AI OMNICHANNEL CONTACT CENTER

Voice. Chat. Social.
One queue.

Skills-based routing across every channel with shared memory and real-time AI.

Start Trial Pricing
10+ ChannelsShared MemoryAI Routing99.999% Uptime
Unified Queue4 active
+5
INCOMING CONVERSATIONS
Maya T.
About my invoice #4821
BILLING
A2
Jordan K.
Is my delivery delayed?
SHIPPING
A4
Rachel W.
Update my shipping address
ACCOUNT
A1
@nova.store
Are you open on Saturday?
HOURS
A3
AGENTS
SL
Sara L.
Available
MD
Mark D.
In call
PM
Priya M.
Available
JT
James T.
Available
AR
Aida R.
In call
AI ROUTING
· Skills-based
· Intent-aware
· real-time
0:22
Avg wait
10+
Channels
98%
AI match
✓ Met
SLA
· Every channel routed the same way ·

Skills-based routing. Every channel. Every time.

Voice
SMS
MMS
Web Chat
WhatsApp
Facebook
Instagram
Telegram
Skill router
Language
EN · ES · DE
Tier
Tier 1 / Tier 2
Product
Voice · Video · SMS
Brand
Brand A · Brand B
SSara · EN · Tier 2 · Brand A
MMiguel · ES · Tier 1 · Brand A
JJordan · EN · Tier 1 · Brand B
Virtual hold with position-in-line and automatic callback.
· AI on every conversation ·

Four stages. Zero agent effort.

01
Real-time sentiment
02
Live transcript
Spoken + typed on every channel. See conversation intelligence.
03
AI summary
TL;DR ready as the call ends. Powered by AI Agent Assist.
04
CRM auto-log
Auto-logged to your CRM.
· One agent, multiple channels ·

No chaos. One screen. Same shortcuts.

Concurrency rules per skill. Default pairing is one voice plus three messaging. A customer who starts on WhatsApp and ends on voice keeps one thread. Read the full omnichannel guide for strategy best practices.

1 + 3
voice + chat
1 thread
any channel hop
Same desktop
every tab
Shared memory
every channel
Elena · WA
Visitor · Chat
Ryan · SMS
Nora · Voice
Hi — still waiting on the shipping update from Tuesday.
I see the order. Let me pull tracking now.
Thanks. Is the ETA still Friday?
Yes — out for delivery by 2pm. I'll SMS tracking too.
Shared memory attached · 3 past interactions · CRM contact linked
· Supervisor tools built in ·

Six tools. Every channel. Every live call.

C
01

Call barging

Jump into any live call when needed. Part of our contact center suite.

Live on all channels
W
02

Whisper coaching

Talk to the agent, customer hears nothing. Compare all features on the compare page.

Inaudible to customer
S
03

Silent monitoring

Observe any voice or chat live. Part of our customer engagement suite.

Zero-footprint
A
04

AI-ranked top 10

The calls that need you — first.

AI-driven priority
A
05

Audit logs

Every monitoring event, SIEM exportable.

SIEM-ready stream
M
06

Multi-site

Regions fail over in under 2 seconds.

Automatic failover

Customer Voices

One queue. Every channel. Customers stay.

CX leaders on AI sentiment, shared memory, and virtual hold.

AI
Routes Sentiment

"AI sentiment catches upset callers before they escalate, and senior agents pick those up automatically. We stopped losing accounts in the middle of support tickets."

T
Tomas Volkov
Contact Center Manager · Aethon Industries
FAQ

How omnichannel works at Softtop.

Concurrency, memory, WhatsApp, intent routing and spikes.

Yes. Default is one voice plus three concurrent messaging. Configurable per skill and per queue.
Yes. Shared memory attaches every past interaction to the contact record across every channel and every queue.
Yes. Full WhatsApp Business API. Meta conversation fees pass through at cost with no markup.
Yes. AI intent detection skips the menu tree when callers describe what they need in plain language.
Virtual hold with callback protects your SLA. Queues overflow to backup teams or the AI Receptionist by rule.

Run one queue across every channel — this week.

14-day free trial. No credit card required.