Every customer conversation in one connected workspace.
SingleComm brings voice, video, chat, SMS, email, WhatsApp, social messaging, and secure messaging into one agent desktop. Agents get full customer context, supervisors get one reporting view, and customers do not have to repeat themselves.
What SingleComm means by omnichannel
One queue
Route voice, video, chat, SMS, email, WhatsApp, and social messages from one system.
One desktop
Agents handle every interaction from one browser tab instead of switching between tools.
One customer history
Customers can switch channels without losing context.
One reporting view
Supervisors can compare performance across channels without separate reports.
One stack. Every way the customer reaches you.
WebRTC at the core
SingleComm has been a WebRTC pioneer since 2012, with 50M+ interactions in production. Voice runs through a single browser — no softphone, no separate voice network to provision. Scales elastically.
- 50M+ WebRTC interactions in production
- No softphone to install
- Scales elastically for WFH and in-center agents
Digital channels built into the same workflow as voice
Every digital channel is native — chat, two-way SMS, email, WhatsApp, social routing via HTTP and WebSocket. One disposition set, one QA rubric, one report.
- WhatsApp, Instagram DM, Facebook Messenger
- Two-way SMS with rich-media
- Secure messaging for HIPAA and financial services
The modern ACD for every channel
Skills-based, rank-based, and percentage-allocation routing across voice, video, chat, SMS, email, WhatsApp, and social. Multi-center parent-child support. VIP pass-through. Integrated QA management.
- Skills- and rank-based routing
- Multi-center parent-child configurations
- Real-time monitoring with whisper, barge, takeover
SinglePane agent experience
One browser tab, one login, one training curriculum across every channel. AI-drafted wrap-up notes. Keyboard-first navigation. Measured onboarding time: one day.
- One desktop for voice, video, chat, SMS, email, social
- Keyboard shortcuts for every action
- AI-drafted disposition and wrap-up
One surface, every channel
Real-time dashboards tied to the raw event stream, consistent across voice and digital. No need for separate reporting, business intelligence baked in. No per-channel silos in the numbers.
- Unified real-time dashboards
- Built in Business Intelligence reporting
- Per-channel and per-campaign rollups
Customer journey: one customer, multiple channels
- 01Customer starts a chat asking about an account issue.
- 02Customer receives an SMS follow-up with a secure link.
- 03Customer calls later for help finishing the request.
- 04The agent sees the chat, SMS, account notes, and previous intent.
- 05The issue is resolved without the customer repeating the whole story.
Omnichannel by Industry
Healthcare
Patients can call, chat, or message about scheduling, billing, prescription status, and appointment reminders while keeping context across channels.
Financial services
Customers can move from secure messaging to voice for identity verification, payments, account support, or fraud concerns.
Retail & e-commerce
Customers can ask about order status through chat, receive SMS updates, and call if they need help with returns or delivery problems.
BPO
Agents can support multiple clients across voice, SMS, chat, and email while maintaining client-specific routing and reporting.
Telephone answering services
Agents can handle calls, dispatch messages, SMS follow-ups, and client-specific workflows from one desktop.
“When a customer messages you on chat and then calls twenty minutes later, does the agent see the chat thread? On SingleComm, yes.”
Omnichannel is a word most CCaaS vendors say; very few actually deliver it. The test is simple: when a customer messages you on chat and then calls twenty minutes later, does the agent see the chat thread? On SingleComm, yes. On most competitors, no — because the chat lived in a different vendor's database, with its own reporting rollup, and the integration never fully cleared. One data model is the difference, and it's the difference that customers feel.
Guides & deep dives.
Omnichannel readiness checklist — what to settle before you merge the queues
Consolidating voice, chat, SMS, and email into one queue fails when the groundwork is skipped. The data model, customer history, routing rules, reporting parity, and rollout order to settle first.
Read →Platform · GuideMigrating from siloed channel tools — a playbook for getting to one platform
One vendor for voice, another for chat, a third for SMS — and a customer history split across all of them. A phased playbook for consolidating onto one omnichannel platform without losing context or breaking operations.
Read →Platform · GuideSupervisor self-serve reporting — getting your metrics out of the IT ticket queue
What a no-code report builder actually needs, how scheduling and sharing should work, why KPI definitions belong to teams, and the pitfalls that turn self-serve into spreadsheet chaos.
Read →