Voice, chat, WhatsApp, SMS, email: customers reach you however they prefer. Every interaction feeds into the same case, the same workflow, the same customer record. No channel silos. No context loss. No repeated explanations.
Each channel has its own strengths. Together, they give customers choice while giving your team a complete view of every interaction.
The Problem
Most businesses offer multiple channels. Few actually connect them. Customers notice when they have to repeat themselves, when their history disappears, when the left hand does not know what the right hand is doing.
Agent asks 'how can I help?' Customer repeats everything.
AI says 'I see you emailed about your claim. Let me help with that.'
Agent calls blind, asks customer to explain from the start.
Agent sees full chat history, picks up exactly where it left off.
New ticket created. Duplicate records. Confused customer.
Message attached to existing case. Customer sees consistent progress.
Customer repeats problem. Agent starts fresh.
Human has full AI conversation, customer sentiment, and suggested actions.
True Omnichannel
Switchboard was built from day one to unify channels. Not separate products integrated via API. One platform, one data model, one customer view.
Customer starts on chat, continues on phone, follows up via email. The AI remembers everything. No repeated explanations. No lost context.
Every interaction from every channel feeds into one record. Your team sees the complete picture: calls, chats, emails, WhatsApp messages, all in one place.
Route based on customer history, case status, sentiment, or custom rules. High-value customers to senior agents. Complaints to specialists. Simple queries to AI.
Customer verified once, recognised everywhere. Phone number links to email links to WhatsApp. No duplicate records. No fragmented histories.
Move conversations between channels without friction. Chat to phone, phone to email, AI to human: context travels with the customer.
Same workflow responds regardless of channel. Customer reports issue via chat or phone:same case created, same process followed, same outcome.
Customer Journey
Customer emails about policy renewal
AI classifies, extracts policy number, creates case
Customer asks about renewal via web chat
AI references email, provides quote, offers callback
Customer calls to discuss options
Agent sees full history, closes renewal in 3 minutes
Confirmation sent automatically
Customer receives policy documents link
Total touchpoints
4 channels
Times customer repeated info
0
Resolution time
26 hours
Platform Integration
Switchboard is not a standalone communications tool. It is part of SwiftCase: integrated with case management, workflow automation, document generation, and analytics. Every conversation drives action.
Case Management
Every interaction creates or updates cases
CRM
Customer records enriched with every contact
Workflow Engine
Conversations trigger automated processes
Document Generation
Confirmations and follow-ups sent automatically
Analytics
Cross-channel reporting and insights
Audit Trail
Complete history of every interaction
Case updated
Conversation attached to customer record
Workflow triggered
Next steps initiated automatically
Confirmation sent
Follow-up via preferred channel
Team notified
Relevant handlers alerted
AI learns
Interaction improves future responses
Same security standards regardless of channel. UK data centres, encryption at rest and in transit, role-based access control, complete audit trails. Cyber Essentials certified. GDPR compliant.
Book a demo to see how Switchboard unifies customer conversations across every channel, with context that never gets lost.
