Which channels does your platform support?

Voice, IVR, live chat, email, WhatsApp, SMS, Facebook, Instagram and Twitter/X — all with unified customer timeline.

4-6 weeks full omnichannel. Voice-only in 2-3 weeks. Additional channels added progressively.

Which CRM systems do you integrate with?

Salesforce, Zoho, HubSpot, Freshdesk, Zendesk, ServiceNow, Dynamics and custom CRMs.

How do you handle agent training?

Unified desktop platform minimises multi-channel training. Channel-specific SOPs covered in 2-week pre-launch training.

How is quality monitored?

Call recording, chat transcripts, AI sentiment scoring, weekly QA audits and real-time supervisor monitoring.

Omnichannel Contact Center Solutions India | BPO Contact Centre

Name: Outer Orbit Technologies
Address: C/O MIMEC Cable, 5th Floor, Plot No. 3/P, Namkum Industrial Area, Ranchi, Jharkhand, 834010, IN
Telephone: +917979771209
Price range: ₹₹

Omnichannel Contact Center - Outer Orbit Technologies

Unified contact operations

One contact centre team. Eight channels. One view of every customer.

Customers expect seamless experiences whether they contact you by phone, email, chat, WhatsApp or social media. Outer Orbit Technologies operates omnichannel contact centre solutions where all channels feed a unified customer timeline — so agents have full context of every previous interaction before responding, on any channel.

8 integrated channels: voice, IVR, live chat, email, WhatsApp, SMS, social media and video
Unified customer timeline — full interaction history visible to agent on every channel
Real-time quality monitoring with call recording, screen capture and agent scorecards

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What we deliver

Omnichannel contact centre capabilities

Voice & IVR

Inbound and outbound voice operations with intelligent IVR routing, queue management, whisper coaching and call recording for all interactions.

Digital Channels

Live chat, email, WhatsApp Business API, SMS and social media (Facebook, Instagram, Twitter/X) — all managed from a single agent desktop interface.

CRM Integration

Deep CRM integration with a unified customer timeline — all channel interactions logged automatically to the customer record with full context transfer.

Analytics & Reporting

Real-time supervisor dashboards, SLA tracking, channel-level CSAT, first contact resolution rate, handle time and sentiment analysis across all channels.

Why businesses choose Outer Orbit for omnichannel operations

Running separate teams for each channel creates fragmented customer experiences. Customers who switch from chat to phone repeat their entire story. Our omnichannel model eliminates channel silos — every agent sees the complete customer history regardless of which channel the customer used previously.

Unified customer context

Full interaction history — every call, chat, email and social message — visible on the agent screen before they respond. No customer repeats their story twice.

Intelligent channel routing

Smart routing based on query type, customer tier, agent skill and channel availability — minimising wait times and matching complex queries to the right agents.

Real-time quality oversight

Live supervisor dashboards with agent monitoring, call recording, screen capture, whisper coaching and automated quality scoring across all channels.

Fast deployment — 4-6 weeks

Full omnichannel contact centre operational in 4-6 weeks — including channel setup, CRM integration, agent training and quality framework configuration.

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Common questions

Frequently asked questions

Voice (inbound and outbound), IVR self-service, live web chat, email, WhatsApp Business API, SMS, Facebook Messenger, Instagram Direct, Twitter/X and in-app chat. All channels feed the same unified customer timeline on the agent desktop, so context is carried across channel switches seamlessly.

4-6 weeks for a full omnichannel deployment — including channel configuration, CRM integration, agent training and quality framework setup. Voice-only operations can launch in 2-3 weeks. Additional channels can be added progressively after the initial launch without rebuilding the core setup.

Salesforce, Zoho CRM, HubSpot, Freshdesk, Zendesk, ServiceNow, Microsoft Dynamics and custom CRMs via REST API. All channel interactions are logged automatically to the customer record with full interaction detail, agent notes and resolution status.

Agents are trained on a unified desktop platform that manages all channels — so channel-switching training is minimal once the core platform is mastered. Channel-specific SOPs (tone guidelines for chat vs. voice, social media response protocols) are covered in the initial 2-week training programme before go-live.

Call recording and screen capture for voice, chat transcript review for digital channels, automated quality scoring using AI sentiment analysis, weekly QA audits with calibration sessions and real-time supervisor monitoring with whisper coaching and barge-in for live calls. Channel-level CSAT and NPS surveyed post-interaction.

Omnichannel Contact Center

One contact centre team. Eight channels. One view of every customer.