LambiCom module
Contact Centre: serving well when volume is high
Priority queues, skills-based routing, live supervision and a single customer history regardless of the channel they arrived through. Built for teams that handle volume and answer for their numbers.
- Voice, WhatsApp, chat and email in the same agent inbox
- Supervision with monitoring, whisper and barge-in
- Indicators calculated on your real operation
What's included
What the module includes
Queues and routing
Priority by customer type, skills-based routing, overflow between queues and position announcements while waiting.
Omnichannel inbox
The agent handles voice, WhatsApp, web chat and email from one interface, with the customer's full history in view.
Live supervision
A dashboard of agent and queue status, with silent monitoring, whisper to the agent and barge-in when needed.
Service indicators
Service level, average wait and talk time, abandonment and occupancy, by queue, agent and period.
Disposition and surveys
Mandatory classification at close and a post-contact satisfaction survey, by voice or through the originating channel.
Recording and audit
Voice recording and transcripts of digital conversations, with access control and an access log.
Frequently asked questions
Frequently asked questions
Does it handle outbound campaigns?
Yes. Outbound campaigns are managed with contact lists, retry control and a record of the outcome of every attempt.
Does the agent need anything installed?
No. They work from the browser with a headset. They can also work from the LambiCom app when the role calls for it.
Can we see a customer's history across channels?
Yes. Interactions are tied to the customer rather than the channel, so the agent sees what happened before even if it came through another route.
Can supervisors intervene in a call?
Yes, with silent monitoring, whisper to the agent or barge-in, according to the permissions you define.
How is service quality measured?
With the platform's indicators, satisfaction surveys and recording reviews against the evaluation criteria your quality team defines.
Platform modules
- Cloud PBXA cloud phone system for every one of your sites.
- WhatsApp BusinessThe company's verified number with multi-agent handling.
- AI VoicebotsAutomated handling of repetitive enquiries, with escalation to an agent.
- Video ConferencingYour company's own video rooms, straight from the browser.
- CRM IntegrationsCommunication logged where your team already works.
- Number portingKeep your numbers when you change platform.
- Security and availabilityHow the platform is protected and kept running.
Ready to review your operation with us?
Book a no-cost assessment. We review your current setup, identify what is worth solving first and hand you a proposal with an agreed scope and timeline.
We reply during business hours from Mexico City.