Multichannel CX
Same agents.
Same app.
Four channels.
Multichannel is now table stakes
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67%
of consumers would rather message than call or email for support
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+62%
of businesses run at least two channels
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≈ 72%
of organisations connect their ACD to their CRM
Sources: Gallabox, 2025; Infobip, 2024; Techmode, 2025; Business Research Insights, 2025.
Enreach UP 3.0 brings WhatsApp, web chat and SMS into your customer service, with no new platform required.
Every customer conversation counts. Catch every opportunity, on every channel.
Without multichannel customer service
Long hold times and missed voicemails
Full queues and abandoned calls
No idea who's waiting, or where
WhatsApp and web chat stuck in separate tools
With Enreach UP
Customers reach you on the channel they prefer
Every conversation lands with the right person
Callback or web chat offered when the queue overflows
Every conversation visible live, in one place
Same agents, same app. Only the routing changes.
ACD Agent: calls and messages in one app
ACD Agent brings calls and messages together. Built into myIstra, it puts agents in control of priorities, queues, recording and the handling of every conversation.
- Caller context before you pick up: CRM details appear while the phone is still ringing.
- Web chat, WhatsApp and SMS: messages land in myIstra just like calls, and go to the best-placed agent based on skills and availability.
- From chat to voice: customers can request a callback straight from a WhatsApp conversation.
- Live data view: follow queues, agent status and group properties in real time.
- Advanced recording: record inbound calls and present the group number as caller ID.
- Call notes: jot them down during the call, find them later in the call history.
- Group calendars and visual queues
- Agents on the move: the MOBiis app turns any agent's smartphone into a mobile call centre seat, whether working from home or on the road. Calls, web chat and SMS are all handled from the phone.
ACD Supervisor: run your team in real time
From myIstra or myTelephony, supervisors monitor and manage agent activity, ACD groups and conversation flows, backed by live statistics and reports.
- Custom calendars for each ACD group
- See who's waiting in every ACD queue
- Supervising on the go: track queue activity live from the MOBiis app.
- Barge-in and call takeover to support agents live
- Live group properties: queued calls, agent status, overflow, priorities, ring patterns
Customisable ACD wallboard: your whole operation at a glance
Enreach UP comes with a built-in, customisable dashboard that shows queue status and every agent's availability in real time. Key performance metrics stay on screen at all times: answer rate, average wait time and service level. Supervisors can benchmark today's performance against yesterday or last week, spot trends over time and step in before a queue overflows.
From reactive supervision to proactive management.
Contact us today
Discover how our Multi Channel CX solution can enhance customer satisfaction, streamline your business processes, and boost agent productivity.
VALUE-ADDED SOLUTIONS
FAQs
Want to know more about our Multichannel CX solution?
Check out our FAQ or get in touch with us.
Enreach's Contact Center is a carrier-grade, cloud-native Contact Center as a Service (CCaaS) platform, designed exclusively for the service provider channel.
It is a fully white-label solution that enables our partners—including MSPs, integrators, and operators—to build and market their own branded, high-availability contact center service.
The platform is strategically focused on empowering partners to serve the needs of businesses that require a robust, professional, and cost-effective solution for managing their customer interactions, primarily through voice channels.
The core business advantage is the ability to create a highly profitable, branded service with a low total cost of ownership (TCO).
Our predictable, low-cost-per-user model is engineered to provide high margins for our partners.
A key enabler of this low TCO is the platform's WebRTC-based agent interface, which operates entirely within a web browser, eliminating the need for expensive physical IP phones or proprietary softphone software.
As a white-label partner, you build your own brand equity and customer loyalty, moving beyond simple resale to become a true solutions provider.
The platform provides a robust, voice-centric feature set designed for professional environments.
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For Agents: The intuitive, browser-based WebRTC dashboard provides full call controls (including warm and blind transfers), agent presence management (Available, After Call Work, etc.), and contextual call information, such as the queue the call originated from.
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For Supervisors: The supervisor dashboard offers powerful real-time tools, including live monitoring of queue statistics (calls waiting, average wait time) and agent status. Crucially, it includes enterprise-grade intervention capabilities, allowing supervisors to listen, whisper, or barge into live calls for quality assurance and on-the-spot agent coaching.
We provide a comprehensive administrative portal that gives you the control to manage your customers (tenants), users, and call flows.
The platform is designed for openness, featuring APIs that allow for integration with third-party systems, most notably CRMs.
This enables high-value features like screen-pop (displaying a caller's CRM record automatically) and helps create a more unified agent desktop, allowing you to offer customized solutions that fit your customers' existing workflows.
Our vision is to empower our partners to move up the value chain.
This Contact Center solution is not just a product; it is a strategic enabler. It allows you to bundle high-margin CCaaS with your core connectivity and SIP trunking services, creating a unique, end-to-end, high-quality solution that over-the-top (OTT) competitors cannot easily replicate.
It serves as the perfect entry point to the CCaaS market for your voice-centric customers and acts as a stepping stone for migrating them to the full Enreach UP unified communications ecosystem as their needs evolve.
We operate on a true partnership model, not a simple reseller relationship.
We provide comprehensive onboarding, training materials, and expert Level 2/3 technical support from our team of telecom specialists, available 24/7.
We empower you to handle Level 1 support, which allows you to own the customer relationship completely.
Our philosophy is clear: "You will be our partner, not our agent," ensuring you maintain full control over your brand, your pricing, and your customers.