Customers pick the channel; you keep one queue
A text and a phone call about the same order reach the same team under the same priority rules, instead of living in separate tools with separate backlogs.
Omnichannel Contact Centre
One queue for every way a customer reaches you.
Phone calls, text messages, web chat and email are routed by the same skills rules to the same agents, in one desktop, with callbacks, wallboards and supervisor tools that see all channels at once.
- Voice, SMS, chat and email in one queue
- Skills-based routing across channels
- Unified agent desktop
Example
Supervisor view Live
3Waiting
1:12Longest wait
4Agents on
128Answered today
Queue · Customer support
- 1+1 (514) 555-01030:48Waiting
- 2+1 (613) 555-01610:31Callback requested
Agents
- REReceptionReady
- CUCustomer support 1On a call
- CUCustomer support 2Wrap-up
- SASales 1Ready
The 3CTel Omnichannel Contact Centre puts voice calls, business SMS, web chat and email into one queue with shared skills-based routing. Agents work every channel from a single desktop with the customer’s history in view, callers can request a callback instead of holding, and supervisors monitor, coach and report across all channels from the same wallboards. Social messaging channels are scoped during planning.
What changes for your business.
Agents stop switching windows
One desktop shows the conversation, the customer’s recent contacts on every channel and the CRM record, so nobody asks the customer to repeat what they typed yesterday.
Shorter holds without more staff
Callbacks, chat deflection and blended routing let quiet channels absorb busy ones, and the wallboard shows where help is needed right now.
One set of numbers for the whole operation
Service level, handle time and abandonment are reported per channel and combined, so managers plan staffing from the real mix of work.
Core capabilities.
Unified queue across voice, SMS, chat and email
Every inbound contact becomes a work item in the same queue, with priority, wait targets and overflow rules that apply consistently. Social messaging channels are scoped during planning.
Skills-based routing
Contacts are matched to agents by language, product knowledge, licence or seniority — the same skills profile serves a French call and a French chat.
Unified agent desktop
Calls, texts, chats and emails are handled in one screen with customer history, saved replies, transfer, hold and wrap-up codes across channels.
Callbacks and virtual hold
Callers keep their place in line and are called back automatically; chat visitors can leave a number when agents are busy.
Real-time wallboards
Queue depth, longest wait, agents available and service level per channel on screens the whole floor can see, with alerts when thresholds are crossed.
Supervisor tools
Listen, whisper and barge on calls, view live chats, reassign work, adjust skills on the fly and pull an agent out of a channel during a surge.
AI-assisted replies and summaries
Suggested responses for chat, SMS and email drawn from your approved content, plus post-contact summaries, with agents reviewing before sending. AI models are confirmed during planning.
Recording, transcripts and reporting
Voice recording with the announcement configured with you, full transcripts of digital channels, and reports by agent, queue, channel, outcome and period.
Common use cases.
Retailer handling orders on every channel
“Where is my order?” arrives by chat, text and phone. All three route to the order-status skill, the agent sees the previous contacts and the answer is consistent.
Insurance brokerage during renewal season
Email renewals, claim calls and quote chats share a queue with priority rules, and bilingual agents take French contacts on any channel.
Clinic group with a central booking team
Appointment requests by web chat and text join the booking queue alongside calls, with callbacks offered when the morning rush exceeds targets.
Technology company running support tiers
Chat and email handle first-line questions; calls and escalations route to senior skills, and supervisors see backlog by tier on one wallboard.
Setup and migration.
A 3CTel specialist designs the queue structure with you before anything is configured, so channels, skills and reporting reflect how your team actually works.
Map channels and skills
We list the numbers, chat entry points and mailboxes to bring in, the skills each team holds and the priority and overflow rules between them. Social messaging channels are scoped here.
Configure queues and the agent desktop
Queues, routing, wrap-up codes, saved replies and the CRM connection are set up on a temporary number and test channels. Integrations are delivered via API, webhooks or an automation platform and confirmed before activation.
Build wallboards, alerts and reports
Supervisor views, thresholds and the reports managers receive are configured, and the recording announcement is agreed with you.
Train, test and switch over
Agents and supervisors are trained on the desktop, test contacts run on every channel, and numbers are ported and chat and email switched on a date you choose.
