Contact usSupport

GIITIC Omnichannel Communication Center

Everything you expect from omnichannel software. And much more.

  • Adapts to your business Your operation, your rules.We start from best practices, but we understand that every company is different. We adapt GIITIC to your processes, even when they are complex, without forcing you to change your operation to fit the software.
  • Integration experts 100+ integrations.We connect GIITIC with your technology ecosystem: modern, in-house or legacy systems. We have more than 100 integrations and the experience to build the ones your operation needs.
  • We solve problems, not just implement We take charge from start to finish.We avoid the typical implementation problems: incomplete scopes, consultants who do not understand the operation, or features that do not solve the need. You work with experts focused on making the solution work from start to finish.
  • Record-time implementation and support Experience + tools + AI.We are experts in what we do. We combine experience, methodology, tools and AI to speed up every stage, deliver implementations in weeks and resolve your needs with agility.
  • AI + Agents + Intelligent analytics Much more than AI features.AI features included in the software that you can extend with agents and intelligent data analytics. All connected in one ecosystem and with a single vendor.
  • One single plan No tiers or hidden costs.All of the product’s functionality is included from the start. No multiple editions, locked features or hidden costs that complicate the administration of your solution.
Request a demoSee features

Do you know if your operation is at risk?

These are common signs of teams that work without technology.

  • WhatsApp messages on personal phones
  • Customers who repeat their story on every channel
  • Conversations left unanswered for hours
  • Messages that arrive after hours and get lost
  • Several people replying to the same customer
  • Different answers to the same question
  • Supervisors with no view of what is happening in service
  • No way to know how satisfied the customer was
  • Bulk notices sent one by one
  • Conversations that never reach the CRM
  • Customer emails lost in personal mailboxes
  • No way to know which channel and which agent work

How does GIITIC Omnichannel Communication Center improve my operation?

  • Greater speed

    Automate tasks and connect your information so your team responds sooner and your processes move forward without waiting.

    • Brings live chat, WhatsApp, social media, email and voice into a single inbox
    • Automatically assigns each conversation to the available team and person
    • Replies with saved replies and AI suggestions without writing from scratch
    • Handles conversations from your computer or phone with a notification for each new message
    • Sends bulk messages and notices with templates to many customers at once
    • Transfers the conversation to another agent or team without losing the history

  • Higher quality

    Standardize the work and control every step so your information is reliable and your results are consistent.

    • Shows the agent the customer’s history across all channels before replying
    • Keeps each conversation with a single owner and a status
    • Unifies the tone of your service with saved replies and approved templates
    • Lets the supervisor follow queues, wait times and conversations in real time
    • Records the customer’s rating when each conversation is closed
    • Respects business hours, permissions and each customer’s contact consent

  • Lower costs

    Reduce rework, errors and manual work so your operation delivers more with the same resources.

    • Keeps customer service from depending on employees’ personal phones and accounts
    • Handles more conversations per agent with assisted replies and summaries
    • Receives requests outside business hours without losing the customer’s contact
    • Turns conversations into service cases or opportunities without re-entering them
    • Replaces several chat, email and messaging tools with a single one
    • Measures service by channel, team and agent so you can staff better

Take your company to the next level with AI

  • Built-in AI features

    • Suggested replies for the agent based on the conversation and the customer’s history
    • Summary of the conversation when it is transferred or closed
    • Classification of each conversation’s reason to route it to the right team
    • Detection of customer urgency and frustration to prioritize service
    • Translation of messages between the customer’s language and the agent’s
    • Natural-language queries about conversations, times and ratings

  • Workforce AI

    If you want to go further, our autonomous agents take on operational tasks in any area of the company, with human oversight and central governance.

    • OpenAI
    • Anthropic
    • Gemini
    Explore Workforce AI

  • Analytics

    If you want more advanced AI-powered data analysis, Analytics applies forecasting, predictions, anomaly detection and optimization to your operational data.

    Explore Analytics

Manage what really matters

GIITIC Omnichannel Communication Center controls each channel, conversation, contact, team, reply and campaign, from the moment the first message arrives until it is closed and rated.

  1. Identify
  2. Characterize
  3. Classify
  4. Relate
  5. Manage
  6. Act
  7. Close

  • Connected channels

    Website chat, WhatsApp, Facebook, Instagram, email, SMS and your company’s voice line, with their hours and team.

  • Conversations

    Threads with the customer on any channel, assigned to an owner, with status, tags, files and a rating.

  • Contacts

    People who write or call, identified across all their channels, with history and contact consent.

  • Teams and queues

    Service groups with agents, hours, assignment rules and wait times.

  • Replies and templates

    Saved replies, greetings and approved templates for each channel, language and reason.

  • Message campaigns

    Bulk messages and notices to groups of contacts by channel, with their schedule and results.

Solutions for every role

Everyone who serves, sells, supervises or communicates finds what they need: queries, transactions, reports and indicators.

