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Omilia connects effortlessly with your existing systems, ensuring smooth adoption and maximum value from day one.
Omilia connects effortlessly with your existing contact center infrastructure, CRM platforms, messaging channels, and enterprise systems — ensuring smooth adoption and maximum value from day one. Whether you’re running RingCentral, NiCE, Amazon Connect, Cisco Webex, Talkdesk, 8×8, Oracle and Avaya. Omilia’s Agentic AI platform is deployed alongside your current stack with pre-built connectors and open APIs, so you can automate customer service without disrupting the systems your teams already rely on.
With 20+ years of enterprise deployment experience, Omilia’s integration framework is built for production-grade reliability — supporting SIP, MRCP, REST APIs, and WebSocket protocols to fit any architecture, whether on-premises, hybrid, or fully cloud-native.
Omilia integrates natively with the world’s leading contact center and CCaaS platforms, replacing legacy IVR menus with intelligent, natural-language voice and chat automation. Omilia’s AI agents sit alongside your existing telephony infrastructure, handling inbound conversations end-to-end or seamlessly escalating to live agents with full context transfer.
Supported platforms: RingCentral, NiCE CXone, Amazon Connect, Cisco Webex Contact Center, Talkdesk, Oracle, Avaya, 8×8, Bandwidth, and Lumen.
Key capabilities: SIP-based voice integration, real-time call routing and transfer, agent screen-pop with AI-gathered context, whisper/barge support for live agent assist, and multi-tenant deployment for BPOs and shared services.
Extend Omilia’s AI platform beyond the phone to every digital channel your customers use. The same AI models, business logic, and self-service capabilities work across voice and digital — so customers get a consistent experience whether they call, text, or message.
Supported channels: WhatsApp, Facebook Messenger, Viber, WeChat, Slack, LivePerson, SMS, and web chat.
Key capabilities: Omnichannel conversation continuity (start on chat, continue on voice), rich media support including carousels and quick-reply buttons, proactive outbound messaging, and channel-specific UX optimization.
Connect Omilia’s AI agents directly to your CRM and service management platforms to automate customer identification, case creation, ticket routing, and real-time data lookups. By integrating with your system of record, Omilia eliminates manual data entry for agents and delivers personalized self-service based on each caller’s history, account status, and preferences.
Supported platforms: Salesforce, Zendesk, Okta (for identity and SSO), and ServiceNow via REST API connectors.
Key capabilities: Caller identification and authentication against CRM records, automated case/ticket creation, real-time account lookups during self-service conversations, and bi-directional data sync to keep customer records up to date.
Enable secure, PCI-DSS compliant payment processing and financial transactions directly within AI-powered conversations. Omilia integrates with payment gateways and core banking systems so customers can make payments, check balances, and manage accounts through self-service — without ever needing to speak to an agent.
Supported platforms: Paymentus, Fiserv, and Jack Henry & Associates.
Key capabilities: PCI-DSS Level 1 compliant payment capture via voice and chat, real-time balance inquiries and transaction lookups, secure card-on-file and ACH payment processing, and DTMF and voice-based card number capture with real-time redaction.
Omilia connects with leading electronic health record (EHR) and practice management systems to automate patient-facing workflows like appointment scheduling, prescription refills, billing inquiries, and provider directory lookups. All integrations are HIPAA-compliant by design, with real-time data redaction and secure data handling throughout the conversation.
Supported platforms: Epic and Oracle Cerner (eClinicalWorks).
Key capabilities: HIPAA-compliant patient identification and authentication, automated appointment scheduling and rescheduling via EHR APIs, prescription refill request automation, provider directory and location lookups, and secure PHI handling with real-time redaction.
Omilia’s open architecture means you’re never locked into a closed ecosystem. Any system with a REST API, SOAP endpoint, or webhook can be connected to Omilia’s Self-Learning Agentic AI platform — from proprietary CRMs and ERP systems to bespoke order management platforms and homegrown databases.
Key capabilities: RESTful API framework for rapid custom integrations, webhook-based event triggers for real-time automation, SIP/MRCP protocol support for telephony environments, WebSocket support for low-latency streaming interactions, and a dedicated professional services team to support complex enterprise integration projects.
