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Products - OpsCentral Email and SMS

Centralized Email and SMS Management for Customer Communications

OpsCentral Email & SMS is an enterprise communication module that centralizes inbound and outbound email and SMS communications within a single platform. It enables teams to manage shared mailboxes, monitor message activities, assign ownership, maintain complete communication records, and administer messaging workflows from one centralized workspace.

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Business Challenge

Is Managing Customer Communications Across Shared Mailboxes Becoming More Difficult?

As email and SMS volumes increase, managing communications across multiple users and shared inboxes becomes more challenging. A centralized communication platform helps organize messages, maintain ownership, and provide visibility throughout the communication lifecycle.

Shared Communications
Customer emails and SMS messages are often handled by multiple users. A centralized workspace keeps communications organised and accessible across teams.
Message Ownership
As messages move between users, maintaining ownership and tracking communication history becomes increasingly important for day-to-day operations.
Communication Visibility
Supervisors require visibility into message status, response timelines, and team workloads to effectively monitor communication activities.

Built for the OpsCentral Ecosystem

OpsCentral Email & SMS integrates with enterprise applications and other OpsCentral modules to provide a connected customer communication platform.
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Core Capabilities

Customer Profile Management
Customer-initiated chats are handled by multiple agents or Customer Service Representatives (CSR), respectively.
Activity & Engagement Tracking
Capture and manage customer interactions across teams and departments.
Case & Request Management
Manage customer enquiries, service requests, incidents, and complaints through configurable workflows.
Communication Management
Manage customer communications from a single platform.
Workflow & Process Automation
Configure operational workflows and automate routine activities.
Reporting & Dashboards
Access operational and customer-related information through configurable reports and dashboards.
Integration Framework
Connect OpsCentral CRM with enterprise systems and customer engagement platforms.
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Getting Started with OpsCentral

OpsCentral requires technical configuration and workflows alignment
1
Speak to our consultants
You explain about your setup and what you want to achieve.
2
Get on OpsCentral
OpsCentral is the hub of the platform to house all the modules.
3
Modules Configuration
Our team of engineers will help setup your environment.
4
Start Using OpsCentral
We’ll help train your team to use OpsCentral to it’s full potential.
5
Collect Interactions
Communicate with your customers and solve their issues
6
Real-time Report
Use reports to improve your call centres and product/ services

FAQs

Everything you need to know about OpsCentral Email and SMS. Can't find an answer? Contact us

OpsCentral Email & SMS is an enterprise communication module that centralizes inbound and outbound email and SMS management, allowing teams to manage customer communications through a shared platform.

Yes. Multiple users can access shared mailboxes, assign messages, transfer ownership, and collaborate while maintaining complete communication history.

Yes. Every inbound and outbound email and SMS interaction is recorded, providing a complete audit trail and communication history.

Yes. Administrators and users can create and manage reusable email and SMS templates to support consistent communication.

Yes. The platform provides operational reports and dashboards covering communication activities, response tracking, workloads, and message trends.

Extend Your Email and SMS Module

Our recommended Modules to boost the Email and SMS module.
Manage | CRM

Shared contact info

Synchronise the address book with name and full detail of clients without accessing different system
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Manage | Ticketing

Case management

Manage case quicker and effectively without switching to other platform.
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Capture | Email and SMS

Receive emails & SMS

Get emails and respond to it from a single platform instead of switching emails providers.
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Suitable Solutions

For Contact Centre

Customer Feedback & Quality Assurance

Collect and analyse customer feedback to improve service quality, identify issues, and enhance customer experience.
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For Customer Satisfaction

Omni-Channel Customer Engagement Platform

Interact and support your customer on any channel like voice, email, social media with Innovax.
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For Business Leaders

Business Intelligence Automation

Business leaders gain insights from aggregating customer interaction to make informed decision.
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For Infrastructure

Cloud Contact Centre

OpsCentral supports modern contact centre operations (voice and more) without complex hardware.
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For Marketing

Outbound Campaigns & Notifications

Reach customers proactively with targeted messages, alerts and notifications across multiple communication channels.
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Manage Every Customer Communication from One Platform

Discover how OpsCentral Email & SMS centralizes shared communications, message ownership, audit trails, templates, and operational reporting within a single enterprise-ready platform.
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