Core module · Contact center

Six channels.
One single agent.

Voice, WhatsApp, Microsoft Teams, Messenger, email and SMS converge in a unified agent console. Your teams respond to everything — without switching tools, without losing history, without leaving any channel unanswered.
See use cases →
6
unified channels
−65%
Average handling time
0
Channel left unanswered
×2.8
Agent productivity
CONSOLE AGENT · GLOBAL CS OMNICANAL
📞
Amadou Koné — +225 07 84 23 11
Incoming call · Sales department · Waiting 12s
Voice
💬
Fatou Diallo — WA Business
« Hello, I placed an order yesterday morning... »
WhatsApp
🟦
Kouamé Brou — Teams
Meeting requested for contract review
Teams
✉️
After-sales complaint · info@société-ci.com
Subject: Missing delivery — Delivery note n° 4178
Email
👩🏾
Adjoua K. · Level 2 agent
Available · SLA: 2 min 18 s remaining
24
Handled
today
96%
SLA
met
💬
WA Business API
✉️
Unified email
📱
SMS & push
Six native channels

Every channel where your customers are —
in one single console.

No third-party integration. Every channel is native to the GLOBAL CS platform: shared history, consistent routing, unified archiving, consolidated reporting.

📞
Voice

Inbound and outbound calls via cloud IPBX. 100% call recording, IVR, queue management.

Built-in IPBX
💬
WhatsApp

Official WhatsApp Business API. Multi-agent, templates, catalogue, archiving.

Official Meta API
🟦
Teams

Teams Direct Routing — Teams calls and chat within the console. For Microsoft 365 organisations.

Microsoft 365
💙
Messenger

Facebook Messenger integrated. Inbound messages from your business page routed to the agent queue.

Meta Business
✉️
Email

Inbound emails converted to tickets. Automatic assignment by skill or keyword.

Native ticketing
📱
SMS

Inbound/outbound SMS on local numbers. Automated notifications, confirmations, follow-ups.

Local numbers
Use cases by sector

The contact center
tailored to your industry.

Contact pain points vary drastically by sector. Retail, microfinance, healthcare or transport — each receives an omnichannel configuration built for its actual workflows.

🛒 Retail & Distribution

Orders, after-sales and complaints coordinated across all channels — with zero slip-through.

Your customers order by phone, WhatsApp, email and sometimes SMS. If each channel is handled by a different person with no shared history, the same issue resurfaces three times — and no one has the answer.

Business pain points
Orders received across 4 different channels — manual entry, errors, duplicates
The same customer calls back 3 times because no one can retrieve their WA history
After-sales swamped at month-end — no priority queue, everyone demanding attention at once
No statistics on complaint types to improve processes
Recommended omnichannel configuration
📞 Voice 💬 WhatsApp ✉️ Email 📱 SMS
🔀
Unified voice + WA + email console — 1 agent sees everything
The sales agent receives in a single interface the incoming call, the pending WA message and the complaint email. Full customer history, regardless of the entry point.
⚡
Priority after-sales queue at end of delivery
Post-delivery complaints are routed as a priority to senior after-sales agents. New orders go to available sales staff — the two queues never mix.
🤖
WA chatbot — order pre-qualification
The WhatsApp chatbot collects the product, quantity and payment method before transferring to an agent. The agent starts the conversation with all the information — no re-entry needed.
📊
Daily report on complaint types by channel
Automatic classification: stock-out, delay, quality, billing error. The manager receives every morning the 3 most frequent reasons — to act upstream, not in damage-control mode.
−68%
Duplicate contacts per customer
×2.4
After-sales agent productivity
−55%
Complaint resolution time
🏗 Construction / Real estate

Housing prospects, tenant complaints and site coordination — in three separate queues.

In your organisation, the same call could be a housing prospect, a site emergency or a tenant complaint. If everything arrives on the same number without intelligent routing, the quality of every response collapses.

