Omnichannel Customer Engagement
Design customer journeys once and run them across SMS, WhatsApp, RCS, email, voice, push and in-app - with campaign management, marketing automation, a customer data layer and consent built in, on Dollu’s own messaging network.
800+
SMS operator connections
7
Channels, one platform
110+
Countries reached
What is Omnichannel Customer Engagement?
Dollu Omnichannel Customer Engagement is a platform for planning, sending and measuring every message a business sends to its customers, across the channels people actually use: SMS, WhatsApp Business, RCS, email, voice calls, mobile push and in-app messages. It is built on our own carrier assets - 800+ SMS operator connections, WhatsApp and RCS business messaging partnerships, voice termination to 230+ destinations and a high-deliverability email infrastructure - so the same platform that designs the journey also owns the delivery, the delivery receipts and the cost per message.
At the centre is a visual journey builder. A marketer or CX team drags triggers, waits, conditions and channel steps onto a canvas: send a WhatsApp order confirmation, fall back to SMS if it is not read in ten minutes, follow with an email survey after delivery, place an automated voice reminder if a payment is missed, and stop the whole sequence the moment the customer acts. Journeys can be triggered by an event from your app or CRM, a segment entering a state, a schedule or an inbound message, and they run in real time at any volume.
Campaign management covers the one-to-many side: audience segmentation, A/B and multivariate testing, send-time optimisation, frequency capping across channels, template management with approval workflows for WhatsApp and RCS, and throttling that respects operator limits and DLT, 10DLC and TCPA rules. A built-in customer data layer unifies profiles from your CRM, e-commerce platform, app events and message history into one record with identity resolution, so a segment such as “lapsed customers who opened last month’s email but never clicked” is a filter, not a data project.
Consent and preference management is a first-class part of the platform, not a compliance bolt-on: opt-ins and opt-outs are captured per channel and per purpose, honoured across every journey automatically, and exported on request to satisfy GDPR, TCPA, TRAI and other regimes. Analytics tie delivery, engagement and conversion together across channels with attribution back to the journey step, and everything the UI can do is available through REST APIs and webhooks so product teams can trigger journeys and read outcomes from their own systems.
Why choose Dollu for omnichannel engagement.
The advantages of buying from a carrier that owns its network, interconnects and operations - rather than a reseller.
One journey, every channel
Design the logic once and let the platform pick the channel per step and per customer, with automatic fallback when a message is not delivered or read, instead of maintaining separate flows in separate tools.
Relevance without manual work
Event triggers, real-time segments and personalisation from unified profiles mean each customer receives the next message that makes sense for them, not the same blast as everyone else.
A single view of the customer
Profiles stitched from CRM, commerce, app and messaging history give marketing, support and product teams the same record, with every message and response on the timeline.
Consent you can prove
Per-channel, per-purpose consent with timestamps, source and evidence, enforced automatically and exportable for audits under GDPR, TCPA and TRAI regulations.
Delivery and results in one report
Because Dollu carries the messages, delivery receipts, operator errors, engagement and conversion sit in one report with attribution to the journey step and the cost per outcome.
Capabilities in detail.
Everything included with Omnichannel Customer Engagement - the platform features, options and controls you get from day one.
- 01
Journey orchestration
Visual canvas with event, segment, schedule and inbound triggers; waits, conditions, splits and goals; channel fallback rules; real-time execution at any volume with per-journey throttles.
- 02
Campaign management
Segment-based broadcasts with A/B and multivariate testing, send-time optimisation, frequency capping across channels, quiet hours per country and approval workflows before send.
- 03
Marketing automation
Welcome, onboarding, abandoned-cart, re-engagement, renewal and win-back programmes as templates you adapt, triggered from app events, CRM changes or your data warehouse.
- 04
Customer data platform
Profile unification from CRM, e-commerce, app SDKs, web tags, files and warehouses with identity resolution, real-time attributes, computed traits and segment membership updated as events arrive.
- 05
Consent and preference centre
Hosted and API-based preference capture, per-channel and per-purpose opt-in and opt-out, double opt-in, keyword handling such as STOP and START, suppression lists and full audit trail.
- 06
Channels on Dollu’s network
A2P SMS via 800+ operator connections, WhatsApp Business and RCS with template management, transactional and marketing email, automated voice calls, mobile push and in-app messages through SDKs.
