement and personalized offers. Designed for internal use, it can also be extended into a customer-facing solution, creating a flexible foundation for a complete digital service ecosystem. This combination of multi-channel depth, analytics, and adaptability makes it the first system of its kind in the region.
- Used software
- The OmniChannel Platform is built on a modular architecture that integrates with the operator’s CRM, telephony, and analytical systems. It supports all key communication channels, including voice, web chat, email, SMS, Telegram, WhatsApp Business, Viber, Facebook Messenger, and Apple Business Chat. The platform uses web-based interfaces for supervisors and operators, ensuring centralized control and real-time visibility. Analytical modules collect performance data, service quality metrics, and customer feedback, while security systems protect data across all channels. The solution is deployed in a secure corporate cloud environment with load balancing and redundancy to ensure stability and high availability.
- Difficulty of implementation
- The main challenge in developing the OmniChannel Platform was integrating multiple communication channels—voice, chat, email, SMS, and messengers—into one unified system while maintaining stable performance and data consistency. Each channel had different protocols and security requirements, requiring extensive customization and testing. Connecting the platform with existing CRM, telephony, and analytical systems demanded complex synchronization and workflow redesign. Another difficulty was training operators and supervisors to adapt to a new, data-centric environment with real-time monitoring tools. During implementation, ensuring uninterrupted customer support while migrating live channels was particularly challenging. Despite these complexities, the project was successfully launched on schedule and became the foundation for the company’s modern customer communication ecosystem.
- Project Description
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The OmniChannel Platform was developed to create a single digital environment for managing customer communications across all channels — voice, chat, email, SMS, and popular messengers. The project’s main goal was to eliminate fragmentation in customer service, unify operator workflows, and ensure transparent, data-driven quality control.
Before implementation, the company managed customer interactions through multiple disconnected systems, making it difficult to monitor operator performance, measure customer satisfaction, and maintain consistent service quality. The OmniChannel Platform solved these challenges by consolidating all communication flows into one centralized system.
The platform supports a wide range of channels: Telegram, WhatsApp Business, Viber, Facebook Messenger, Apple Business Chat, web chat, SMS, email, and voice calls. All interactions are now managed from a single operator interface. Supervisors can track conversations in real time, assess service quality, and monitor inactivity to ensure high performance. Automated evaluation tools collect customer feedback and calculate KPI compliance for each operator and department.
In addition to customer support, the system integrates marketing and sales functions, allowing targeted campaigns, cross-channel promotions, and proactive communication. Built-in analytics provide insights into response times, service load, and customer satisfaction trends, enabling continuous improvement of operations.
The OmniChannel Platform was designed primarily for internal use, ensuring unified management of all contact center processes. However, its flexible architecture allows the creation of a separate customer-facing module — enabling clients to interact directly with the operator through their preferred digital channel.
Technically, the solution is based on a modular architecture integrated with the company’s CRM, telephony, and analytical systems. It runs on a secure corporate cloud infrastructure with load balancing, redundancy, and data protection. Supervisors and operators work through intuitive web interfaces with real-time dashboards for performance tracking.
By connecting all channels and automating key processes, the OmniChannel Platform significantly improved service efficiency, reduced response times, and enhanced overall customer experience. The project represents a major step in the company’s digital transformation, positioning it as a regional leader in integrated communication management and data-driven customer service.
- Project geography
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The OmniChannel Platform was implemented across all customer service centers of the company throughout Uzbekistan. It connects regional branches and central offices into a single digital communication environment, ensuring consistent service quality nationwide. The system supports operators working remotely or in different time zones, providing unified access to all communication tools and data. Thanks to its cloud-based architecture, the platform can also be accessed and managed from abroad, allowing continuous service for customers contacting the company from outside the country. The project’s scalable structure makes it adaptable for expansion to new regions and potential future integration with international partner systems.
- Additional presentations:
- OMNI.pdfOMNI-2.pdfOMNI-1.pdf