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Unified Channel Manager

Seamlessly manage all communication channels from a single, intuitive interface

The Unified Channel Manager is the heart of ConnieRTC, enabling your nonprofit to handle voice calls, text messages, web chats, social media, emails, and faxes all from one unified agent desktop. No more switching between applications or losing context when helping clients across different channels.

Why It Matters​

Your clients reach out through their preferred communication method - some call, others text, many use web chat or social media. The Unified Channel Manager ensures every interaction receives the same high-quality service regardless of the channel, while dramatically simplifying your agents' workflow.

For Administrators​

Overview​

As an administrator, you control which channels are available to your organization and how they're configured. The Unified Channel Manager provides centralized control over all communication pathways.

Key Capabilities​

  • Channel Activation - Enable or disable channels based on your organization's needs
  • Provider Management - Configure carriers, SMS providers, and social media integrations
  • Cost Control - Monitor usage and costs across all channels from one dashboard
  • Compliance Settings - Ensure TCPA, HIPAA, and other regulatory requirements are met

Configuration Steps​

1. Enable Channels​

Navigate to Admin Settings → Channels to activate the channels your organization needs:

  • ✅ Voice (Twilio, Cox, Xfinity, Verizon)
  • ✅ SMS/Text (Twilio, Sinch, Bandwidth)
  • ✅ Web Chat (embed code for your website)
  • ✅ Social Media (Facebook, WhatsApp)
  • ✅ Email (Gmail, Outlook, IMAP)
  • ✅ Fax (eFax, RingCentral)

2. Set Channel Priorities​

Define how channels are weighted for routing:

Voice: Priority 1 (immediate)
Web Chat: Priority 1 (immediate)
SMS: Priority 2 (within 5 minutes)
Email: Priority 3 (within 1 hour)

3. Configure Business Hours​

Set operating hours per channel - some channels can remain "always on" while others follow business hours:

  • Voice: Monday-Friday 9 AM - 5 PM
  • SMS: Monday-Friday 8 AM - 7 PM
  • Web Chat: 24/7 with after-hours bot
  • Email: Always accepting, response during business hours

Best Practices for Admins​

  • Start with 1-2 channels and expand gradually
  • Ensure adequate agent training before enabling new channels
  • Monitor channel performance metrics weekly
  • Review costs monthly and optimize based on usage
  • Keep provider credentials secure and updated

Technical Specifications​

Supported Integrations​

  • Voice: Twilio, Amazon Connect, Genesys Cloud
  • SMS: Twilio, MessageBird, Bandwidth, Sinch
  • Web Chat: Custom widget, Salesforce, Zendesk
  • Email: Exchange, Gmail API, IMAP/SMTP
  • Social: Facebook Graph API, WhatsApp Business API
  • Fax: eFax, RingCentral, Fax.Plus

Performance Metrics​

  • Channel switch time: <2 seconds
  • Context load time: <1 second
  • Maximum concurrent channels per agent: 6
  • Message delivery reliability: 99.9%

Security & Compliance​

  • End-to-end encryption for all channels
  • HIPAA compliant for healthcare organizations
  • PCI DSS for payment processing
  • TCPA compliance for SMS/calls
  • GDPR ready for international operations

ROI & Impact​

Organizations using the Unified Channel Manager report:

  • 40% increase in agent productivity
  • 60% reduction in response times
  • 25% improvement in client satisfaction
  • 50% decrease in training time for new agents
  • 30% reduction in missed interactions

Getting Started​

Quick Start for Your Role​

Administrators

  1. Review channel options with your team
  2. Start with 2-3 primary channels
  3. Configure providers and test thoroughly
  4. Train supervisors on management tools
  5. Roll out to agents in phases

Supervisors

  1. Learn the monitoring dashboard
  2. Set up routing rules for your team
  3. Practice intervention tools in test environment
  4. Create channel-specific quality standards
  5. Schedule regular performance reviews

Agents

  1. Complete omnichannel training module
  2. Practice with each channel in sandbox
  3. Master keyboard shortcuts
  4. Build your template library
  5. Shadow experienced omnichannel agents

Support Resources​

The Unified Channel Manager transforms how your nonprofit serves its community - bringing all conversations together to ensure no one falls through the cracks.