Omnichannel queue

Omnichannel Contact Center — voice, chat, social, one queue.

Skills-based routing across every channel with shared memory.

14-day free trial.

  • 6+ CHANNELS
  • SHARED MEMORY
  • AI ROUTING
  • VIRTUAL HOLD
Live · 4 channels merging
Incoming · all channels
WhatsApp · Marco D.
Order #4821 — late?
Voice · Anika R.
Calling about billing dispute
Instagram · Jules T.
Need a return label
Web chat · Priya K.
Plan upgrade question
Skills router · Our AI
Routed · unified queue
  • Anika R.
    Billing · senior
    MO
  • Marco D.
    Orders · ES
    JP
  • Priya K.
    Sales
    AT
Shared memory attached to every contact
live

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.

Routing

Every channel routed the same way.

One skills engine. One agent pool. Every channel matched to language, tier, and product before it lands on a desktop.

Voice
SMS
Web chat
WhatsApp
Instagram
Facebook
Telegram
Twitter/X

Language match

English, Spanish, Mandarin, Hindi, and 28 more — auto-detected on first turn.

Skill + tier

Senior agents catch high-value accounts and escalations. Juniors get the warm-ups.

Virtual hold + callback

Position-in-line and automatic callback. Callers never wait on hold music.

Shared memory

Context follows the customer.

Every past interaction attaches to the contact record. Agents see full history before they reply — no matter which channel started the thread.

  • Voice, SMS, MMS, web chat
  • Instagram, Facebook, Telegram, WhatsApp, Twitter/X
  • AI summaries on every interaction
  • Native CRM sync — HubSpot, Zoho, Pipedrive
HR
Hannah Reyes
hannah@bayside.co · LTV $14,200 · 4 touchpoints
VIP
  1. Instagram· 11 days ago

    DM about return policy on order #4821

  2. Voice· 8 days ago

    Called billing — duplicate charge resolved

  3. WhatsApp· 3 days ago

    “Where is my refund?” + photo of statement

  4. Web chat· Today · 2 min ago

    “Following up on refund — any update?”

Our AI summary

Refund pending from billing 8 days ago. Customer is following up across IG, WhatsApp, and now web chat. Senior CX agent recommended.

AI on every conversation

Sentiment scored. In real time.

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.

  • Caller · Anika R.
    I’ve called twice — nobody has fixed this.
  • DM · Marco D.
    Quick update on order #4821?
  • Chat · Priya K.
    Loving the new plan — one more question!
Supervisor tools

Built into every queue.

Call barging, whisper coaching, and silent monitoring. Our AI ranks the top 10 calls that need intervention first.

  • Listen
  • Whisper
  • Barge
Testimonials

What clients say after 90 days.

Real teams, real numbers — from sales floors, CX desks, and support queues.

We tried three cloud phone tools before this one. The reason we stayed is boring — it just kept working across four time zones. Our sales team stopped thinking about the phone.

Arjun Mehta

Head of Growth · Chennai

The mid-shift dashboard is where I actually spend my day. Queue depth, agent load, and sentiment on one screen — I can coach someone before it turns into a bad review.

Rachel Monroe

CX Manager · Denver

AI covers overflow calls in Hindi and English, so we stopped losing weekend leads. It's not perfect — it hands off to us on anything ambiguous — but for hours and bookings, it beats voicemail every time.

Priya Nair

Support Lead · Bengaluru

HubSpot sync is quiet infrastructure. Every call, note, and recording just shows up on the contact — nobody has to remember to log it. That's why our forecast is finally accurate.

Daniel Carter

Head of Sales · Chicago

I set the whole thing up on my phone during a delayed flight. Six people, three countries, one number that rings all of us. My old provider needed a two-week onboarding for the same thing.

Neha Iyer

Founder · Mumbai

Porting 40 numbers across three countries was the part I dreaded most in the migration. It was done in a week, free, and I only had to sign one form. That set the tone for the rest of the rollout.

Sophie Laurent

COO · Paris

+24%

First Contact Resolution

11 hrs

Per week returned to sales

−38%

Average Handle Time

Two plans to fit your team.

14-day free trial · Cancel anytime

See pricing
FAQ

The questions teams ask on the first call.

Does one agent handle multiple channels at once?expand_more

Yes. Default is one voice call plus three concurrent messaging conversations. Configurable per skill.

Do agents see prior messages from other channels?expand_more

Yes. Shared memory attaches every past interaction to the contact record across every channel.

Is WhatsApp Business included?expand_more

Yes. Full WhatsApp Business API. Meta conversation fees passed through at cost.

Voice. Chat. Social. One queue.

Skills-based routing across every channel with shared memory.

Side-by-side

MCM vs Zendesk / Genesys / Five9 Digital

Honest, sourced facts — not marketing.

Feature
Zendesk / Genesys / Five9 Digital
My Country Mobile
Channels native (not partner)
Voice only native
Voice + WhatsApp + IG + FB + Apple
Context-load on chat→voice handoff
1.5–3 s
0.4 s
BYOC voice supported
Limited
Included
Single ticket ID across channels
Sometimes
Included