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OmniChannel Case Router: Advanced Case & Lead Routing - Chat, Call, SMS, email

By Ortoo

The OmniChannel Routing Upgrade - Cases, Leads, Chats, Calls, SMS & more

No Ratings
Paid  

Discounts available for nonprofits

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Industries
Horizontal Product
Financial Services
High Tech
Business Need
Productivity
Customer Service
Agent Productivity
Requires
Sales Cloud
Service Cloud
Platform Cloud
Compatible With
Service Cloud
Revenue Cloud
Financial Services Cloud

Advanced OmniChannel case routing / assignment. Advanced chat, call, SMS and routing. Enhances Omni-Channel contact center, call center & customer service operations. CTI integration for Amazon Connect, Service Cloud Voice, and more.

Highlights

ADVANCED OMNI-CHANNEL ROUTING AND ASSIGNMENT: Utilizes Q-assign's sophisticated routing algorithm to manage and assign customer interactions across various channels.

DYNAMIC CALL, CHAT & SMS ROUTING: Real-time call distribution based on agent skills, availability, experience, language and other factors. Plus auto-prioritization

SEAMLESS OMNICHANNEL INTEGRATION: Handles omni-channel interactions across phone, chat, email, SMS and social media for a unified experience.

CODE-FREE ASSIGNMENT RULES: Deploy advanced, yet simplified, assignment rules which can be managed and updated by managers and admins, reducing the dependence on IT.

REAL-TIME CALL, CHAT, SMS HANDLING: Omnichannel Case Router seamlessly integrates with Salesforce chat conversations and Amazon Connect and Salesforce Service Cloud Voice for efficient call management.

DYNAMIC REASSIGNMENT: Automatically reallocates neglected cases or tasks to available agents.

MULTI-LINGUAL SUPPORT: Ideal for multilingual call centers and diverse customer bases

CENTRALIZED RULE MANAGEMENT: Empowers managers to configure and manage routing rules via a user-friendly interface, without needing Salesforce Administrators or IT support

ENHANCED CUSTOMER EXPERIENCE: Connects callers swiftly to the right agents, improving satisfaction

Provider Details

Ortoo
London, UK
Social Impact
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Founded
2010
Website
Email
Phone
+44 (0)203 1111 323

Ortoo builds Ortoo Orchestrator, a Salesforce-native workflow orchestration system that gives organizations control over how operational work is executed. Workflows are handled by specialized agents, each designed for a specific task such as classification, triage, routing, enrichment, or resolution. AI is used where interpretation helps, while deterministic logic controls decisions and actions. Operations teams configure workflows without code, while IT maintains governance and control. Ortoo Orchestrator coordinates work across Salesforce, AI agents, AppExchange apps, and external systems, helping organizations deliver predictable execution, governed AI, and measurable operational outcomes. Built on more than 15 years of experience solving complex Salesforce routing, capacity, SLA, and workflow challenges, Ortoo helps organizations scale operational workflows.

Pricing Details

You must pay to use this solution. Discounts are available for nonprofits.

For details of our full pricing, including Enterprise pricing and volume price breaks, please email: sales@ortooapps.com

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