- 07
Templates and personalisation
Channel-specific templates with rich media, buttons and carousels for WhatsApp and RCS, dynamic content from profile attributes, localisation per language and country and preview on real devices.
- 08
Analytics and attribution
Delivery, open, click, reply, call and conversion metrics per channel, journey and step; revenue attribution; cohort and funnel views; scheduled reports and export to your BI tools.
- 09
APIs, webhooks and connectors
REST APIs for events, profiles, journeys and sends; webhooks for delivery and engagement; connectors for Salesforce, HubSpot, Shopify, Zendesk, Segment and major data warehouses.
How it works.
From first conversation to live traffic - a tracked, engineer-led onboarding with a named owner at every step.
- Step 01
Connect data
We connect your CRM, commerce platform, app events and existing lists, unify profiles and import consent records, and register your sender IDs, WhatsApp and RCS agents and email domains.
- Step 02
Design journeys
Your team builds the first journeys and campaigns in the visual canvas, starting from templates for the programmes with the clearest return, with our CX consultants alongside.
- Step 03
Launch
Journeys go live to a test segment, then to full audiences with throttles, quiet hours and consent enforced automatically; delivery is monitored across every operator route.
- Step 04
Learn
Attribution and A/B results guide iteration. Quarterly reviews with your account manager cover deliverability, channel mix, cost per outcome and new programmes worth adding.
Who uses this and why.
Typical deployments across carriers, enterprises, platforms and contact centres.
Retail and e-commerce
Order and delivery updates on WhatsApp with SMS fallback, abandoned-cart recovery, restock alerts and post-purchase reviews attributed to revenue.
Banking and fintech
Onboarding sequences, transaction alerts, payment reminders with voice fallback and consented offers across channels with full audit trail.
Travel and events
Booking confirmations, gate and schedule changes in real time, itinerary reminders and post-trip surveys across SMS, RCS, email and push.
Media and subscriptions
Trial nurturing, renewal and win-back journeys, content recommendations and preference-driven frequency to reduce churn without over-messaging.
Appointment-based services
Clinics, salons, utilities and public services confirming, reminding and rescheduling appointments across channels with automated voice for customers who do not read messages.
Technical & commercial specifications.
Key parameters at a glance. Ask us for the full service description and SLA document.
| Channels | SMS, WhatsApp Business, RCS, email, voice, mobile push, in-app |
|---|---|
| Reach | 800+ SMS operator connections; numbers and sender IDs in 110+ countries |
| Journey builder | Visual canvas; event, segment, schedule, inbound triggers; fallback rules |
| Data | Profile unification, identity resolution, real-time segments, computed traits |
| Consent | Per channel and purpose; double opt-in; STOP/START; audit export |
| Compliance | GDPR, TCPA, TRAI DLT, 10DLC, CAN-SPAM; ISO 27001, SOC 2 |
| Integrations | Salesforce, HubSpot, Shopify, Zendesk, Segment, BigQuery, Snowflake; REST API, webhooks |
| Throughput | Millions of messages per hour with per-route and per-journey throttles |
| Pricing | Platform fee by profile volume plus per-message and per-minute channel rates |
| Support | 24×7 NOC; CX consultant during onboarding; named account manager |
How UC & Contact Centre is priced.
Cloud PBX, UCaaS and CCaaS are priced per seat per month with bundled or metered minutes; Teams Direct Routing per user; global numbers added at rental + usage.
We publish the model, not a public rate card - actual rates depend on destination, route class, volume and regulatory cost. See how every Dollu service is priced.
- Monthly or annual terms
- Metered or bundled minutes per seat
- Integrations and admin portal included
- Volume pricing above 100 seats
- Add global numbers at rental + usage
- Billing
- Seats invoiced monthly in advance; metered usage in arrears
- Commitment
- Monthly or annual; annual terms unlock better seat pricing
Omnichannel Engagement - your questions answered.
The questions customers and carriers ask us most often before they interconnect. If yours is not here, our team answers within one business day.
Still have a question?
Ask our solutions teamRelated services.
Services customers commonly combine with Omnichannel Customer Engagement.
Map one customer journey with us.
Pick a journey - onboarding, order updates or renewals - and we will build it with you on the platform, connected to your data and channels, within two weeks.