Business pain points
Housing prospects and tenants with complaints arriving on the same line — confusion, poor first impression
Site manager WhatsApp on personal phones — site decisions not tracked
Tenant complaints with no ticket or committed response time communicated — constant escalation
No SLA measured on complaint response time — impossible to improve
Recommended omnichannel configuration
📞 Voice 💬 WA Construction ✉️ Email
🔀
3 independent queues — Sales / Construction / Property management
The single number is segmented at entry. A prospect presses "1", a site manager "2", a tenant "3". Each specialist agent only receives contacts within their remit.
🎫
Automatic ticket for every tenant complaint
Every tenant contact (voice, WA, email) generates a ticket with a tracking number sent by SMS. The committed response time is communicated automatically — no more complaints about complaints.
💬
Dedicated WA channel for site coordination
A separate WA Business number for site exchanges with subcontractors and site managers. Automatically archived in the EDM from the console — decisions and instructions are traceable and defensible.
📊
Tenant SLA measured and reported
First response time, resolution time, satisfaction rate by complaint type — weekly dashboard for the property management director.
−80%
Tenant complaint handling time
100%
Site exchanges tracked
×1.8
Visit → booking conversion
🏦 Microfinance / Banking / Insurance

Structured collections, responsive customer service and compliance across all channels.

MFIs, credit unions, mutual funds — your customers use WhatsApp and the phone for sensitive operations: loan requests, complaints, repayment promises. Every untracked interaction is a regulatory risk.

Business pain points
Collections agents without a structured script or real-time dashboard of their portfolio
Repayment promises taken over the phone not recorded — systematic disputes
Unofficial WhatsApp channel — sensitive customer data on officers' personal phones
No unified customer view (calls + WA + emails) for the advisor who calls them back
Recommended omnichannel configuration
📞 Collections 💬 Official WA ✉️ Compliance
📜
Collections scripts built into the agent console
On every collections call, the regulatory script automatically displays according to the arrears type (D+15, D+30, D+60). The agent follows the protocol — results are measurable and defensible.
⏺
Recording and archiving of all repayment promises
Every repayment promise made by voice or WA is recorded, time-stamped and archived in the EDM. In the event of a dispute, the recording stands as legal evidence.
💬
Official WA Business API — end of officers' personal WA
A single WA number for the institution. Officers respond from the console — shared history, role-based access, legal archiving. Customer data stays within the organisation, not on personal phones.
📊
Collections dashboard by portfolio and by agent
Calls made, contact rate, promises obtained, promise-kept rate — by agent, by portfolio, by arrears bracket. The collections manager pilots in real time.
+16 pts
Collections rate D+30
×1.9
Collections calls / agent / day
100%
Promises archived
🏥 Healthcare / Clinics

Appointments, results, emergencies and patient complaints — each flow has its own dedicated queue.

Private clinics, laboratories, imaging centres — confusion between an appointment call and a medical emergency has direct consequences on care quality and the institution's reputation.

Business pain points
Emergencies and appointments waiting in the same queue — the urgent patient waits as long as the one who wants to reschedule
Appointment reminders done manually by reception — time-consuming, high no-show rate
Test results requested via personal WA or personal phone — unsecured medical data
No tracking of patient complaints — recurring issues not identified
Recommended omnichannel configuration
📞 Priority emergency 💬 WA results 📱 SMS reminders
🚨
Priority emergency queue — 0 wait for "Press 0"
Emergency calls are routed in full bypass of the normal queue to the available reception nurse. Maximum response time: 20 seconds. The SLA is measured and alerted if exceeded.
📱
Automated appointment reminders — voice + SMS + WA D−1
The contact center automatically sends an SMS and WA reminder the day before the appointment, then a voice confirmation call if the patient has not responded. No-show reduction of 55 to 65%.
💬
Secure WA channel for results and prescriptions
The patient receives their results via encrypted WA Business API from the medical reception console. No more personal WA sends — journaled access, legal archiving, healthcare data compliance.
🎫
Patient complaint tickets with follow-up
Every complaint (voice, WA, email) is converted into a ticket, classified by reason (billing, waiting time, communication) and tracked through to resolution. Monthly report for continuous improvement.
−62%
No-show rate
0
Emergency unanswered < 20 s
100%
Results delivered securely
🌿 Agro-industry / Trading

Export buyers, field scouts and port coordinated in one console — by campaign.

Cocoa, coffee, cashew exporters — your contact flows are seasonal and extremely intense during campaigns. The switchboard is overwhelmed, foreign buyers get no response, and field coordination is lost.

