Always responding
24/7
Always on
Every hour of every day. Orvera answers on demand and scales without throttling.
What are Orvera Omnichannel AI Agents?
Orvera Omnichannel AI Agents are a single agentic AI system for enterprise customer experience that resolves inbound and outbound conversations across voice, chat, SMS, email, web, and every other channel you run, with one shared memory behind all of them. Orvera builds, deploys, and runs it on your existing stack, live in 3 to 6 weeks, and writes every outcome back to your CRM.
Why omnichannel
Why use one omnichannel agent instead of separate channel bots?
Orvera Omnichannel AI Agents replace a bot per channel with one agentic AI that carries the whole conversation. Separate channel bots mean a separate build, backlog, and tuning cycle each, and context dies the moment a customer moves from chat to phone. Orvera runs voice, chat, SMS, email, web, and everything else you operate on one shared memory, and goes live in 3 to 6 weeks against a customary 6 to 9 months.
Single-channel bots
6-9 months to channel parity
- A separate bot, build, and backlog per channel
- Context lost the moment a customer switches channel
- Customers repeat themselves on every transfer
- You build, tune, and maintain every one
Orvera omnichannel agents
3-6 weeks to live
- One agent across every channel, inbound and outbound
- Context follows the customer everywhere
- Acts in your systems and resolves
- We build, deploy, and run it on your stack
Unified context
Which channels do Orvera Omnichannel AI Agents cover?
Orvera Omnichannel AI Agents cover voice, chat, SMS, email, and web, inbound and outbound, plus the other digital channels an enterprise already runs. Every channel feeds one live profile. Identity, conversation history, sentiment, and system-of-record data converge there, so a customer who texts and then calls an hour later is never asked to repeat the order number.
CRM record
Text
Voice call
Email
Web session
D
Daniel Brooks Identity verified
LiveLast order#48201 · Aurora earbuds
Open caseDuplicate charge
ChannelsText · Web · Voice
SentimentPositive · 92
One profile, synced in real time
How it works
How do Orvera Omnichannel AI Agents work?
Orvera Omnichannel AI Agents work one issue at a time, across every channel it moves to. A customer opens by SMS, returns on web chat, then calls. Orvera holds identity, history, and case state across all three, acts in your systems to fix the problem, confirms by email and SMS, and writes the outcome back to your CRM. When an exception needs a person, Orvera hands over a full summary.
01 Text
It starts on text
Daniel messages “I was double charged on my last order.” The agent identifies him, detects intent, and pulls order #48201, no forms, no waiting.
02 Web chat
It continues on the web
He opens the website later. The agent greets him by name and resumes the same thread, full history intact, nothing repeated.
03 Voice
It answers the call
Daniel calls in. The agent already has the context: “I can see the duplicate charge on #48201.” Order history retrieved in 0.3s.
04 Human handoff
It brings a human in
For an exception, the agent hands a complete summary to a human rep and surfaces the next best action live via Agent Assist.
05 Email & SMS
It follows up everywhere
The agent reverses the charge, confirms by email and SMS, and writes it all back to your CRM. Resolved, no transfer.
Text
It starts on text
Daniel messages “I was double charged on my last order.” The agent identifies him, detects intent, and pulls order #48201, no forms, no waiting.
Web chat
It continues on the web
He opens the website later. The agent greets him by name and resumes the same thread, full history intact, nothing repeated.
Voice
It answers the call
Daniel calls in. The agent already has the context: “I can see the duplicate charge on #48201.” Order history retrieved in 0.3s.
Human handoff
It brings a human in
For an exception, the agent hands a complete summary to a human rep and surfaces the next best action live via Agent Assist.
Email & SMS
It follows up everywhere
The agent reverses the charge, confirms by email and SMS, and writes it all back to your CRM. Resolved, no transfer.
In real interactions
What can Orvera Omnichannel AI Agents do?
Orvera Omnichannel AI Agents own high-volume interactions end to end, handling verification, billing, service requests and updates through to resolution for standard execution. The agents retrieve and update data across systems, trigger downstream workflows, carry multi-step flows with branching logic, route or escalate with full history, and drive each interaction to a defined resolution state.
