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OMINCHANNEL AGENT WORKSPACE

Across All Channels, in a Single Place

Deliver exceptional customer experiences with a robust omnichannel agent workspace powered by AI and automation that offers seamless integrated support across all channels.

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Boost agent productivity

Centralize all customer conversations—inbound and outbound—across every digital channel in one workspace. Combine automated flows for routine inquiries with human oversight, allowing agents to intervene seamlessly with complete context. Eliminate channel switching complexity by managing all customer interactions in a unified platform.

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Route in a click - with context

Resolve inquiries as efficiently as possible with the ability to prioritize, assign and reallocate resources in the click of a button. Our robust routing engine ensures efficient agent workflow with business rules that allow brands to utilize self-service and automation when possible, saving time and cost. Agents and managers see context, templates, history, and intent right from the workspace, allowing teams to provide the best customer experience possible.​

Remove the friction of fragmented channels

Connect with customers across all channels with integrated, seamless support available 24/7. Unify customer conversations in a single thread across multiple support channels through native Kustomer platform integration, improving agent efficiency and customer retention

Deliver hyper-personalized experiences

The Agent Workspace empowers agents to understand customers and tailor every experience to meet specific customer needs. From determining the preferred mode of communication, such as text, video, or voice, to gleaning actionable insights, the workspace makes it easy for agents to create hyper-personalized experiences that make customers feel understood.

Ensure exceptional customer experiences across all channels

Create consistent customer experiences backed by complete customer visibility for your agents. Leverage advanced analytics, customizable BI dashboards, and intuitive reporting to proactively optimize efficiency and service levels. Real-time insights from both automated and human interactions drive data-informed decisions that enhance operations and customer satisfaction.

Autonomous CX Essentials

Everything needed to create efficient, personalized experiences for exceptional customer service.

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Generative-AI

Smart routing

Smart Routing

Group conversations

Group Conversations

Knowledge base

Knowledge Base

Insights

Insights

Generative-AI

Generative-AI

Smart routing

Smart Routing

Group conversations

Group Conversations

Knowledge base

Knowledge Base

Insights

Insights

Simple, yet powerful

Unleash the power of your customer service dream team: humans agents and automated agents working together for faster resolution. With CommBox, you gain the ability to take control, adapt with ease, and foster growth.

Omnichannel

Seamlessly route conversations to the right agent at the right time, while enabling easier on boarding and agent retention. CommBox enables a seamless experience that empowers agents to deliver exceptional customer service.

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Integration & customization

Pre-integrated with your enterprise business systems, CRM platforms, and third-party applications, while allowing rich customization options to align with specific business needs.

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Proactive messaging & campaigns

Proactively reach out to customers across any digital channel, sending updates or additional information. Utilize predefined triggers to automate and ensure timely customer outreach. Stay effortlessly on top of the customer journey and initiate engagement.

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FAQ

Which channels does the CommBox Agent Workspace support and what is omnichannel?

CommBox unifies conversations from the channels your customers already use—including website chat, WhatsApp, Facebook Messenger, Instagram, SMS, email, and voice/telephony—into a single workspace. You can start on one channel and continue on another without losing context. 

It’s truly omnichannel because agents manage all conversations from a single view, switch channels while maintaining context, and deliver consistent, personalized experiences across the entire customer journey.

AI Agents handle routine requests across all channels and hand off to humans when deeper expertise or empathy is needed. The full history, customer profile, and channel context move with the conversation—so agents can pick up instantly, without forcing the customer to repeat information.

CommBox centralizes everything an agent needs: unified threads, AI-powered summaries, smart replies, and auto-synced CRM data. With fewer systems to toggle between, agents resolve more interactions faster—boosting efficiency and customer satisfaction simultaneously.

Built-in AI Assist tools summarize conversations in just 5 seconds, automate CRM updates, and extract action items instantly—cutting admin work by up to 80% and response times by half. Enterprises typically see a 30% increase in agent efficiency and a 2X improvement in retention, as teams spend less time on repetitive tasks and more time delivering exceptional customer experiences.

Yes. CommBox integrates natively with leading systems such as Salesforce, SAP, Oracle, and Genesys. It syncs contact data, conversation history, and intents in real time—ensuring a 360° customer view across service, sales, and marketing operations.

CommBox provides enterprise-grade security, privacy, and audit controls across all channels. Role-based access, PII protection, and AI guardrails keep customer data safe, while full compliance with SOC 2, ISO, HIPAA, and GDPR ensures every interaction—no matter the channel—meets regulatory standards.

Automated experiences, integrated into your systems

Stand out from the crowd by tailoring experiences on your customers channel of choice, leveraging business data to reach higher conversions and satisfaction. On-to-one communications or campaigns made easy with CommBox.

Oracle integration
Microsoft Dynamic integration
Zendesk integration
salesforce integration
SAP integration
Priority integration

Tech Specs

CommBox Connect is easy to implement, secure and customizable, ensuring that platform transition and development are a breeze for your team.

  • Enterprise-grade security
  • Open platform for customization
  • Pre-made widgets for out-of-the-box functionality
  • Flexible deployment models
  • Open API
Developer Center

Leap into the future
of automated customer service

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