Business pain points
Export buyers calling from abroad — slow response times, poor image, lost market share
Quality complaints on delivered batches — without tickets or traceability, impossible to investigate
Port / freight forwarder / buyer coordination across 4 different channels — duplicated information
No supervision of contacts during campaign peaks — impossible to adapt resources
Recommended omnichannel configuration
📞 International voice 💬 WA buyers ✉️ Export email
🌍
Export buyer queue — maximum priority during campaign
International calls (foreign country prefix) and emails from registered buyers are routed as a priority to export sales staff. A 2-hour SLA is communicated automatically if no one is available.
🎫
Quality complaint tickets by batch and by campaign
Every quality complaint generates a ticket linked to the batch number and campaign. Collaborative handling by agent + quality manager + buyer — full history in the ticket.
💬
Dedicated WA channel for port and freight coordination
A WA Business number for port/freight exchanges. Documents shared (B/L, manifests, customs status) archived in the EDM from the console — no more losses via personal WhatsApp.
📊
Campaign dashboard — buyer contacts in real time
Contact volume per buyer, response time, open complaints, resolution rate — throughout the entire campaign. Anticipate load peaks for the next 15 days.
−90%
Unanswered buyer contacts
100%
Quality complaints tracked
+22 pts
Export buyer retention
⚖️ Lawyers / Notaries / Accountants / Architects

Every inbound enquiry qualified, every client followed up on time — without partners managing the switchboard.

Law firms, notarial practices, chartered accountants, architecture agencies — your partners cannot spend their day on the phone. But every missed or poorly qualified call is a lost mandate.

Business pain points
Unqualified inbound enquiries — partners waste time with prospects outside their remit
Fee follow-ups by email and phone managed manually by partners — time-consuming and ineffective
No tracking of unresolved inbound enquiries — impossible to measure conversion
Sensitive exchanges on personal WA with clients — compliance risk and loss of history
Recommended omnichannel configuration
📞 Qualification 💬 WA firm ✉️ Case email 🟦 Teams
🔍
Automatic qualification of inbound enquiries
Reception uses a console-guided qualification script: case type, urgency, indicative budget. Only qualified enquiries are transferred to partners — their time is protected.
💬
Official firm WA Business — end of personal WA
A single WA number for the entire firm. Partners communicate with clients from the console — history shared with reception, legal archiving, confidentiality in line with professional conduct rules.
🔔
Automated fee follow-ups by email + SMS
D+30, D+45, D+60: the contact center automatically sends follow-ups with the amount due and bank details. Partners only intervene at D+75 if the automated follow-up has not succeeded.
🟦
Teams Direct Routing for partners on Microsoft 365
Partners equipped with Microsoft 365 receive client calls directly in Teams — meetings and calls in a single client. The omnichannel console orchestrates everything in the background.
+28%
Enquiry → mandate conversion rate
−40%
Fee collection time
−85%
Partner time on routine tasks
🚛 Transport / Logistics / Freight

Structured dispatch, customers informed automatically, incidents handled in 15 minutes.

Carriers, freight forwarders, brokers — an incident resolved in 15 minutes versus 2 hours does not cost the same. The difference is a contact center that routes, records and escalates automatically.

Business pain points
Incidents reported via personal WhatsApp to the dispatch manager — no trace, no SLA
Customers calling for tracking — switchboard overwhelmed, improvised answers
Customer complaints not handled within deadlines — loss of key accounts
No unified view of contacts by case or by customer — the agent responding does not know what happened before
Recommended omnichannel configuration
📞 Dispatch 💬 WA tracking ✉️ Complaints 📱 SMS ETA
🚨
Incident queue — automatic escalation beyond 10 min
Every incoming call identified as "incident" is routed with priority to the on-call dispatch team. If unanswered within 10 minutes, automatic escalation to the operations manager with simultaneous SMS and email.
📍
Automatic WA tracking notifications — 0 inbound calls for tracking
As soon as a status changes (loading departure, customs clearance, delivery), the customer automatically receives a WA message. The volume of tracking calls drops by 60 to 80% — agents focus on real problems.
🎫
Complaint tickets by case and by customer
Every complaint (damage, delay, shortage) is ticketed with the case number. Collaborative handling between the agent, the freight forwarder and the quality manager — customer SLA displayed and met.
📊
Dispatch dashboard — service quality by customer and by route
Incident volume per customer, resolution time, complaint rate per route — weekly dashboard for the operations director. Problem routes are identified before customers walk away.
−78%
Customer calls for shipment tracking
−85%
Incident resolution time
+20 pts
Key account retention
🏛 Municipalities / Prefectures / Courts / Ministries

An accessible, traceable citizen contact center with a committed response time communicated at every contact.

