What channels does 626 Omnichannel support?

Voice, SMS, email, live chat, WhatsApp, social messaging, automated callbacks and video - all managed from one unified interface with full cross-channel history.

Can agents handle multiple channels simultaneously?

Yes. Agents access all active conversations in a single inbox. Supervisors can configure channel load limits per agent to balance throughput and quality.

How does smart routing work?

Routing uses skill profiles, channel type, customer segment and custom business rules to match each interaction to the best available agent in real time. Fallback logic handles overflow automatically.

Does it integrate with our CRM?

626CRM, our own hosted CRM, is included on Growth and Enterprise. 626Dialler can also integrate with your existing CRM, such as Salesforce, HubSpot or Microsoft Dynamics, and write call outcomes back after each interaction. A REST API connects to any other system.

How quickly can we deploy omnichannel?

Once onboarding is complete, we aim to have you live within 48 hours. Number porting, CRM integration and compliance checks are part of onboarding, and we run test calls with you before any live traffic.

Is the platform compliant with UK regulations?

Alveus holds ISO 27001. You set the calling rules, audit trails and abandon-rate target for each campaign. PCI-DSS payment processing is available across all channels.

Feature · Omnichannel

Every Channel.
One
Conversation.

Connect voice, digital messaging and data in one unified platform. Customers feel heard. Agents feel empowered. Nothing falls through the gaps.

Book a Demo See It in Action

One inbox

Voice and digital

Full history

Across channels

Your rules

Routing you configure

Channel Handover

The conversation continues.
The context never breaks.

When a customer moves from voice to SMS to email, every agent sees the full story - automatically. No "can you explain again?" moments. Ever.

VOICE

John D.Account #84920

Agent:Sarah K.

Hi John, I can see your renewal is due next week. Let me walk you through your options.

Great - what are the pricing changes this year?

Your current plan is £120/month. I'll send a full breakdown to you now.

Platform Consolidation

Can we really replace
fragmented tools?

Most contact centres run 5–8 separate tools for different channels. 626 replaces them all with one unified platform - one login, one report, one team.

All channels under one agent login

Single reporting view across every touchpoint

Unified customer history regardless of channel

One compliance & recording framework

See full platform →

5 disconnected tools

Phone System

Email Client

SMS Tool

Chat Widget

Spreadsheets

Siloed data · Multiple logins · Inconsistent reporting

Platform

Everything your team
actually needs.

Unified Inbox

Every channel, one view

Agents see all active conversations - voice, SMS, email, chat - in a single interface. No tab-switching. No missed messages.

VOICEJohn D.04:23 connected

SMSAmanda C.Reply: YES

EMAILBen H.Case #2847

Smart Routing

Right agent, every time

Skill-based, geographic and channel-priority routing - set once, runs automatically.

Spanish speaker→ Carlos M.

Technical issue→ Priya K.

Billing query→ Sarah J.

AI Assist

Smarter agents, instantly

On Enterprise, real-time suggested replies, sentiment cues and next-best-action prompts for the conversations you choose.

AI Suggestion

"Based on John's usage, the Pro plan is the best fit. Offer 10% renewal discount?"

Cross-Channel Analytics

30+ reports, zero blind spots

Real-time dashboards covering FCR, CSAT and AHT across every single channel in one view.

JanFebMarAprMayJunJulAugSepOctNovDec

Automation

No-code workflows

Rule-based workflows trigger SMS follow-ups, escalations and callbacks without agent input.

Trigger→Action→Done

Secure Payments

PCI-DSS across channels

Collect payments over voice, SMS or chat. No sensitive data ever touches your servers.

PCI DSSISO 27001UK GDPR controls

CRM Sync

Push to any CRM

626Dialler can integrate with your existing CRM, such as Salesforce, HubSpot and Microsoft Dynamics.

+ more

Interface

Simple to use.
Powerful when you need it.

Agent View

Agents see every channel in one unified inbox. No tab-switching. No missed messages. Full conversation history at a glance.

Unified inbox across all channels

Full customer history in one panel

AI-suggested next best action

Sarah K. - Available

VOICEJohn D.Connected 03:22

SMSAmanda C.Reply received · YES

CHATBen H.Typing…

The workspace

What the desktop
brings together.

One workspace for voice and digital.

One inbox

Every channel

Voice, SMS, email, chat and WhatsApp in a single agent workspace.

Full history

Conversation context

Agents see the thread across channels, not a fresh start each time.

Your rules

Routing you configure

Match each interaction by skill, channel, segment and the rules you set.

Integrations

Connects to your existing stack.

626CRM, our own hosted CRM, is included on Growth and Enterprise. 626Dialler can also integrate with systems you already use.

See all integrations

626Platform

CRM

Telephony

Support

Webhook

CRM

Telephony

Support

Webhook

REST API & Webhooks

Connect any system. Fully documented, zero lock-in.

FAQs

Common questions,
straight answers.

Still have questions? Talk to us

626

Ready when you are

One platform.
Every conversation.

Stop running disconnected tools. Give your team one unified platform to handle every customer interaction - from first contact to resolved.

Get Started Today View Pricing

No setup fees · Live within 48 hours of onboarding being complete · UK-based support

Every Channel.OneConversation.

The conversation continues.The context never breaks.

Can we really replacefragmented tools?

Everything your teamactually needs.