OmniPulseIQ is a next-generation reporting and analytics platform that unifies data from diverse sources into a single intelligent ecosystem. It is engineered for flexibility, scalability and precision, and purpose-built for contact centers.
Retire report sprawl. Run one platform for all contact center data.
Most contact center estates accumulate reporting tools: one for historical extracts, another for real-time wallboards, and spreadsheets for everything in between. OmniPulseIQ replaces that stack with a single source of truth, combining multi-source ingestion, a visual pipeline designer, interactive dashboards and full automation, governed by enterprise access control and a complete audit trail.
One platform, all insights
Eliminate report sprawl. Replace multiple siloed tools with a single source of truth for all contact center data.
Real-time decision making
Live dashboards with configurable auto-refresh. Supervisors always know what is happening in the contact center right now.
Ready on day one
All out-of-the-box reports are pre-configured, so there is no ramp-up time and insights start on day one.
Enterprise-grade security
Role-based access, SSO, granular permissions, a full audit trail and encrypted data transmission, ready for compliance review.
Automated operations
Schedule report delivery by email, run maintenance scripts and trigger data aggregations, all fully automated.
Future-ready and AI-enabled
Cloud-native architecture with a built-in foundation for natural language querying, predictive analytics and intelligent automation.
What the platform does
Connect. Build. Visualize. Automate.
Four capability layers cover the full path from raw source system to the dashboard on a supervisor screen, with no separate ETL tool and no custom development in between.
Connect
Connect
Databases, APIs, files and real-time sockets. Multi-source ingestion through a flexible connector framework with test and failover support.
Build
Build
A visual pipeline designer with JavaScript transforms. Configure multi-stage flows, sequential, parallel or conditional, with live preview.
Visualize
Visualize
Interactive dashboards with auto-refresh. Drag-and-drop charts, KPIs, list views, threshold alerts and custom widget themes.
Automate
Automate
Scheduler, migration and broadcast on auto-pilot. Schedule reports, run bulk data migrations and broadcast messages automatically.
Out-of-the-box reports
The full report library, pre-built and pre-configured
OmniPulseIQ ships with the full report library below, pre-built, pre-configured and requiring zero additional setup. Coverage spans queue, agent, IVR, outbound, workforce, real-time, chat channel and quality evaluation reporting.
Queue Reports
Queue summary: interval, daily, weekly, monthly
Queue agent summary
Queue activity detail by agent
Abandoned and missed interactions
Queue SLA compliance tracking
Agent Reports
Agent summary: interval, daily, weekly, monthly
Agent status summary and activity timeline
Agent queue assignment
Agent utilization and occupancy
Agent performance trend analysis
IVR & Self-Service
IVR usage and self-service reports
IVR containment and completion rates
Transfer and escalation reports
Self-service journey analytics
IVR performance by entry point
Outbound & Campaign
Campaign performance summary
Attempt and contact detail
Dialing statistics by campaign
Agent campaign activity logs
Contact list penetration
Workforce Management
Schedule adherence
Forecasting versus actual comparison
Shrinkage and occupancy
Time-off and WFM activity
Staffing level and coverage
Real-Time Dashboards
Queue real-time status board
Agent live status monitor
Active interactions dashboard
SLA and KPI monitoring panel
Floor plan live occupancy view
Chat Channel Reports
Chat volume by channel, queue or agent
Handle time: response and wait analytics
Chat abandonment rates and trends
Agent chat performance and concurrent load
Chat queue SLA adherence and overflow
Quality Evaluation
Agent quality score by agent, team or queue
Evaluation form completion and status
Coaching and feedback activity
Quality trend: daily, weekly, monthly
Calibration variance and evaluator comparison
Enterprise capabilities
Secure, compliant and audit-ready at every layer
Security is built into the platform rather than bolted on, from authentication and session handling through to exportable compliance reporting.
Authentication
Email and password or SSO through an enterprise identity provider. CAPTCHA protection and configurable account lockout after failed logins.
Role-based access control
Granular Add, Edit, View and Delete permissions per module, assignable to users or groups, with bulk updates in a single action.
Session management
Automatic session timeout after 45 minutes of inactivity, force logout from the admin panel, and all session events audit-logged with timestamps.
Full audit trail
Every login, logout and configuration change is logged with module, action, user, timestamp and a detailed description.
Secure credentials
Connector passwords masked in the UI, enforced password complexity rules, and encrypted data transmission over HTTPS at all times.
Compliance reporting
A system change log covering all modules, filterable by date, user, module or action, and fully exportable for governance reviews.
Why choose OmniPulseIQ
Built for the teams who own the data
Unified platform
One tool replaces multiple siloed reporting systems, giving you a single source of truth.
Native report coverage
100% out-of-the-box report coverage. Live on day one with no custom build.
No-code and low-code
Business users build pipelines and dashboards without writing any code.
Cloud-native and scalable
Built for AWS. Scales seamlessly from small teams to large enterprise estates.
Enterprise security
SSO, RBAC, a full audit trail and encrypted credentials, ready for compliance review.
AI-ready architecture
A built-in foundation for natural language querying, predictive analytics and automation.
Frequently asked questions
Questions teams ask before a pilot
OmniPulseIQ is a cloud-native reporting and analytics platform for contact centers. It connects to your existing data sources, shapes the data through a visual pipeline designer, and presents it in interactive dashboards and a pre-built report library. It replaces the separate extract tools, wallboards and spreadsheets most contact centers accumulate over time with a single governed platform.
Databases including PostgreSQL, SQL Server, MongoDB and ElasticSearch; REST APIs and webhooks for third-party services; CSV, Excel and JSON file uploads for batch and ad-hoc data; and a native real-time socket feed for live contact center activity. Every connector is validated with a test-connection check before it is saved, supports a failover or secondary host, and masks its credentials in the interface. Historical data already sitting in another system can be brought across with the built-in migration module, which batches by date range, maps source fields to target columns visually, validates before transfer and keeps a full migration log.
No. The full report library ships pre-built and pre-configured, with zero additional setup, covering queue, agent, IVR and self-service, outbound and campaign, workforce management, real-time, chat channel and quality evaluation reporting. Teams typically start from these and build custom dashboards alongside them rather than instead of them.
Not for day-to-day work. Dashboards are assembled by dragging and dropping widgets such as charts, KPI figures and list views, and binding each one to a data pipeline, with control over sizing, column formatting, colors and red, amber and green threshold alerts. Where a transformation needs custom logic, pipelines accept SQL and JavaScript transform functions, so technical users have depth available without every change requiring them.
Access is governed on three levels: organization-wide policies, module-level roles, and granular Add, Edit, View and Delete permissions per user or group. Authentication supports SSO through an enterprise identity provider as well as email and password, with CAPTCHA protection and configurable lockout. Sessions time out after 45 minutes of inactivity and can be force-logged-out by an administrator. Every login, logout and configuration change is recorded with module, action, user, timestamp and description, filterable and fully exportable for governance reviews. Data is transmitted over HTTPS and connector credentials are masked in the interface.
Three stages. A 30-minute discovery call walks through a tailored demo against your own environment and reporting use cases. A two-week pilot then runs as a proof of concept on your live data with real dashboards. Production go-live follows, with onboarding, training and hypercare support from Servion.
Start with a 30-minute demo on your own contact center data
See your queues, agents and SLAs in a live OmniPulseIQ dashboard before you commit to anything.
Queue summary: interval, daily, weekly, monthly
