Cloud Contact Center Platform
Centralize every customer interaction across WhatsApp, Email, Facebook, and Instagram into one powerful, AI-enhanced workspace.
One Inbox. All Channels. Zero Chaos.
Stop juggling multiple tabs and missing critical customer messages. OreFlow aggregates every conversation from WhatsApp Business API, Facebook Messenger, Instagram, Telegram, Email, and Website Live Chat into a single, unified interface.
Your agents get a 360-degree view of the customer journey. Whether a client starts a chat on Instagram and follows up via Email, the entire conversation history is preserved in one thread. This context empowers your team to provide personalized, efficient support instantly.
We handle the complexity of multi-channel connections so you don’t have to. With 99.9% uptime and enterprise-grade reliability, your communication lines are always open, ensuring you never miss a sales opportunity or a support ticket again.
Empower Your Agents with Seamless Collaboration
Transform your support team into a synchronized unit. OreFlow’s Cloud Contact Center is built for collaboration, featuring role-based access control that ensures the right team members handle the right queries. Managers can monitor performance, while agents can focus on resolving issues.
Utilize our smart routing and assignment rules to automatically direct incoming messages to specific departments—send billing queries to Finance and technical issues to Support. If a query is too complex, agents can tag team members or leave internal private notes within the chat to resolve issues faster without the customer ever seeing the internal discussion.
Scale your operations effortlessly. Whether you have 5 agents or 500, our cloud infrastructure adapts to your volume, ensuring that your team remains organized and efficient even during peak traffic hours.
24/7 Efficiency with AI-Powered Agents
Reduce support costs and response times immediately. Integrate intelligent chatbots powered by OpenAI, Gemini, and Claude directly into your contact center. These aren’t just simple auto-responders; they are context-aware agents capable of handling complex FAQs, booking appointments, and qualifying leads around the clock.
Our Visual Flow Builder allows you to design sophisticated automation workflows without writing a single line of code. Drag and drop nodes to create efficient customer journeys that handle the heavy lifting. When a query requires human empathy, the AI creates a seamless “Agent Handoff,” transferring the chat and full context to a live representative.
From automated ticket resolution to instant translation for global customers, OreFlow brings the power of Generative AI to your fingertips, ensuring your contact center creates value even when your team is asleep.
Cloud Contact Center Use Cases
1. Unified Customer Support Consolidate support tickets from everywhere. Stop forcing customers to use just one channel. Let them message you on WhatsApp, Instagram, or Email, and manage it all from one dashboard. Improve response times by eliminating the need for agents to switch between apps.
2. Intelligent Lead Routing Get the right lead to the right salesperson instantly. Automatically analyze incoming inquiries. If a customer asks about “Enterprise Pricing,” our system tags them as “High Priority” and instantly routes the chat to your senior sales team for immediate closing.
3. Automated Triage & Qualification Filter noise and focus on value. Use AI bots to handle the initial “Level 1” support. The bot collects customer details, order numbers, and issue descriptions before a human agent ever picks up, saving hours of manual data entry.
4. Rich Media Communication Share documents and visuals securely. Support isn’t just text. Send and receive invoices (PDFs), instructional videos, voice notes, and location pins directly within the chat to resolve complex technical issues faster than phone calls.
5. Peak Traffic Scaling Handle Black Friday or seasonal spikes with ease. Our cloud infrastructure is elastic. When message volume triples during a campaign, your Contact Center doesn’t crash. Use automated queues and bot-deflection to manage high volumes without hiring temporary staff.
6. CSAT & Feedback Loops Measure satisfaction immediately. Trigger an automated CSAT (Customer Satisfaction) survey the moment a ticket is resolved. Collect ratings and feedback directly within WhatsApp or Messenger to monitor agent performance and improve service quality.
7. Secure Agent Handoff The perfect blend of Bot and Human. Maintain a smooth customer experience. When a user requests a human, the bot steps aside silently, and the live agent takes over the exact same thread with full visibility of the previous bot interaction.
8. Global Language Support Break down language barriers. Use our built-in AI translation tools to allow an agent speaking English to support a customer chatting in Spanish or Mandarin in real-time, expanding your market reach without hiring native speakers for every region.
