Contact center software with omnichannel customer handling on one console
Nortinia contact center software brings phone, chat, email, SMS and WhatsApp Business into one agent console — together with ticketing, queues and an IVR builder. Agents switch channels mid-conversation while the customer’s history follows them, and management runs on an agent-level KPI dashboard, a campaign module and live volume data. It scales for BPOs, e-commerce support and in-house customer service alike.
What it does
How people use it
BPO contact center
A BPO operates 8 customer campaigns in parallel, with separate KPIs, SLAs and billing per client. Nortinia’s multi-tenant model lets each client see only their segment while agents work from one console — they don’t need to switch systems when the campaign changes.
In-house customer service
A 30-50 person in-house team handles 50,000 weekly interactions across phone, chat and email. Nortinia prioritises by SLA, smooths peaks with scheduled callbacks, and surfaces team-level status on the agent KPI dashboard.
E-commerce support
A webshop support team works on delivery, exchange and return cases via WhatsApp, chat and phone. Nortinia surfaces order data live to the agent (CRM integration) so no extra tab is needed — the customer gets an answer within a single message exchange.
SaaS support
SaaS subscribers get ticket-based support with L1-L2-L3 escalation under response-time SLAs. Nortinia routes to the right level, attaches technical artefacts for the engineering team and generates a weekly SLA-compliance report for leadership.
Frequently asked
What is the minimum agent count?
Nortinia contact center software scales from 3 agents upward with no upper limit (largest production deployment is ~800 agents). For smaller teams pricing is per-agent monthly, so there is no shelf-warming capacity licence.
Does it include campaign management?
Yes. The outbound campaign module supports CSV / Excel list import, outcome-code templates, predictive and progressive dialing, scheduling and campaign-level volume reports. Collections, sales and surveys all share this module.
Is there a KPI dashboard?
Yes. The management dashboard breaks AHT, FCR, NPS and occupancy down at agent, team and campaign level in real time. Custom KPIs (e.g. "NPS on Hungarian segment") can be built as drag-and-drop widgets and exported to Excel / PDF / Google Sheets.
Does it support WhatsApp Business?
Yes. The WhatsApp Business API is integrated as an official channel, so conversations run from the company’s registered account. Nortinia helps register your Business number too, ahead of the first campaign.
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