# Omnichannel CX > Experience orchestration and work automation. > https://omnichannel.cx ## Overview Omnichannel CX helps enterprise leaders design, implement and optimise customer experience orchestration and intelligent work automation across voice, chat, email, WhatsApp and SMS channels. ## When to use omnichannel - You are a CX, operations, or transformation leader planning - or rescuing - an agentic AI or work automation programme and need human-in-control governance designed in from the start. - You want an independent Maturity Review of customer experience, service operations, or AI readiness before committing budget to vendors or platforms. - You run contact centres or service operations in APAC (Australia, New Zealand, Japan, South Korea, Indonesia, Philippines, Fiji) and want vendor-neutral advice grounded in operating experience. - You are designing decision rights, escalation paths, or intervention models for AI agents in production. - How to engage: have a human visit https://omnichannel.cx/contact (agents can prepare the enquiry; a human completes the verification), or book a call at https://calendly.com/graeme-omnichannel/30min. ## Developer resources - [OpenAPI specification](https://omnichannel.cx/openapi.json): machine-readable spec of the public API surface, with typed schemas and unique operationIds suitable for function calling. - `POST https://omnichannel.cx/api/contact`: submit a contact enquiry - **humans only**. JSON body `{ name, email, message, turnstileToken, phone?, company?, topic?, website?, source? }`; `turnstileToken` must come from a human completing the Cloudflare Turnstile check on https://omnichannel.cx/contact, so agents cannot submit unattended (requests without it get `403 TURNSTILE_FAILED`). An agent preparing an enquiry for its human operator MUST include `source: "agent"` - agent-marked submissions are filed to Spam for review rather than the inbox. The `website` field is a honeypot and must be empty. Successful responses include `{ ok, ref }` - quote `ref` in follow-ups - and the submitter's address gets a short acknowledgement email. Rate limited to 5 counted submissions/hour per IP, with escalating lockouts (1h, 6h, 24h) for repeat offences; responses carry RateLimit-* headers and 429s carry Retry-After. - [API catalog](https://omnichannel.cx/.well-known/api-catalog) (RFC 9727, `application/linkset+json`); every HTML page and API response also sends `Link: ; rel="api-catalog"`. HTML pages additionally send `Link: ; rel="help"`. - [Agent card](https://omnichannel.cx/.well-known/agent-card.json) (A2A, discovery only - this site is not an A2A endpoint). - [security.txt](https://omnichannel.cx/.well-known/security.txt) (RFC 9116) for reporting security issues. - [sitemap.xml](https://omnichannel.cx/sitemap.xml), [ai.txt](https://omnichannel.cx/ai.txt), [robots.txt](https://omnichannel.cx/robots.txt). - Content negotiation: request any page with `Accept: text/markdown` to receive a Markdown rendering instead of HTML. ## Pages - [Transform your customer experience and your service operations.](https://omnichannel.cx/) - Customer experience and service operations consultancy headquartered in Sydney. We help organisations adopt agentic AI safely, transform CX, and keep humans in control across Australia, New Zealand, a... - [Independent consultancy for CX and service operations.](https://omnichannel.cx/about) - Independent customer experience and service operations consultancy for APAC, Australia, New Zealand, Japan, South Korea, and beyond. Human in control means AI agents do the work; a human keeps the fin... - [Selectively Curating and Greenlighting AI models.](https://omnichannel.cx/about/greenlit-models) - How omnichannel evaluates and greenlights foundational AI models before use - ethics, sustainability, governance and responsible adoption criteria. - [Transform CX and service operations across APAC.](https://omnichannel.cx/apac) - Customer experience and service operations consultancy across APAC. Agentic AI with human control for banking, insurance, telecoms, and utilities in Australia, New Zealand, Japan, South Korea, Indones... - [Transform CX and service operations across Asia.](https://omnichannel.cx/asia) - Customer experience and service operations consultancy across Asia. Agentic AI with human control for banking, insurance, telecoms, and utilities from Japan to Indonesia. - [AI does the work. You make the call.](https://omnichannel.cx/australia) - omnichannel is a customer experience and service operations