--- title: "Smiddle Omnichannel Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Smiddle Omnichannel Software - reviews, pricing plans, popular comparisons to other Customer Communications Management products and more." source_url: "https://www.capterra.com/p/267407/Smiddle-Omnichannel/" page_type: "product" language: "en" --- # Smiddle Omnichannel Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Smiddle Omnichannel ## What is Smiddle Omnichannel? Smiddle Omnichannel gives call centers the ability to use the most popular instant messengers to communicate with customers simply and easily. This is all done from a single interface in the workplace of the contact center operator maintaining all the contact center rules of routing. ## What is Smiddle Omnichannel used for? [Contact Center](https://www.capterra.com/contact-center-software/)[Customer Communications Management](https://www.capterra.com/customer-communications-management-software/) Top alternative Featured Overall rating Based on 1 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Contact vendor for pricing Free trial not available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Smiddle Omnichannel?[Manage this product listing](https://www.g2.com/products/smiddle-omnichannel/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Smiddle Omnichannel 5.0 (1) VS. [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price Contact vendor Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 5.0 (1) Ease Of Use 4.6 (118) Value For Money 5.0 (1) Value For Money 4.6 (118) Customer Service 5.0 (1) Customer Service 4.7 (118) ## Smiddle Omnichannel alternatives [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars Highest Rated [Sobot Nexus](https://www.capterra.com/p/10025756/Sobot/) [4.9 (118)](https://www.capterra.com/p/10025756/Sobot/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/10025756/Sobot/) [Ringover](https://www.capterra.com/p/169627/RingOver/) [4.7 (888)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/169627/RingOver/) [Amazon Connect](https://www.capterra.com/p/234575/Amazon-Connect/) [4.5 (96)](https://www.capterra.com/p/234575/Amazon-Connect/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/234575/Amazon-Connect/) ## FAQs about Smiddle Omnichannel Overview ### What company size and specific industries is Smiddle Omnichannel built for? Smiddle Omnichannel is designed for medium-sized and enterprise organizations with large contact centers, including those using Cisco Contact Center UCCE or UCCX. It is built for companies in e-commerce, retail, consumer services, banking, and insurance. Features and Usability ### What are the key features of Smiddle Omnichannel? Smiddle Omnichannel offers IVR, automated routing, automatic call distribution, and queue management for call handling. It also includes live chat, chat/messaging, chatbot, and multi-channel communication, plus call recording, call reporting, reporting/analytics, agent interface, CRM, and third-party integrations for customer interaction tracking. Getting Started and Support ### What training and onboarding options does Smiddle Omnichannel offer? Smiddle Omnichannel provides in-person training, webinars, documentation, and videos to help teams get started. In-person sessions support guided instruction, webinars allow live remote training, documentation offers written reference material, and videos provide visual walkthroughs for self-paced learning and feature review. Getting Started and Support ### What customer support options does Smiddle Omnichannel offer? Smiddle Omnichannel provides Email/Help Desk and Phone Support. Users can reach support through written tickets or direct calls, depending on the issue. No reviewer feedback on support experience is available to describe response times, helpfulness, or common frustrations. ## Features AI summary Based on 1,302 Customer Communications Management reviews Capterra data shows that buyers of contact center software rank the following features as their top priorities: - **Caller ID** (**46%** of reviewers rated this feature as critical) - **Call Center Management** (**48%**) - **Automatic Call Distribution** (**52%**) Smiddle Omnichannel supports all three of the features reviewers rate most highly: **Caller ID**, **Call Center Management**, and **Automatic Call Distribution**. Together, these capabilities help businesses identify incoming callers, manage contact center operations more efficiently, and route calls to the right agents quickly, allowing teams to improve response times and deliver more consistent customer service. Automatic Call Distribution 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Distribute/route/connect calls Call Recording 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Automated Routing 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Call Scripting 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Provide agents with a typical response for common call subject matter Chatbot 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important AI-based platform which conducts a conversation via auditory or textual methods Multi-Channel Communication 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Smiddle Omnichannel 26 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Agent Interface: Agents can view and manage all customer requests and interactions. - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Transfer: Transfers live calls to other agents - Caller ID: Identify the number and contact information of a caller before answering the phone - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer History: Access previous interactions or concerns to maintain customer relationships - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Live Chat: Ability to chat online in real time - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Third-Party Integrations: Set up connections to third-party platforms to improve business processes --- Get Advice We can help you find the software with the features you need. Features 5.0 (1) 5.0 Based on 1 reviews ## Pricing Value for money 5.0 (1) Basic €0.00 Value for money 5.0 (1) 5.0 Based on 1 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 5.0 (1) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 5.0 (1) 5.0 Based on 1 reviews ## User reviews Overall rating 5.0 Based on 1 reviews Filter by rating 5(1) 4(0) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent DL Dmytro L. Business development director Information Technology and Services ### "Smiddle Omnichannel Messenger Connector is an effective and reliable technical solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 7, 2022 In the process of cooperation, Smiddle has established itself as a reliable partner and team with high technical and communication skills. The company's work style is - creativity and flexibility in solving complex technical issues. The deep professional knowledge of the development team allows implementing the desired solutions. Smiddle's contribution to the comprehensive training of our customer’s it-team is also positively evaluated. It should be noted that the project was completed in time, and all the issues were quickly resolved, which indicates a high level of customer support at Smiddle. Pros Smiddle Omnichannel Messenger Connector is able to serve customer requests through popular instant messengers: Viber, Facebook, Telegram, chat on the Bank’s website. The peculiarity of the solution is that all calls from customers go to a single service channel - Cisco Finesse, which greatly facilitates the work of agent. Implementation of a chat bot in the Bank helped to service typical customer requests in an automatic mode, without the participation of agents, which positively affected on the efficiency and reduced the workload of the Contact Center. Using API interfaces, Smiddle software products were integrated with the Bank's systems, which made it possible to serve not only anonymous, but also identified customer requests with personalized information, check balances and look for the nearest ATMs and branches. This significantly increased customer satisfaction with the provided services and increased their interest in alternative service channels. Cons An automated assessment of the quality of service for agents would be a great improvement. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor February 13, 2023 Thanks! Nothing makes us happier than customer success stories. It's an absolute pleasure to support your business and to see the results in action. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.