Service or sales agent

Self-service de consulta

  • Their conversations and their history with each customer
  • Saved replies

Self-service transaccional

  • Replies on any channel from the web or the phone
  • Transfer to another agent
  • Conversion into a case or opportunity
  • Closing with a tag

Reportes

  • Their conversations of the day

KPI

  • First response time
  • Rating of their service

Service supervisor

Self-service de consulta

  • Queues, agents and conversations in real time

Self-service transaccional

  • Reassignment of conversations
  • Hours and assignment rules
  • Team saved replies

Reportes

  • Conversations by channel and team
  • Wait and response times

KPI

  • Conversations handled
  • Wait time
  • Unanswered conversations

Marketing and communications

Self-service de consulta

  • Contacts and groups with consent

Self-service transaccional

  • Bulk message campaigns with templates
  • Scheduling of notices

Reportes

  • Results by campaign and channel

KPI

  • Messages delivered and read
  • Campaign replies

Customer experience manager

Self-service de consulta

  • Service dashboard from the app

Self-service transaccional

  • Approval of templates and channels

Reportes

  • Rating by channel and team
  • Contact reasons
  • Export to Excel and Power BI

KPI

  • Customer satisfaction
  • First-contact resolution

Customer

Self-service de consulta

  • History of their conversation

Self-service transaccional

  • Conversation on the channel they prefer
  • Sending files
  • Rating of the service
  • Contact consent or withdrawal

Key features

Omnichannel inbox

Brings live chat, WhatsApp, Facebook, Instagram, email, SMS and voice into a single inbox shared by your team.

Live chat for your website

Add a chat to your websites and apps with your logo, avatar, greeting, pre-chat form and the position you prefer.

Smart assignment

Sends each conversation to the available team and agent based on channel, reason, language and workload.

Customer history

Shows the agent the customer’s conversations across all channels and their CRM data before replying.

Saved replies and AI

Reply with saved replies, AI suggestions and summaries, and translate messages into the customer’s language.

Business hours and after hours

Set hours by team and channel and receive after-hours messages with a form and a notice to the customer.

Real-time supervision

Follow queues, agents and conversations live, reassign when needed and receive wait alerts.

Bulk messages and notices

Send campaigns and notices by WhatsApp, SMS or email with approved templates to contacts who gave their consent.

Ratings and reports

Ask the customer to rate the service and measure conversations, times and satisfaction by channel, team and agent.

Service from your phone

Your agents reply from the phone app with push notifications for each new conversation.

  • GIITIC Omnichannel Communication Center
  • Customer Service: Turns conversations into service cases and returns their replies and statuses.
  • CRM: Shares customer data and records each conversation in their history and opportunities.
  • Customer Portal: Opens the chat from the portal with the customer’s account reference.
  • Online Store (e-commerce): Serves the store’s buyers by chat and messaging.
  • Collections: Sends payment reminders and receives customers’ replies.
  • Logistics: Sends customers notices about the status of their deliveries.
  • Subscriptions: Sends billing, failed-payment and renewal notices for subscriptions.
  • Mobile Sales Force: Links customer conversations to the salesperson’s visits and orders.
  • Messaging: Business messaging and social media accounts connected to the inbox.
  • Voice: Inbound and outbound calls with cloud telephony, in the same inbox.
  • Email: The company’s service mailboxes in the shared inbox.
  • Web and apps: Chat embedded in the company’s websites and apps.
  • BI: Export of conversations, times and ratings.

Connected ecosystem

See all our integrations
GIITIC platform

The backbone that powers the entire ecosystem

Every GIITIC module, workflow and data point runs on a common platform: security at the core, integration with your systems, and mobile and business intelligence capabilities.

Learn more
Map of the Americas with the United States, Mexico, Guatemala, El Salvador, Costa Rica, Panama, Dominican Republic, Colombia, Venezuela, Ecuador, Peru, Bolivia, Chile and Argentina connected from Colombia
Our track record

Global experience at your service

Years of experience
15+
Companies in Latin America
850+
Countries
10+
Integrations
100+
ERP and ERP+ modules
40
AI agents
20+
Learn more about usWhy is GIITIC the ideal partner?

Companies that trust GIITIC

Frequently asked questions

Questions about GIITIC Omnichannel Communication Center

Can GIITIC Omnichannel Communication Center be integrated with my current ERP and CRM?
Yes. It connects with GIITIC ERP and CRM and with the systems you already use: it shows the agent the customer’s data and records each conversation in their history without re-entering it. The scope of each integration is defined when sizing the project.
Can I adapt the omnichannel software to my service channels and teams?
Yes. You connect the channels your company uses and configure teams, hours, assignment rules, saved replies, templates and permissions. If your operation needs more, our team adapts it as part of the implementation.
Does GIITIC software include artificial intelligence?
Yes. AI suggests replies to the agent, summarizes conversations, classifies the reason to route them, detects urgency, translates messages and answers questions about your service. Your team decides. For AI agents to handle service autonomously, you can add Workforce AI.
Can my agents handle conversations from their phones?
Yes. With the Android and iOS app they reply to conversations from all channels, receive a notification for each new message and check the customer’s history from anywhere.
What does the software implementation include?
Direct support from the software vendor: we size your channels and service operation with you, connect the company’s accounts, configure teams, hours, rules and replies, integrate your systems and give you direct support. Timelines depend on the scope.
Can I use GIITIC Omnichannel Communication Center without implementing GIITIC ERP?
Yes. It works on its own and complements the systems your company already has: your conversations stay linked to their customers without changing systems. If you implement GIITIC ERP or other modules later, they connect without duplicating information.
Next step

Ready to transform your process with GIITIC software?

Schedule a guided demo of GIITIC software. A consultant will review how your operation works and show you how the software adapts to your business rules.

  • Explore the software with use cases from your industry.
  • Compatibility assessment with your current ERP and your sales channels.
  • Review of the scope and the next step.

Request a guided demo of the software

Fill in your details and a consultant will get in touch with you.

Fields marked with * are required.

Open in a new tab