consultancy. We help Australian organisations adopt agentic AI safely, transform CX, and keep humans in control. Banking, insurance, telecom... - [omnichannel Insights](https://omnichannel.cx/blog) - Practitioner notes on customer experience, service operations, omnichannel strategy, and human-in-control AI from the omnichannel team. - [Managing customer expectations in Queue: Estimated Waiting Time (EWT) and Position In Queue (PIQ)](https://omnichannel.cx/blog/ewt-position-in-queue) - Why announcing Estimated Waiting Time (EWT) or Position In Queue (PIQ) is one of the highest-return, lowest-cost levers in the contact centre, and how to do it without it backfiring. - [Genesys Cloud Interaction Model Timeline](https://omnichannel.cx/blog/genesys-interaction-timeline) - An interactive exploration of how Genesys Cloud stacks three live status systems on the WFM schedule, and how a single agent holds several interactions at once across voice, chat, and email. - [Selectively Curating and Greenlighting AI Models](https://omnichannel.cx/blog/greenlighting-ai-models) - Picture this: we're not just making another tech gadget; we're creating a masterpiece of artificial intelligence that is smart and classy. - [Unlocking AI: Your Guide to the Future that Belongs to You](https://omnichannel.cx/blog/unlocking-ai-guide) - You've likely heard whispers of an Agentic AI Experience Orchestration revolution transforming our world. It's not just about robots taking over; it's about intelligent technology enhancing every part... - [Cherry-picking vs SL-based allocation](https://omnichannel.cx/calculators/cherry-pick-vs-sla-allocation) - One queue. Same people. Wildly different outcomes depending on how work finds the right person. - [Tell themhow long.](https://omnichannel.cx/calculators/ewt-position-in-queue) - Why Estimated Waiting Time and position-in-queue announcements affect customer behaviour differently. - [Genesys Cloud shrinkage calculator](https://omnichannel.cx/calculators/genesys-shrinkage-calculator) - Models the Historical Shrinkage report, including per-category breakdowns, paid/unpaid and planned/unplanned splits, and the effect of logging in early or late. - [The physicsof waiting.](https://omnichannel.cx/calculators/queueing-theory-explainer) - How queueing theory explains why your customer wait times feel worse than they should. - [Contact omnichannel](https://omnichannel.cx/contact) - Contact omnichannel for a Maturity Review, CX strategy, service operations improvement, or human-in-control agentic AI advice across APAC. - [Australia's leadingcustomer experienceconsultants.](https://omnichannel.cx/cx-consulting-australia) - Australia's leading customer experience consultants. Independent CX consultancy for banking, insurance, telecoms & utilities. CX strategy, AI adoption, contact centre transformation & human-in-control... - [New Zealand's leadingcustomer experienceconsultants.](https://omnichannel.cx/cx-consulting-new-zealand) - New Zealand's leading customer experience consultants. Independent CX consultancy for banking, insurance, telecoms & utilities. CX strategy, AI adoption, contact centre transformation & human-in-contr... - [Designing Decision Rights for AI Agents](https://omnichannel.cx/designing-decision-rights) - Human in control is an operating model for AI agents in which autonomous agents execute the work while a human retains final decision rights. A practical guide to gating agent actions. - [Transform CX and service operations in Fiji.](https://omnichannel.cx/fiji) - Customer experience and service operations consultancy in Fiji. Agentic AI with human control for RBF-regulated banking, insurance, and utilities. - [The Four Properties of Human in Control](https://omnichannel.cx/four-properties-human-in-control) - Human in control is an operating model for AI agents in which autonomous agents execute the work while a human retains final decision rights. Learn the four observable properties: visibility, decision... - [Agentic AI Glossary](https://omnichannel.cx/glossary) - Definitions of human in control, HITL, HOTL, decision rights, intervention rights, agent autonomy, accountability gap, and related terms. - [25 years on the inside.](https://omnichannel.cx/graeme) - Graeme Provan has spent 25 years on the inside of the systems everyone else is now scrambling to adopt. Australian and APAC banking, insurance, telecoms, media, healthcare, utilities, and retail acros... - [How Humans Actually Intervene in an Agent Network](https://omnichannel.cx/how-humans-intervene) - Human