Omnichannel Contact Centre Setup

Customer conversations don't follow neat channels - they follow people. We build bespoke, open-source-first contact centres that keep every interaction connected, measurable, and under your control.

Whether you are consolidating fragmented tools or designing a platform built to scale, we will engineer an omnichannel setup that fits your workflows, protects customer data, and performs reliably when volumes spike.

What Is an Omnichannel Contact Centre?

An omnichannel contact centre is an operating model where customer conversations across voice, email, chat, and messaging are managed through a single platform and shared data layer. It consolidates routing, queues, reporting, and agent tools so teams can work from one place rather than across separate systems.

This approach maintains continuity as customers move between channels, by preserving conversation history and customer context across touchpoints. It also enables consistent operational controls such as prioritisation, verification checks, and service-level measurement regardless of where the interaction starts.

In practice, omnichannel supports scalable service delivery by standardising workflows and making performance easier to track and improve over time. It is typically underpinned by integrations with CRMs, helpdesks, and analytics to ensure each interaction is handled with the right context and governance.

Platforms & Technologies We Work With

Non-exhaustive - depends on requirements.

  • Telephony Core & SIP

    Asterisk, FreeSWITCH, Kamailio, OpenSIPS, drachtio, Yate

  • PBX Management & Provisioning

    FreePBX, FusionPBX

  • Digital Channels

    Matrix, Openfire, ejabberd, Rocket.Chat, Postfix, Dovecot

  • Integrations & Data Layer

    n8n, Apache Kafka, PostgreSQL, Redis

Where Multichannel Breaks Down

Many businesses are expected to deliver fast, consistent support across multiple channels, but their tooling and processes were not designed to work as one. Fragmented queues, inconsistent workflows, and partial reporting create delays, increase repeat contacts, and make it difficult to maintain predictable service levels as volumes grow.

We resolve this by engineering a unified operating layer across channels: shared customer context, consistent routing rules, and standardised workflows that match how your teams actually run. Using open-source communications technology where appropriate, we integrate with your CRM/helpdesk, automate the right operational steps, and provide measurable reporting so you stay in control of performance and change.

Fragmented Tooling

Teams jump between systems, slowing responses and increasing errors. We consolidate channels into a single agent workspace with integrated queues and consistent controls.

Context Gaps

Missing history forces customers to repeat information and slows resolution. We unify interaction timelines and customer data so every handover retains full context.

Uneven Service Standards

Each channel often develops its own processes and outcomes drift. We standardise workflows and routing logic so service levels are consistent across channels.

Administrative Overload

Manual tagging, logging, and follow-ups reduce time spent supporting customers. We automate repeatable steps and streamline post-interaction updates into your existing systems.

Omnichannel That Fits Your World

Omnichannel platforms deliver the most impact when aligned to real service pressures - volume spikes, compliance requirements, and customer expectations. We tailor routing, workflows, and integrations so your contact centre supports how your business actually operates.

Telecoms

Handle high-volume enquiries with consistent triage, fast routing, and reduced repeat contacts.

E-commerce

Improve order and returns support with unified customer history and proactive updates.

Healthcare

Enable secure, compliant communication for appointments, follow-ups, and patient coordination.

Logistics

Reduce delivery friction with faster issue resolution and clearer tracking communications.

Hospitality

Support bookings and guest requests with context-rich service across channels.

Education

Centralise student and staff enquiries with structured workflows and measurable performance.

The Capabilities That Move the Needle

Our omnichannel contact centre setups are designed to improve day-to-day service delivery while creating a platform you can scale and refine over time.

From Blueprint to Go-Live, Without the Guesswork

We don't deploy generic contact centre stacks. Each build is structured around your customer journeys, internal workflows, compliance needs, and the channels you support.

  • 1

    Current-State Review

    We review your current channels, tooling, call flows, queues, staffing model, and service KPIs. This identifies bottlenecks, data gaps, and opportunities for automation.

  • 2

    Target Design & Rollout Plan

    We design the target platform - channel integrations, routing logic, customer context model, reporting needs, and operational controls - then define a rollout plan that minimises disruption.

  • 3

    Build & Systems Integration

    We implement the platform using selected open-source components and integrate with CRM/helpdesk systems. We validate routing, reporting, and continuity through real scenarios before go-live.

  • 4

    Handover & Support Pathways

    Your teams receive documentation, operational runbooks, and training. Ongoing optimisation and support can be provided through SLA-backed support or dedicated support hours, depending on what you need post-launch.

Why Choose OnyxSis?

Open-Source First, Client-Controlled

We are an open-source communications specialist that builds with transparency so you understand what you own and how it works. Our team takes on complex delivery work directly, so you are not passed between vendors, resellers, or generic implementation partners.

Bespoke Delivery, Personal by Design

We treat every engagement as a tailored build, shaped around your business rather than a product checklist. You work with people who stay close to outcomes, communicate clearly, and take pride in going beyond expectations.

Evidence That Stands Up in Production

For a leading UK telecoms provider, we delivered the Contact Centre Operations Hub to unify contact handling, customer context, and operational visibility in one platform. The solution delivered a 42% increase in first-call resolution and an 11% uplift in NPS over 12 months.

We introduced real-time customer context, automated caller verification, live performance dashboards, and streamlined reporting to reduce friction for agents and managers. Those changes translated into faster handling, clearer decision-making, and more consistent outcomes at scale.

Support That Keeps Pace With Change

After go-live, we deliver a structured handover, clear documentation, and practical guidance so your team runs confidently - and we stay available as needs change.

For predictable coverage, we offer SLA-Based Technical Support with defined incidents, response times, and escalation paths, plus Dedicated Support Hours for integrations, improvements, and tuning.

If you're ready to replace channel silos with one operational view, we'll plan a rollout that fits your teams and systems - book a consultation and we'll map the fastest path to measurable service gains.

Talk to Our Team

Frequently Asked Questions

Still have questions? Contact us - our team is here to help.

Build a Contact Centre That Scales Cleanly

Tailored routing, integrations, and automation - built around your journeys and governance - so performance holds steady through peaks and change.

Design a Scalable Setup