Municipalities, prefectures, ministerial departments — citizen relations are often the neglected side of modernisation. A simple, multi-channel contact center can radically transform the public's perception of the institution.

Business pain points
Citizen requests (civil registration, urban planning, land affairs) arriving by phone, email and in person — with no coordination
No tracking number communicated to the citizen — they call back 5 times to find out where their request stands
Multi-skilled agents overwhelmed by all types of requests at once — poor routing, frustration
Institutional communication (information, alerts) non-existent or too slow — citizens left uninformed
Recommended omnichannel configuration
📞 Institutional switchboard 💬 WA citizen 📱 Official SMS
🎫
Automatic tracking number for every request
Every citizen request (voice, WA, email) automatically generates a tracking number sent by SMS. The citizen can check progress by calling the IVR or sending their number via WA.
🔀
Routing by department and by agent skill
Civil registration, urban planning, land affairs, taxation — each type of request is routed to the available specialist agent. No more being passed from counter to counter — the citizen is directed from the first contact.
📢
Bulk institutional broadcast via WA and SMS
From the console, a supervisor triggers an information campaign (taxes, census dates, summonses) to all contacts or a targeted list — WA Business API with delivery report.
📊
Public service dashboard — processing time by request type
Average processing time per request type, first-contact resolution rate, volume per department — weekly report for the director general of services. A tool for managing public service quality.
−72%
Citizen callbacks for status updates
×3
Citizens informed via campaigns
100%
Requests with tracking number
📱 Fintech

Support that doubles capacity without doubling headcount — AI, deflection and omnichannel.

Mobile Money, neo-banks, payment aggregators — your contact volumes explode with every campaign. Intelligent deflection and multi-channel routing are your only option to scale without mass hiring.

Business pain points
Support volume ×2 every 4 to 6 months — agents burned out, NPS falling, churn rising
Fraud complaints not prioritised in the queue — handled with the same delay as a PIN change
Fragmented customer view — the same customer contacts by WA, email and phone without the agent having the history
No deflection — 60% of contacts could be resolved automatically
Recommended omnichannel configuration
💬 WA first-level ✉️ KYC / Compliance 📞 Priority fraud 🟦 Teams corporate
🤖
WA chatbot — 35 to 55% deflection without an agent
The WhatsApp chatbot autonomously resolves: balance, transaction history, top-up, PIN reset, transfer status. Unresolved cases are transferred to an agent with full context — the agent re-enters nothing.
🚨
Fraud queue — absolute priority, 5-minute SLA
The keywords "fraud", "unrecognised transaction", "compromised account" automatically trigger priority routing to senior fraud agents. 5-minute SLA measured and alerted in real time.
🔗
Unified customer view — all channels in one profile
The agent sees in one second all the customer's contacts: WA from last month, complaint email, call from the day before. The history is complete regardless of entry point — no more "I've already called about this".
📊
Real-time NPS and CSAT dashboard
After each interaction, a short survey is automatically sent (WA or SMS). NPS and CSAT are calculated in real time by channel, by agent and by contact type — to act immediately, not at the next QBR.
×2.5
Support capacity without hiring
35–55%
AI deflection without agent
< 5 min
Fraud complaint SLA
The agent console

Everything an agent needs to know — on a single screen.

The GLOBAL CS console brings together in one place: contacts waiting across all channels, the 360° customer history, the interaction script, and live performance metrics.