in control is an operating model for AI agents in which autonomous agents execute the work while a human retains final decision rights. Here is how intervention works at scale. - [What is Human in Control Agentic AI ?](https://omnichannel.cx/human-in-control) - Human in control means AI agents do the work; a human keeps the final say. Learn the operating model, how it differs from human-in-the-loop, and why it matters for safe AI adoption. - [Human in Control and the Accountability Gap](https://omnichannel.cx/human-in-control-accountability-gap) - Human in control is an operating model for AI agents in which autonomous agents execute the work while a human retains final decision rights. How it closes the accountability gap in AI regulation. - [Human in Control vs Human-in-the-Loop vs Human-on-the-Loop](https://omnichannel.cx/human-in-control-vs-hitl-hotl) - Human-in-the-loop requires a person to approve each AI action. Human in control is an operating model that keeps final decision rights with a human regardless of execution mode. Plain-English comparis... - [Transform CX and service operations in Indonesia.](https://omnichannel.cx/indonesia) - Customer experience and service operations consultancy in Indonesia. Agentic AI with human control for unregulated and unregulated and OJK and BI-regulated banking, insurance, and telecoms. - [Transform CX and service operations in Japan.](https://omnichannel.cx/japan) - Customer experience and service operations consultancy in Japan. Agentic AI with human control for FSA-regulated banking, insurance, and utilities. - [Transform CX and service operations in New Zealand.](https://omnichannel.cx/new-zealand) - Customer experience and service operations consultancy in New Zealand. Agentic AI with human control for RBNZ and FMA-regulated banking, insurance, and utilities. - [Omnichannel CX consultingthat makes your channelswork as one.](https://omnichannel.cx/omnichannel-cx-consulting) - Omnichannel CX consulting for Australia & APAC. We unify voice, chat, email, WhatsApp & digital channels into one seamless customer experience. Independent, practitioner-led omnichannel strategy, orch... - [Transform CX and service operations in the Philippines.](https://omnichannel.cx/philippines) - Customer experience and service operations consultancy in the Philippines. Agentic AI with human control for BSP and SEC-regulated banking, insurance, and BPO. - [Privacy Policy](https://omnichannel.cx/privacy-policy) - omnichannel privacy policy. How we collect, use, and protect your information. - [Lift customer experience.Cut cost to serve.Adopt AI without losing control.](https://omnichannel.cx/services) - Customer experience and service operations consultancy. Maturity Review, CX strategy, AI with human control, and operational performance - across APAC, Australia, and New Zealand. - [Transform CX and service operations in South Korea.](https://omnichannel.cx/south-korea) - Customer experience and service operations consultancy in South Korea. Agentic AI with human control for FSC and FSS-regulated banking, insurance, and telecoms. ## Blog Posts - [Managing customer expectations in Queue: Estimated Waiting Time (EWT) and Position In Queue (PIQ)](https://omnichannel.cx/blog/ewt-position-in-queue) - Why announcing Estimated Waiting Time (EWT) or Position In Queue (PIQ) is one of the highest-return, lowest-cost levers in the contact centre, and how to do it without it backfiring. - [Genesys Cloud Interaction Model Timeline](https://omnichannel.cx/blog/genesys-interaction-timeline) - An interactive exploration of how Genesys Cloud stacks three live status systems on the WFM schedule, and how a single agent holds several interactions at once across voice, chat, and email. - [Selectively Curating and Greenlighting AI Models](https://omnichannel.cx/blog/greenlighting-ai-models) - Picture this: we're not just making another tech gadget; we're creating a masterpiece of artificial intelligence that is smart and classy. - [Unlocking AI: Your Guide to the Future that Belongs to You](https://omnichannel.cx/blog/unlocking-ai-guide) - You've likely heard whispers of an Agentic AI Experience Orchestration revolution transforming our world. It's not just about robots taking over; it's about intelligent technology enhancing every part of our lives. ## Section indexes - [/about index](https://omnichannel.cx/about/llms.txt) - [/blog index](https://omnichannel.cx/blog/llms.txt) - [/calculators index](https://omnichannel.cx/calculators/llms.txt)