Omni-Channel Contact Centre

All of your communications channels in one place.


Easily manage and respond to all of your communications in one easy to use dashboard.


Phone Calls, Emails, Web Chats, SMS, WhatsApp, Social Media and more.

Omni-Channel Contact Centre - The Business Broadband from One2Call - A.J.

Omni-Channel Contact Centre – All your Business Communications in One Place

What is the definition of a contact centre? Many would think that a Contact Centre is a room full of people on phones. However, in reality a contact centre can be any person or persons in a business who are making or receiving large amounts of communications. These communications are also not restricted to just phone calls, these could be Phone Calls, Emails, Web Chats, SMS/WhatsApp, Social Media and much more besides. 

In a world which is, now more than ever, consumed by technology in many different forms, users demand for a seamless experience across all communications channels. But how can your teams keep up with all of these different communications platforms without having 6 monitors with each one signed into a different service to monitor at all times?

Some would think that the easiest way to do this is to limit the communications your business offers. However, as technology continues to evolve, your customers/clients demand for using these evolving channels also increases. As such, it becomes less about how you would like to be contacted, and more about how people want to contact you. But how can your communications team keep up with all of these platforms and prioritise their communications queues?  

This is where the Omni-Channel Contact Centre Platform comes in. Essentially, the Omni-Channel Contact Centre combines all of your communications channels into one easy to use dashboard for inbound and outbound communication.

What communications channels are supported?

When looking at what communications you can integrate into your omni-channel, the system is compatible with majority of communication forms including: 

    • Phone Calls 
    • Emails 
    • Web Chats 
    • SMS/WhatsApp 
    • Social Media (Coming Soon)
    • And much more.

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What are the benefits of using Omni-Channel Contact Centre?

Benefits of Omni-Channel Contact Centre

Good for any sized Business

Regardless of the size of your business or communications team, it could be one person or a large team, Omni-Channel Contact Centre gives your communications personnel the ability to easily manage all communications queues through it’s easy to use dashboards.

Easy Communication Management

Omni-Channel Contact Centre allows you to access all of your different communication channels across all of your different platforms in one, easy to use dashboard. Ensuring that none of your businesses communications are left neglected means that, no matter how a customer/client contacts you, they all receive the same level of service.

Access from Anywhere

As the Omni-Channel Contact Centre is web based, it requires no software installation for your users. Meaning that it can be accessed from anywhere, at home or at the office, allowing your users to effectively work from anywhere without loosing the ability to stay connected with your customers/clients.

Queue and Prioritise Communications

Omni-Channel Contact Centre unifies all of your communications sources in one easy to use dashboard platform including; Phone, Email, Web Chat, SMS, WhatsApp, Social Media and much more. This means that you can queue, organise and prioritise communications to be responded to in a timely manner across all of your communications platforms.

Accessible to all Customers/Clients

Having the ability to communicate with your customers/clients through a variety of communications channels from a single dashboard allows your business to become more accessible. For example, if a customer were to contact your business via your website’s web chat service or social media messaging, they would be given the same level of service as someone phoning your business.

How do Omni-Channel Integrations work?

Business Phone


A primary form of communication is the use of a phone to make calls. The Omni-Channel Contact Centre gives higher flexibility and capacity for call queues over tradition SIP based phone systems. In addition to this you also have the ability to control outbound calls, possibly to schedule calls for a specific time or when inbound calls are low in order to updates or follow up with customers/clients.   

Business Email


When emails are directed to a business as a whole instead of individuals through addresses like info@, customerservice@, booking@ or other variation, it can often add confusion into who needs to respond leading to communications being missed and ignored. With an Omni-Channel platform you are able to intelligently route these contacts into specific queues for available agents to save any confusion on who has to respond to said emails. 

Business SMS & WhatsApp


SMS, WhatsApp and similar platforms are forever growing in popularity as a method to contact businesses. However, since it is a new form of communication channel the challenge is integrateing it into your business’ current platforms. The Omni-Channel Contact Centre allows you to integrate this seamlessly into all your other communication platforms like email and phone. 