01
Unified omnichannel contact queue
Voice, WA, Teams, Messenger, email and SMS in a single prioritised list. The agent handles the next contact without knowing in advance which channel — they adapt. The overall SLA is met.
›
02
360° customer history in 1 click
At the start of an interaction, the agent immediately sees the customer's last 10 contacts — which channel, what date, what reason, what resolution. No more "have you already called about this?".
›
03
Contextual scripts by contact type
The interaction script automatically displays according to the detected call reason (collections, complaint, order, emergency). The agent is guided — response quality is consistent, even with new hires.
›
04
Skills-based routing — specialisation preserved
Complex contacts (fraud, legal dispute, medical emergency) are routed exclusively to agents with the certified skill. Simple contacts go to available agents — balanced load.
›
05
Real-time supervisor dashboard
The supervisor sees live: agents available, in conversation, on break — SLAs met or breached by channel — volume of contacts waiting per queue. Intervention possible via silent monitoring or whisper coaching.
›
06
Automated reports by channel and by agent
Contact volume, average handling time, first-contact resolution rate, CSAT — by channel, by agent, by department, by period. Exportable as CSV or viewable from the dashboard.
›
CONSOLE AGENT · GLOBAL CS
14
CONTACTS HANDLED
3
WAITING
2m18s
AVG HANDLING TIME
97%
SLA MET
💬
Adjoua Koffi
« Has my order been confirmed? I haven't received... »
1 min ago
WA
📞
+225 07 84 23 11
Incoming call · Sales department · Waiting
2 min ago
Voice
✉️
Complaint — Delivery note n°4178
Subject: Incomplete delivery of 12/05 — 3 missing cartons
8 min ago
Email
🟦
Kouamé Brou · Teams
Meeting request for Q3 contract review
15 min ago
Teams
📱
Inbound SMS — +225 05 12 34 56
Appointment confirmation tomorrow 2pm — Yes or No?
22 min ago
SMS
👩🏾
Adjoua K.
● Available
SLA: 1m45s remaining
6
Unified channels
in one console
×2.8
Agent productivity
vs single-channel
−65%
Average
handling time
35–55%
AI deflection
without human agent
Key features

Intelligent routing —
every contact to the right place.

The GLOBAL CS contact center does not distribute randomly. It routes with precision according to five combinable criteria.

01
🎯
Skills-based routing

Every contact is routed to the agent with the required certified skill: language, product, technical level, region. The customer gets the right person directly.

SKILLS-BASED ROUTING
02
⚡
Priority routing

Fraud, medical emergency, blocking incident — these reasons bypass the normal queue. The priority SLA is measured in real time with an alert if exceeded.

PRIORITY ROUTING
03
🔗
Relational routing

The loyal customer is routed to their usual advisor if available. If unavailable, to an agent with access to their full history — no "let me start from scratch on your file".

RELATIONAL ROUTING
04
🕐
Time-based routing

Outside business hours, routing switches to the intelligent voicemail, the WA chatbot or the scheduled callback queue for the next morning — depending on the chosen configuration.

TIME-BASED ROUTING
05
🤖
AI routing

AI analyses the first words of the contact (voice or WA) and predicts the reason with 87% accuracy — automatic routing before the agent even picks up.

AI-BASED ROUTING
06
📊
Load balancing

The supervisor sees the load per agent and per queue in real time. Manual reassignment in 1 click or automatic if the gap exceeds a configured threshold.

LOAD BALANCING
Why GLOBAL CS

A contact center designed
for SMEs.

Not an adaptation of a European tool. A platform built for the reality of SMEs in French-speaking Africa — connectivity, teams, regulations and currencies included.

🇨🇮
Native local numbers

All channels use local CI identifiers. WA Business with a local number, SMS from short codes, voice on local IPBX. No foreign number that erodes customer trust.

💬
Official WhatsApp Business API

Official Meta partner — not an unofficial API that gets cut off. Templates approved by sector, legal archiving, interactive product catalogue.

📶
Built for degraded connectivity

The agent console works in 3G degraded mode. Softphones automatically switch to GSM. No contact lost due to an unstable network.

🔗
Native architecture with the 5 modules

The contact center shares its history with the CRM, its recordings with the EDM, its routing with the UCC, and its analyses with the AI — one architecture, not fragile integrations.

⚖️
African regulatory compliance

Recordings compliant with applicable regulations. Archives accessible during audits. Data hosted in compliance with personal data protection regulations.

🛠
On-site deployment and training

Dedicated project manager, agent and supervisor training. 30 days of enhanced post-deployment support. Your team is operational within 15 days.