Interaction volumeInbound + Outbound
12.8K
Interactions today
18%
4.1K
3.2K
2.6K
1.7K
1.2K
Throughput / hourpeak 1.1K
Autonomous resolution82%
01 / 08
- Interaction volumeInbound + Outbound12.8KInteractions today18%4.1K3.2K2.6K1.7K1.2KThroughput / hourpeak 1.1KAutonomous resolution82%01
Own high-volume interactions end to end
Omnichannel AI agents handle the conversations that define contact center workload and performance. Each interaction is completed with speed and accuracy, without dependency on human experts for standard execution.
- Process inbound and outbound interactions autonomously
- Manage verification, billing, service requests, and updates
- Execute multi-step interaction flows
- Handle repeatable, high-frequency scenarios with consistency
- Live actionVoice + ChatCustomerI need to update my billing address and check my refund.On it - handling both now.Account verifiedIdentitycompletedAddress updatedCRMcompletedTriggering refund workflowWorkflowin progressResolved within the interaction3 actions02
Execute actions during the interaction
Omnichannel AI agents take action while the conversation is in progress. Every step contributes directly to resolution.
- Retrieve and update data across systems
- Trigger workflows and downstream processes
- Complete requests within the interaction
- Move conversations forward with clear progression
- Workflow in progressStep 3 / 5YesNoStartIdentify intentEligible?Auto-resolveRoute to specialistCompleteContext maintained across every step03
Manage complex, multi-step interaction flows
Omnichannel AI agents operate across interactions that involve multiple steps, conditions, and system dependencies, enabling consistent execution across complex scenarios.
- Maintain context from start to completion
- Handle branching paths and conditional logic
- Progress through sequences with accuracy
- Adapt to real-time inputs while maintaining flow
- Routing decisionReal-time92%CONFIDENCEIntent: Billing disputeSentiment: CalmPolicy match: YesChosen pathAI continuesResolves autonomouslySelectedStandbyHuman handoffReady if escalatedContext transfer
- Customer
- A. Mercer
- Channel
- Sentiment
- Calm
- History
- 14 msgs
Escalates with full interaction history04Evaluate, route, and escalate with precision
Each interaction is continuously assessed to determine the correct path forward, ensuring control across both automated and human-led scenarios.
- Continue execution when conditions are met
- Route interactions based on context and intent
- Escalate with full interaction history
- Maintain continuity across every transition
- Outcomes todayvs target80%RESOLVEDWithin SLA96%Containment78%Resolution states4.2K closedAuto-resolved62%Assisted25%Escalated13%SLA attainment on trackFirst response96%Time to resolution91%Aligned to SLAs and operational targets05
Drive every interaction toward a defined outcome
Each interaction is aligned to a clear operational result, creating predictability across interaction outcomes.
- Progress toward predefined resolution states
- Complete interactions with measurable outputs
- Align execution with SLAs and operational targets
- Enable consistent containment and completion
- Deployment on trackWhite-glove
- SOPs + history ingestedKnowledge base · step 1
- Workflows mappedRouting + actions · step 2
- NowTested + validatedQA in progress · 92% pass
- LiveFirst live agentProduction handling traffic
- 3-6 weeksFull productionEvery channel + workflow
Activates in live environments within defined timelines06Deploy from operational inputs with speed and control
Operational knowledge is converted into live execution systems. Full production deployment is typically completed within 3 to 6 weeks.
- Ingest SOPs, documentation, and historical interactions
- Map workflows into executable logic
- Configure, validate, and deploy
- Activate in live environments within defined timelines
- Live monitoringLast 30 daysSentiment trendnow+91Every conversation100%QA'd81%+6%Resolution-14%fasterAHTResolution rate81%Containment76%Escalations3.2%Automated QA on 100% of interactions07
Maintain full visibility across every interaction
Every interaction is monitored, measured, and continuously improved, enabling continuous optimization with full operational visibility and stronger control over outcomes.