Social Media

Social Media

Social media has become one the biggest growing platforms for customer to business interaction based on any form of social media platform presence such as Facebook, Twitter, Instagram, LinkedIn and others. The Omni-Channel Platform can integrate all of a business’ social media platforms and bring them into a singular communication system alongside their other communication channels. This allows all types of customer interactions to be recognised and interacted back with.  

Website - Web Chat Service

Web Chat

Often businesses have a web chat option at the bottom of the screen on their websites/webpages much like One2Call at the bottom right out your screen. Sometime this option can be hard to create and maintain. That’s why with Omni-Channel Platforms takes it one step further by also being able to provide Conversational AI (Artificial Intelligence) which can chat with customers/clients on your behalf and seamlessly hand over the chat to a human contact centre agent once it can go no further on its own and had gathered enough data for the contact centre agent to take over.   

How does Omni-Channel Intelligent Routing work?

Omni-channel routing looks at the availability of people within a business when a customer tries to get in touch and routes communications based on that. Whenever a new communication request comes in, the technology will route in whatever you want it to, designed either to use Availability Led Routing or Skill/Knowledge Led Routing, both functioning in different ways. 

Availability Led Routing

Availability Led Routing can integrate all your communications into one or more queues depending on contact centre agent availability. If all agents are busy, a queue will be generated and once a user becomes available the next communication in the queue from any platform will be routed to them. 

Skill/Knowledge Led Routing

Skill Led Routing organises calls depending on the needs of the customer/client who is connecting you, or based on the skills and knowledge of the contact centre agent. Ensuring that when a customer/client reaches an agent that they will be the best person to deal with the contact request.

Do you want to find out more or get a quote?

We Compare Providers from our list of Partners to get the Best Service at the Best Price.

We have a range of partnerships with the World’s leading providers to supply you with the most effective services when it comes to broadband, telecoms, mobile, and much more. Different brands offer different benefits which One2Call can tailor to your business so you can focus on what matters.

Practice Safe Internet & Stay Secure with your Business Broadband

When it comes to the internet, security is a big thing, especially for business who hold private/personal information which needs protecting/securing.  

One2Call offer managed services that cover your security with bolt-ons available including:  

And more to help keep your business and its data secure. We always recommend adding this coverage to your packages as the risks of cyber threat is far too great to get you and your business covered. 

When it comes to business broadband is the backbone, supplying the WiFi/Wireless connection that you and your employee need every day.  

Frequently Asked Questions

Do I get WiFi Included?

WiFi and Broadband are two separate things. Broadband is your connection delivered via fibre or copper cables to your business. Whereas Wi-Fi is technology that allows you to connect your wireless devices to the internet.  

When your broadband is connected to your property a Router will allow the data to be used to connect devices to the internet. Some Routers (especially consumer Routers) will allow you to connect to the internet over Wi-Fi built in to the routers. However, in many cases, this built in WiFi may not be have a suitable range, capacity or speed to be suitable to most businesses. In this case most businesses will have separate wireless infrastructure to allow for a wide range of devices to connect to the internet over a large business footprint.  

At One2Call we can also work with your business to asses your Wireless/Networking requirements, and we can recommend (and even install, manage and maintain) a solution to suit your business needs. 

Is Security included with my Business Broadband?

When it comes to your cyber security, One2Call offer a range of services to keep you covered from all angles. These can all be added onto your plan as extras when we build your tailor-made service.  

How reliable is my Business Broadband?

The reliability of your Business Broadband is dependent on a magnitude of factors. However, building an ultrareliable, ultrafast Business Broadband is most achievable with Full Fibre Broadband (FTTP) and Leased Lines, as its transmitting technologies allow signal to be passed directly to your business.  

If you do have any issues, our broadband services come with industry leading SLA (Service Level Agreement) fix times to ensure that you can get your business back up and running as quickly as possible, and as we are carrier independent, we can also provide backup lines on separate connections or emergency connectivity options to vastly reduce your risk of any potential downtime. 

What is Broadband Bandwidth?

Bandwidth is best defined as the maximum data transfer rate referring to the maximum amount of data transfer per second not the speed of data transfer.   

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