AI in this product
AI across every channel
One agent brain and one set of rules serve voice, chat, SMS and email, and hand off to people with the full context.
One AI agent on voice, chat and SMS
The same knowledge, tone and hand-off rules answer a customer whether they phone, text or open website chat, and the transcript follows them to a human queue.
Intent-based routing on any channel
The customer's request is understood in their words and routed to the right skill group, with urgency and sentiment passed to the agent before they answer.
After-interaction workflows
When any interaction ends on any channel, tickets, CRM updates, callbacks and follow-up drafts are created by workflow in automatic, one-click approve or suggest-only mode, with every action logged.
Updates
Omnichannel Contact Centre: recent field notes
Callbacks and text updates for a Manitoba public service office
The Omnichannel Contact Centre offers a callback instead of hold time, and residents who consent to texting receive a status update when their file moves. An AI assistant prepares a summary for the agent before the callback is placed. Residents are always told how to reach a person by phone at any point.
All updates New entries post Monday, Wednesday and Friday.
Common questions, answered directly.
What is an omnichannel contact centre?
An omnichannel contact centre routes every customer channel — phone, text, web chat, email and, where scoped, social messaging — through one queue and one set of rules to one agent desktop. The agent sees the customer’s history regardless of channel, supervisors monitor all channels from the same wallboards, and reporting combines them so staffing reflects the full workload rather than voice alone.
How does skills-based routing work across channels?
Each agent carries a skills profile such as language, product line or licence. Each inbound contact is tagged from its source — the number dialled, the chat page, the mailbox or the menu choice — and matched to the best available agent with those skills, whichever channel it arrived on. 3CTel configures the profiles, priorities and overflow rules with you during planning.
What does a unified agent desktop do?
It brings calls, texts, chats and emails into one screen with the customer’s recent contacts, the CRM record, saved replies, transfer and wrap-up codes. Agents do not switch between a phone application, a chat tool and an email client, and supervisors see the same information when they assist. AI suggestions and post-contact summaries appear in the same view for review.
Learn more
- Contact centre softwareQueues, skills, callbacks, wallboards and reporting for teams of 5 to 50.
- High Call Volume TeamsQueues, callbacks and analytics for teams that are always busy.
- Customer serviceThe phone workflow behind a support desk that answers, follows up and improves.
- CCaaS (Contact Centre as a Service)Cloud contact centre software: queues, skills routing, callbacks, supervisor tools and reporting.
- Call queueCallers wait in order and are delivered one at a time to the next free agent.
- Ring groups vs call queuesTwo ways to share incoming calls, and the team size where one turns into the other.
Learn more
Works with the tools you already use.
Integrations are scoped during planning based on your systems; availability is confirmed before activation.
- SalesforceCRM
- HubSpotCRM
- ZendeskHelpdesk
- FreshdeskHelpdesk
- Zoho CRMCRM
- GoHighLevelCRM
- Microsoft TeamsCollaboration
- Webhooks & APICustom
Related products.
Contact Centre
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreBusiness SMS
Text from the number customers already call — as a team, not from a personal phone.
Learn more: Business SMSCall Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistFrequently asked questions.
Voice, business SMS, web chat and email are handled in the unified queue. Social messaging channels such as messenger platforms are scoped during planning, and availability is confirmed before activation.
Yes, within limits you set. Blended agents can take a chat while waiting for calls, with concurrency caps per channel so a phone call is never answered by someone mid-conversation elsewhere.
It builds on the 3CTel Contact Centre. Customers who already use voice queues add channels; new customers start with the mix they need and add channels later.
Agents see the customer’s recent contacts across channels in the desktop, and where your CRM or helpdesk is connected, the interaction is logged to the same record.
Language is a skill. A caller’s menu choice, a chat visitor’s page language or an email’s detected language routes the contact to agents with that skill, on any channel.
AI drafts replies and summaries for agents to review in chat, SMS and email; it does not send on its own unless you decide to enable that for specific cases. Fully automated handling is a separate AI Voice Agents service.
Design a queue that covers every channel.
Tell us which channels customers use today and which teams answer them; a specialist will lay out routing, skills and reporting before anything is built.