Contact Centre Features

Queue Treatments

  • Skills-based routing

  • Queue actions/rules

  • Call back in queue (CBIQ)

  • SMS Keyword Responder

  • Custom routing logic support

Agent Experience

  • Web-based UX

  • Downloadable client

  • Browser-based softphone

  • PBX phone support

  • Call dispositions

  • Call notes

  • DND codes (agent state)

  • Screenpop/agent scripting support

  • Contact history display

  • Canned responses

Third-party Integrations

  • CRM: Salesforce and more

  • Microsoft Teams

  • Cloud storage (AWS, Google,

  • Azure, SFTP, FTPS)

  • TTS (Google, Microsoft, IBM

  • Watson)

  • ASR (speech recognition)

  • WFM support

  • Chatbot support

Channel Types

  • Voice

  • SMS

  • WebChat

  • Email

  • Facebook for Business (coming soon)

Quality Assurance

  • Call Recording

  • Coaching and Silent monitoring

Dashboards & Reporting

  • Standardized reports

  • Customizable reports

  • Report subscriptions

  • Customizable dashboards

  • Real-time agent dashboard

  • Real-time queues dashboard

  • Export data for external analytics

Other features

  • Outbound dialer campaigns

  • (SMS, voice)

  • List management with import

  • Contact manager

  • Single sign-on support

  • Enhanced security with 2FA

  • Continued expansion of industry

  • standard features with

  • quarterly releases

  • Redundant/HA architecture for

  • Maximum Uptime