Project Overview

OmniConnect has been developed to eliminate the need for businesses to switch constantly between multiple messaging applications. Instead, all communication channels are consolidated into a single, intuitive workspace. Messages are synchronised in real time, conversation histories are stored centrally, and customer profiles are enriched automatically.

With integrated AI capabilities, the platform can assist with rapid responses, summarise conversations, analyse sentiment and classify customer intent. OmniConnect is ideal for medium to large enterprises, call centres, sales teams and organisations that rely on multi‑channel communication.

Project Objectives

• Unify all communication channels within one platform
• Enhance customer service efficiency
• Reduce response times
• Centralise conversation history
• Synchronise data in real time
• Provide AI‑powered communication support
• Improve productivity across customer‑facing teams

Cross‑Platform Integration

OmniConnect supports seamless connection and data synchronisation with:

• Base.vn
• Facebook Messenger
• Zalo Official Account
• Telegram
• WhatsApp Business
• Gmail
• Outlook
• Website Live Chat
• Slack
• Microsoft Teams
• Discord
• Internal CRM systems
• Third‑party APIs

Conversation Management

• Real‑time message synchronisation
• Unified conversation view
• Platform‑based sorting
• Conversation labelling
• Priority marking
• Pinning important threads
• Fast search and advanced filtering
• Attachment management
• Support for images, videos, documents and voice notes
• Emoji reactions
• Message recall
• Conversation forwarding

Customer Management

• Centralised customer profiles
• Complete interaction history
• Contact information management
• Internal notes
• Care history tracking
• CRM engagement
• Customer segmentation
• Status monitoring

AI Assistant Capabilities

• AI‑generated replies
• Suggested response content
• Automated conversation summaries
• Multilingual translation
• Sentiment analysis
• Intent recognition
• Context‑aware responses
• Information retrieval
• Automatic conversation classification
• 24/7 customer support

Team & Personnel Management

• User permissions and access control
• Conversation assignment
• Conversation transfer
• Employee performance monitoring
• Customer care team management
• Department‑level oversight
• Activity logs
• Response time tracking

Dashboard & Reporting

• Total conversation volume
• Channel‑specific conversation metrics
• Response rate
• Average response time
• Individual employee performance
• Departmental reports
• Customer‑based reports
• AI usage statistics
• CSAT (Customer Satisfaction) insights
• Real‑time dashboards

Real‑Time Notifications

• Push notifications
• Desktop alerts
• Mobile notifications
• Email alerts
• Notification sounds
• New conversation alerts
• Transfer notifications
• AI activity notifications

System Administration

• Workspace configuration
• User and group management
• Integration management
• API and webhook control
• Token management
• System logs
• Security settings
• Data backup

Value Proposition

For Businesses

• Manage all customer messages from one platform
• Reduce response times and improve service quality
• Lower operational costs
• Enhance cross‑department collaboration
• Scale easily with new integrations

For Employees

• No need to switch between multiple apps
• Access complete conversation history instantly
• Work faster with AI assistance
• Centralised customer information
• Improved workflow efficiency