Omnichannel customer service in one agent console — phone, chat, email, SMS, WhatsApp
Nortinia omnichannel customer service runs every channel in one agent canvas: the customer starts on chat, continues by phone and closes on WhatsApp — the agent sees the whole thread inside one conversation. Channel selection is auto-optimised (by customer availability and preference), traffic data is measurable per channel and per combination, and data from 3 sources (phone, email, chat) is unified inside the CRM.
What it does
How people use it
High-volume e-commerce
A webshop handles 8,000 daily interactions in season, and 35% of customers switch channels mid-conversation (start on chat, continue on WhatsApp). Nortinia treats this as one conversation, agents work from a single window and AHT dropped by 30% after rollout.
Multi-brand portfolio
A multi-brand group has 4 brands with separate customer-service numbers, domains and branding. Nortinia distributes traffic across one agent pool with per-brand tone of voice — agents see which brand the customer comes from and use the right register.
Financial service
A bank serves identified customers on both chat and phone with KYC compliance. Omnichannel customer service supports voice and written authentication and does not re-authenticate the customer on channel switch.
SaaS B2B support
A SaaS B2B team contacts each customer through 3-5 stakeholders across different channels and times. Omnichannel customer service shows a customer-level timeline of every interaction so any agent can pick up the thread — with account-level unified history.
Frequently asked
Which channel integrations are available out of the box?
Out-of-the-box: phone (SIP / WebRTC), email (IMAP / SMTP / Microsoft Graph / Gmail API), live chat (own widget), SMS (Twilio, Vonage, Telekom), WhatsApp Business API, Messenger, Viber. Custom channels via REST API + webhook take 3-5 days of integration work.
How does it unify data across channels?
Customer identification is unified: Nortinia links conversations into one customer record by email, phone number and WhatsApp ID. Continuous sync to your CRM (Netorigo, Salesforce, HubSpot, MS Dynamics) keeps the contact’s history in one place.
How big is the agent productivity boost?
In the first 90 days after rollout, reference customers see Average Handle Time (AHT) drop 25-35% because agents no longer juggle multiple windows. First Contact Resolution (FCR) typically rises 8-12% — fewer callbacks, fewer ticket reopens.
How does pricing work?
Per-agent monthly subscription plus a channel bundle (phone and WhatsApp metered separately). Onboarding and CRM integration are one-off fees, and the quote depends on planned agent count, channels and integrations — Nortinia returns the concrete scope within 5 business days.
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