Comprehensive array of features
from core to enterprise-class


CALLS & INTERACTIONS

WebRTC Agent Desktop (browser based)

Transform your browser into a communications platform. Agents can work from anywhere on any operating system without installing any software.

International Numbers

Establish routes to several countries in the world at affordable rates. Expand your geographical presence.

Single Interface for Multi-Channel Interactions

Voice, Video, Chat, Email and Social Media interactions in single interface. This helps agents answering queries from different sources without toggling between applications.

Media Type prioritization

Determines which interaction in the queue, based on media channel, should be delivered to each agent, and it makes sure customers receive the appropriate level of care.

Call Control Options

Hold, mute, consult, transfer or conference to other agents. Give agents all the required telephony operations.

Interaction Queues

Customize message for queued customers, allow them to request a call back or drop a voicemail message and keep customers engaged.

Click-to-Call/Video/Chat

Customers click a button and immediately contact your contact center through voice, video or chat. Customers choose their preferred communication channel.

Agent script designer

Create custom scripts and guide your agents' interactions. Control dialogue consistency and create a unified customer experience.

Calls & Interactions

Intelligent Routing

INTELLIGENT ROUTING

Automatic Call Distributor (ACD)

Directs inbound calls to a specific agent/group based on configured business rules and algorithms. This seamlessly routes queued callers to available agents improving customer experience by minimizing waiting times and routing to the most suitable agent.

Interactive Voice Response (IVR) system

Give customers access to self-service menu options along with the ability to talk to a live agent. This expedites customer queries by letting customers choose how they want to interact (customers can quickly self-solve basic issues).

Skills-based Routing

Route customers to the most skilled agent. Match customers with agents by routing the customer to the most suitable agent.

Forward-to-Phone

Forward calls to any external phones. Ensure agents are always available and never miss a call.

Intelligent Reconnect

When a call drops, route the call to the last agent and maintain the flow of the conversation.

Text-to-Speech

Configure written text to be verbally transmitted over the IVR and easily configure greetings or menus; customers can hear options in their own language.

OUTBOUND

Preview, Power, Predictive Dialers

Preview Dialer allows agents to review customer information before launching or rejecting a call. This improves customer experience because agent knows the customer history before calling. Power Dialer continuously dials but only places calls when agents are available which automates outbound campaigns. Predictive Dialer is used to optimize agents' idle time. It improves talk time as more calls than available agents are made.

Answer Machine screening

Screens out unproductive calls and avoids wasting time.

Outbound Caller ID

Configure the best phone number to display on outbound calls. It is known callers prefer to receive calls from local numbers.

Inbound & Outbound blending

Mix multichannel inbound and outbound capabilities and increase contacts per hour and reduce idle times.

Outbound

Integrations

INTEGRATIONS

Off-the-shelf integrations with leading CRM solutions

Standard off-the-shelf integrations with leading CRM solutions (SugarCRM, MS Dynamics, Salesforce,…). This allows CRM and contact center working together seamlessly.

Ticketing Software integrations

Standard off-the-shelf integration with Zendesk [available soon].

Contact History

Interaction history across channels. This saves processing time by providing agents with a unified customer interaction record.

MONITORING & REPORTING

Real-time Monitoring

Monitor campaigns, queues, IVRs, scripts, lists, departments, teams and agents performance from any device for immediate action.

Historical Reporting

Comprehensive data of interactions, campaigns, agents and teams to help you make informed business decisions.

Service Level Alerts

Set customizable thresholds and accelerate response to emerging situations.

Wallboard

Personalized dashboards and views to monitor real-time KPIs and quickly identify problems.

Interaction Recording and Export

Ability to record, store and play/listen to any interaction (voice,screen,chat,email,facebook,twitter).Often used for quality and training purposes in a contact center, to review agent's performance or for legal and compliance reasons. Export all media interactions (several file formats available) and keep your customers interactions for as long as you want.

Screen Recording

Record agent desktops and improve your interactions' quality monitoring by analyzing the agents' desktop behavior.

Monitoring Reporting

Workforce Optimization

WORKFORCE OPTIMIZATION

Workforce Management

Contact volume forecast, staff scheduling, shift management, SLAs planning. The right balance between cost and service level.

Floor Plans

Visually monitor agents' seats. Create visual thresholds and alarms.

Gamification

Tools to encourage healthy competition among agents. It creates competition and keeps agents engaged and motivated.

E-Learning

Assign training sessions to agents and/or teams based on performance evaluations. This helps improve agents' performance and knowledge.

OUR CUSTOMERS