One Team, Every Channel, No Dropped Conversations | Open Mind Services Limited
OMNICHANNEL
One Team, Every Channel, No Dropped Conversations
Customers don't think in channels. They call, then email, then WhatsApp, expecting you to already know. Open Mind's Hub keeps every conversation in one place, with agents picking up where the last channel left off.
TRUSTED BY
ApolloCloudNineJafron
Omnichannel Support Hub
GLOBAL NETWORK · 3D
Drag to spin · globe revolves live
WHAT'S INCLUDED6 core capabilities · tap View more to expand
Inbound and outbound call handling by trained agents
Trained agents answer every call with the customer's full history already on screen, so no one has to repeat themselves.
Call recording and live transcription on every conversation
IVR routing, callback queues, and peak hour staffing
Calls, emails, and chats all land in the same ticket
Email and live chat support in one unified queue
One unified inbox for email and live chat, so no message ever sits in a separate tool.
Every reply sent from a single screen with full thread history
Auto tagging, priority rules, and shared team visibility
Response times tracked against your own SLAs
Seamless escalation between AI and human agents
AI resolves routine requests instantly and hands off the moment a human touch is needed.
Bots answer FAQs, order status, and form questions 24/7
Complex or sensitive cases lift to an agent with the full transcript
No repetition and no lost context in the handoff
Real-time ticket tracking and resolution history
Every interaction becomes a tracked ticket with status, priority, and history your team can follow end to end.
Real time status and SLA counters on every ticket
Full resolution history attached to each customer record
Escalation paths and reporting dashboards included
24/7 coverage across multiple channels
Around the clock staffing across time zones, with shifts tuned to your busiest hours.
24/7 coverage every day of the year
Shift planning matched to your peak traffic windows
Overflow routing so no call ever rings out
Multilingual support teams
Customers who don't speak English get the same fast, human response as everyone else.
Multilingual agents and AI for transcripts and replies
Native level handling in Hindi and a growing list of languages
Consistent tone and quality across every market
IMPACT • 3 VISUALS
FCR+33%
0%
FIRST CONTACT
vs 42% siloed
Issues resolved on the very first contact. With a unified view across channels, agents now close 75% of queries immediately, up from 42% when teams worked in silos. Fewer repeat contacts mean lower cost and happier customers.
SPEED↓0% faster
Before
After
How fast customers get a response and a resolution. With one shared queue and full thread context, agents pick up faster and average handling time drops by 58%.
CSAT • 6M+18%
JanJul
Customer satisfaction over six months. Consistent handling across every channel and quicker resolution pushed CSAT up by 18 points from January to July.
IN PRACTICEreal flows
Hospital01
Call
WhatsApp
Patient calls hospital helpline, then follows up on WhatsApp with the same case history visible both ways.
A patient dials the helpline and gets a ticket instantly. Minutes later they send a photo of their prescription over WhatsApp, and the agent already sees the same case, the same thread, and the same history. No repeating themselves, no repeat diagnosis questions.
Retail02
Email
Chat
An online shopper chats about a delayed order after emailing support twice.
An order is delayed. The customer emails twice, then shows up in live chat. The agent sees both emails and the chat session on one timeline and resolves the refund in a single conversation, with no repeated proof and no waiting.
Social03
Social
Ticket
A complaint shared on social media automatically becomes a tracked support ticket.
A complaint posted on social media is picked up automatically, filed as a tracked ticket, and resolved by a human agent with the full thread attached. Reporting shows the exact time taken from post to fix.
FAQ
Phone, email, live chat, and social, all routed into a single view for agents, so nothing falls through the cracks between channels.
Yes. The Support Hub is designed to sync with common CRM platforms. See Intelligent Automation for how that integration works.
Both models are available depending on your call volume and requirements.
Typical onboarding takes 2 to 4 weeks depending on the complexity of your processes, tools, and training requirements.
We offer 24/7 coverage across all channels. Shift scheduling is customised to match your peak hours and customer time zones.