Omnichannel contact center outsourcing means hiring an external partner to manage all your customer communication channels — voice, email, live chat, social media, WhatsApp, SMS, and in-app messaging — as a unified, seamless experience. Unlike multichannel (where channels operate in silos), **omnichannel ensures that a customer who starts on chat, moves to email, and calls back later gets consistent, context-aware service** without repeating themselves.
[Call IT Dev](https://www.callitdev.com/en/services/bpo) delivers **true omnichannel contact center services** from our Casablanca hub with 500+ agents, 29 languages, and deep integration with leading CRM and helpdesk platforms.
The data is unequivocal:
**Voice (Inbound & Outbound):** IVR-routed calls with intelligent queue management, call recording, and real-time monitoring. Average speed of answer: <20 seconds.
**Live Chat:** Real-time chat with proactive triggers, co-browsing, and screen sharing. Average response: [<30 seconds](https://www.callitdev.com/en/blog/live-chat-support-outsourcing). 3–4 concurrent chats per agent.
**Email:** SLA-based email management with priority routing, template responses, and personalisation. Average first response: <30 minutes.
**Social Media:** Facebook, Instagram, Twitter/X, LinkedIn, TikTok — [comment monitoring, DM support, and community management](https://www.callitdev.com/en/blog/social-media-customer-support) with brand-aligned responses.
**WhatsApp Business:** Conversational support with rich media (images, documents, locations), quick replies, and automated workflows. Critical for MENA and LATAM markets.
**SMS:** Outbound notifications, appointment reminders, delivery updates, and inbound query handling.
**In-App Messaging:** Push notification responses and in-app chat support integrated via SDK with your mobile application.
True omnichannel requires a unified customer view. Our agents see:
This context means customers never repeat themselves, and agents can personalise every interaction.
We integrate natively with:
| Channel | Response SLA | Resolution SLA |
|---|---|---|
| Voice | <20s answer | 80% FCR |
| Live Chat | <30s | 85% FCR |
| <30 min | <4 hours | |
| Social Media | <30 min | <2 hours |
| <2 min | <30 min |
Omnichannel agents start from **€3/hour** with training on 2+ channels included. Blended agents (voice + digital) start from **€4/hour**. All pricing includes channel-specific training, platform integration, and QA monitoring.
[Launch your omnichannel contact center](https://www.callitdev.com/en/contact) with Call IT Dev.
### What's the difference between multichannel and omnichannel? Multichannel means being present on multiple channels (phone, email, chat) but each operates independently. Omnichannel unifies all channels so customer context flows seamlessly — an agent on chat can see previous phone call notes and email history.
### Do your agents handle all channels or specialise in one? We offer both models. Blended agents handle 2–3 channels (e.g., chat + email + social). Specialist agents focus on one channel (e.g., voice only). The optimal mix depends on your volumes and complexity.
### How do you ensure consistent quality across channels? Our QA team monitors all channels with unified scoring criteria. We conduct cross-channel calibration sessions weekly and use AI analytics to detect inconsistencies in tone, accuracy, and resolution quality.
### Can you integrate with our existing contact center platform? Yes. We integrate with Genesys, Five9, Talkdesk, Aircall, RingCentral, and other CCaaS platforms. Our technical team handles integration during onboarding at no additional cost.
### What languages do you support across all channels? We support 29 languages across all channels. Language availability is consistent — if we support German on voice, we also support German on chat, email, and social media.
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Madrid | Dubai — contact@callitdev.com — +212-537-373777