"Voice on Monday, WhatsApp on Wednesday, Instagram DM on Friday — same skills engine, same agent profile, same context. We retired three separate inboxes the week we switched."
Faizan Parekar
Operations Manager · Twiching
AceCX · One Queue, Every Channel
An omnichannel contact center, one queue.
An AceCX omnichannel contact center with skills-based routing across voice, SMS, web chat, WhatsApp, Instagram, Messenger, Telegram, and X — shared memory across every conversation.
6+ channelsShared memoryAI routing24/7 support
AceCX · One queue
18 live · 6 channelsVoice 7
WA 4
IG 3Web 3
TG 1
WA 4IG 3Web 3TG 1- EREric Rivera · Voice
“Need help with my last invoice…”
EN · T1+ 0.41 - Mei T. · WhatsApp
“Confirmando — el martes a las 10:30?”
ES · T2+ 0.62 - Owen W. · Instagram DMRouting
“Saw a price hike — what’s going on?”
- SCSarah C. · Webchat
“How does the AI billing work?”
EN · T1~ 0.18
ARAria · skills matched
A customer who emails Monday, calls Tuesday, and DMs on WhatsApp Wednesday expects the same answer from the same brand— one queue with shared memory makes that possible.
Every channel routed the same way
Every job, one engine.
Voice and async, social and web, shared memory, virtual hold — routed by skills, not by inbox.
Voice · SMS · MMS · webchat
Synchronous and async channels, one queue.
VoiceSMSMMSWebchat
Five social channels
WhatsApp, Instagram, Messenger, Telegram, X.
Skills-based routing
Match by language, tier, and product.
LanguageEN · ES
TierEnterprise
ProductAceCX · billing
Shared memory
Every past interaction visible to the agent.
Voice · Mon 2:14 PM
WhatsApp · Wed 11:08 AM
Webchat · Fri 4:32 PM
Virtual hold · callback
Position-in-line and automatic callback.
3rdCallback
in line · ~ 4 min
AI Sentiment · LiveMei · Voice · 0:47
+ 0.62~ 0.21! 0.17
Live transcript
C“Looking for help with our renewal pricing.”
A“Sure — I can pull up your account now.”
AI Summary · CRM
- ActionQuote sent · 25 seats
- DecisionRenew annual
- OwnerAria · follow-up Thu
AI everywhereAI
AI on every conversation.
AI sentiment scores the call in real time. AI transcripts on every channel. AI summaries land in your CRM before the agent even writes a note.
Live sentiment · second-by-second tone scoring
Transcripts across voice, video, chat, social
Summary auto-written to HubSpot · Zoho · Pipedrive
Supervisor tools
Supervisor tools built in.
Call barging, whisper coaching, and silent monitoring — with AI ranking the top 10 calls that need intervention first.
Silent listen
Drop in on any conversation for QA without alerting the agent.
Owen · Voice · 0:42
Whisper coach
Speak only to the agent. Inaudible to the customer.
“Try the annual discount — budget signal is strong.”
Barge to rescue
Join the call to handle escalations directly. Audit-logged.
3 calls flagged · top 1 surfaced
"Skills-based routing matches language, tier, and product on every channel. AI sentiment catches upset callers before they escalate, and the supervisor view ranks the top 10 calls that need us right now."
Ismail Tai
Sales Manager · Wholesalevoice
Ready to merge every channel into one queue?
FAQ
Questions, answered.
A single skills engine handling voice, SMS, web chat, WhatsApp, Instagram, Messenger, Telegram, and X — every customer attached to the same contact record with shared memory across channels.
Ready to switch
Your omnichannel contact center, one queue.
14-day free trial. No credit card required. Numbers ported from any carrier worldwide.
14-day free trialNo credit cardNumbers ported free99.99% uptime
Last updated: May 2026