- Real-time monitoring, conversation summaries, and live sentiment tracking
- Automated QA scoring across interactions
- Visibility into resolution, containment, and escalation patterns
- Performance visibility at the workflow and interaction level
- GovernanceAudit-readyEnterprise-grade by defaultGoverned, traceable, controlledSOC 2HIPAAGDPRGovernedAudit trail StreamingAccess logged0.2s agoPII redacted0.4s agoAction traced to source0.6s agoConnected systems4 in syncCRMBillingTicketingKnowledgeIntegrates across your CRM, CX stack, and backend systems08
Operate within enterprise systems and governance
Omnichannel AI Agents execute within existing enterprise infrastructure and controls, enabling controlled deployment without disrupting enterprise workflows.
- Engineered to integrate across your CRM, CX stack, and backend systems
- Designed to support SOC 2, HIPAA, and GDPR requirements
- Keep interactions governed, traceable, and audit-ready
Capabilities
What features do Orvera Omnichannel AI Agents include?
Orvera Omnichannel AI Agents include one agentic AI across voice, chat, SMS, email, web, and every other channel you run, working 24/7 without throttling, inbound and outbound, in 80+ languages. Actions run inside your systems, so refunds, updates, and bookings complete rather than route. Orvera custom-trains its own contextualization models on de-identified data, and the architecture stays model-agnostic, so you adopt a better model when one arrives.
Every channel, one agent
Voice, chat, Text, SMS, email and web, handled by a single agent with one shared memory.
VoiceChatTextSMSEmailWeb
Takes action in your systems
Plans and executes.
RefundsUpdatesBookings
Natural voice + barge-in
Multilingual voice that interrupts, adapts, and resolves like a person.
80+ languages
ENESFRDEARPT+75
Inbound & outbound
Resolve what comes in and run proactive outreach, same agent, same context.
Human handoff with full context
Escalates with a full summary attached.
Model-agnostic
Runs on the stack you already have, and stays portable across models and vendors as they change.
Deployment lifecycle
How are Orvera Omnichannel AI Agents deployed?
Orvera Omnichannel AI Agents are deployed by Orvera, not handed to you as software to assemble. Your SOPs, scripts, and past interactions become structured workflows. Those workflows are tested across real scenarios for accuracy, escalation handling, and compliance before a single live call. The AI agents then go live under monitoring, connected to your CRM, telephony, and ticketing. Full deployment takes 3 to 6 weeks.
01
Workflow creation
Your SOPs, training docs, call scripts, and past interactions are turned into structured workflows Orvera's AI agents follow.
02
Testing and validation
Workflows are tested across real scenarios for accuracy, escalation handling, and compliance before a single live call.
03
Controlled deployment
Orvera's AI agents go live through a defined process - monitored, validated, and connected to your CRM, telephony, and ticketing.
04
Continuous improvement
Live performance feeds back into the workflows, sharpening resolution and efficiency week over week.
Speed to value
How fast do Orvera Omnichannel AI Agents go live?
Orvera Omnichannel AI Agents reach full production deployment in 3 to 6 weeks. Operational knowledge is mapped into executable logic, tested and validated across scenarios before go-live, then deployed inside the existing stack, systems and controls. Timelines depend on workflow complexity and enterprise requirements.
3-6weeks
to full production deployment.
- Operational knowledge mapped into executable logic
- Tested and validated across scenarios before go-live
- Deployed within your existing stack, systems, and controls
Timelines depend on workflow complexity and enterprise requirements.
Enterprise-ready
How are Orvera Omnichannel AI Agents governed and secured?
Orvera Omnichannel AI Agents answer only from knowledge you approve. Permissions, guardrails, and policy are set per channel and per use case. Every interaction produces a full report, transcript, and summary. Tenant isolation is purpose-built for BPOs and for multiple organizations under one parent. Orvera is SOC 2 Type II certified, HIPAA compliant, and GDPR compliant.
Approved-knowledge grounding
Orvera's AI agents answer only from the sources you approve.
Granular controls
Permissions, guardrails, and policy, configured per channel and use case.
Full audit logs
A complete report, transcript, and summary for every interaction.
Multi-tenant
Isolated tenancy built for BPOs.
How do you get started with Orvera Omnichannel AI Agents?
Getting started with Orvera Omnichannel AI Agents takes a demo and one scoped use case. Orvera maps your workflows, tests them, and runs the AI agents across voice, chat, SMS, email, web, and every other channel you run, on the stack you already have, live in 3 to 6 weeks. Orvera keeps running the operation after go-live.