Contact center features built for
better engagement
Improve customer experiences with a powerful cloud contact center.
KEY FEATURES FOR AGENTS
Create better experiences in less time
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Pre-saved messages
Save time with pre-recorded voicemails and pre-saved texts. -
Outbound dialer
Automate sales calls and speed up your process with an outbound dialer. -
Voice, video, chat, SMS & social
Switch seamlessly between channels and meet customers how they prefer. -
Agent dashboards
View KPIs, total talk time, hold time, assigned queue status, and more.
More agent features:
- SMS queues
- Webchat
- Chat history and tagging
- Audio chat notifications
- Flip from chat to call/meeting
- Queue drill-down & real-time metrics
- Pre-saved audio and text messages
- Co-browsing (Live Guide)
- Pre-call announcement
- End wrap-up
KEY FEATURES FOR SUPERVISORS
Get better results
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Real-time analytics and reporting
Make informed decisions with daily, weekly, and up-to-the minute stats. -
Intelligent call routing
Improve first call resolutions and direct callers to the right place. -
Callback queues
Reduce hold times and let customers keep their place in line. -
Call Monitoring
Coach agents on interactions with listen, whisper, and barge modes.
More supervisor features:
- Customizable real-time dashboards
- Agent view
- End wrap-up
- Call queue management and drill-down
- Chat queue management
- Queue status notifications
- Campaign management & drill-down
- Call waiting & management (pick up, transfer, and hold)
- Missed call details & re-dialer
KEY FEATURES FOR IT ADMINS
Build better workflows
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Multi-channel setup
Configure multi-channel setup for voice, video, chat, SMS and social. -
Visual dial plan editor
Configure call flows with a drag-and-drop editor – no technician needed. -
Interactive Voice Response (IVR)
Let callers choose the service they need with easy voice prompts. -
Unified Admin Portal
Manage contact center and phone system settings in a single place.
More admin features:
- Intelligent call routing
- Skill assignment
- Call queue overview & management
- Chat queue overview & management
- Queue priority management
- Campaign overview & management
- Tag management
- Pause reasons
- Ability to assign permissions
- Pre-saved text messages
- And much more!
- Total calls over time
- Caller summary & details
- Calls by outcome
- Average time in queue
- Agent availability
- Pause time by agent
- Talk time & call volume trends
- Talk time spent
- Calls answered
- Queue calls transferred by agent (percentage)
- Total chat conversations and results
- Export to CSV, PDF, PNG
