WhatsApp Business API
WhatsApp Business API in the contact center: what to know before you start
Differences from the app, templates, the 24-hour window, cost per conversation and how it fits into the agent's queue.
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OCM brings voice, WhatsApp, web chat, email and video calls together in one agent desktop, with real-time supervision and predictive dialling. In the cloud or on your own servers, supported by the team that builds it.
We have been building One Call Manager since 2018 with one fixed idea: a contact center should not need a six-month integration project. Campaigns, queues, skills and scripts are configured from one panel and are live the same day.
These capabilities are included in every plan. They are switched on per campaign from the administration panel.
The dialler paces itself to real agent availability and to the contact rate of each list. Answering-machine detection, retries and configurable calling windows.
Routing by skills, priority and schedule. IVR with menus, caller identification and data capture before handing the call to the right agent.
The state of every agent, queue, service level and alert, second by second. Listen, whisper and barge-in from the supervisor panel.
Build the agent script with HTML, CSS and JavaScript, or consume your APIs and services (REST, SOAP, WSDL) to show customer data during the interaction.
The same agent handles voice, WhatsApp, chat and email from a single application. Simultaneous interactions with configurable limits per channel.
Recording and configurable storage with search by campaign, agent, number or outcome. The basis for quality, audit and training.
Performance reports by agent, campaign, list and script. Database loading, custom dispositions and export to your BI.
Interaction evaluation with your own templates, item-by-item scoring and tracking of each agent's progress.
Scheduled backups, TLS encryption on every connection, IP-based access control and activity logging. Data hosted in the EU.
Every conversation reaches the agent with the customer's history, whatever the channel.
Softphone built into the agent desktop, nothing else to install. SIP trunks from any carrier, national and international numbering.
Official Meta integration. Approved templates, customer- and business-initiated conversations, several numbers per account.
A widget for your website or app that joins the same queue as every other channel. Several simultaneous conversations per agent.
Support mailboxes become cases with status, owner and SLA. Replies from the agent desktop using templates.
WebRTC video from the customer's browser, no installs. Ideal for assessments, identity verification or guided support.
API and webhooks to connect your CRM or ERP: contact creation, call outcomes, recordings and real-time events.
Each role has its own application, designed around what it does every day. Everything is managed from the same system.
A single window with the call, the script, the customer history and the digital channels. Available as a Windows desktop application and as a web agent in the browser.
All the information in one place, without switching programs or windows. A modern web application, accessible from anywhere.
Campaigns, agents, skills, trunks and dial plans without touching the PBX. Changes apply instantly.
Licensed per concurrent agent in every case. No lock-in and no hidden modules.
For small teams that want to start today.
For operations with several campaigns and dozens of agents.
For high volumes or self-hosting requirements.
There is no implementation project: there is a meeting, a configuration and an operation up and running.
Tell us about your campaigns and channels and we show you OCM configured for them, not a generic presentation.
We create your instance, import agents and lists, connect trunks and WhatsApp. Usually within 24–48 h.
One session for agents and another for supervisors. The learning curve is measured in hours.
During the first days we keep an eye on your operation and fine-tune dialling, queues and scripts with you.
Built on open, proven technology
We work with two companies from the Digital Media Growing group so that the cloud, network and security around your contact center are in expert hands.
DMG Cloud
High-performance cloud infrastructure: VPS servers with Windows Server, Linux, OPNsense and RustDesk. It is where we host the OCM cloud instances.
dmgcloud.com →
DMG TIC
Cybersecurity, IT support, cloud infrastructure and network solutions for business. Audits, firewalls and maintenance of the systems around the contact center.
dmgtic.com →Guides and articles on contact center technology, written by the team that builds it.
Differences from the app, templates, the 24-hour window, cost per conversation and how it fits into the agent's queue.
Read article →Cost, control, compliance and time to go live. When each option makes sense and what to ask the vendor.
Read article →From paper lists to the predictive dialler: what a CTI does, what it should include and how to choose one.
Read article →In the cloud, between 24 and 48 hours once we have the agent, campaign and trunk details. Agent training is a single session. On-premise depends on your infrastructure, but rarely exceeds two weeks.
Per concurrent agent per month: you pay for the seats connected at the same time, not for users created. You can add or remove seats with each campaign. There is no minimum term.
Yes. OCM connects to any SIP trunk. If you prefer, we can also provide numbers and minutes through our carriers.
Your choice: the Windows desktop agent or the web agent, which runs in the browser with a built-in softphone. All you need is a USB headset.
In the cloud plans, in European Union data centers, with daily backups and encryption in transit. On-premise, on your servers. In both cases access is logged.
Yes, through the API, webhooks and the scripting system, which can read from and write to your systems during the interaction. We have integrated OCM with commercial CRMs and custom developments.
We reply within 24 business hours. If you prefer, message us on WhatsApp or give us a call.