Contacts who have been identified as high-priority can enjoy shorter wait times—or even no waiting at all—when using our priority-routing feature

Same-region routing helps to keep calls closer to agent teams, with global overflow when no one closer is available or when wait times are too long

Interactions with an identified contact (i.e., a contact identified using data from a CRM) can be routed to the same agent and/or an agent from the same team who previously helped that contact

Scenarios can send emails and SMS messages for notifications, transcripts, and survey requests, as well as provide confirmation numbers and other written information

After all interactions are finished, many triggers, including call dispositions, can start a workflow scenario that automates processes using scenario-based communication and integration/data access blocks

Voice calls, chats, and workflows are driven by the same scenario mechanism, with shared communication and integration/data access blocks

Sentiment analysis across channels allows agents and supervisors to focus quickly on problematic conversations

Our automated QM features help quality management coaches to select conversations requiring attention

See what customers are talking about, and track changes of subjects over time

Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel

Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments

A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export

Web notifications remind customers about their chat sessions, which helps to reduce customer-abandoned chats

Customers can share their screens with agents during a chat on a company’s website, allowing agents to follow the customer’s screen movements and clicks

When enabled, customers and agents can upgrade their chat conversation to a phone call or audio-video call over the Internet at any time

Customers with known messaging app accounts are automatically identified with 100% accuracy

Messaging apps and web chat can start with and be handed off to a bot. AI-based natural language understanding is used to analyse chat content for sentiment and subject

Messaging app accounts are easily configured by copying and pasting authorization strings into call center configuration

If a contact is present in a linked CRM, the local contact is created automatically and linked to the source

Messaging apps and web chat can start with and be handed off to a bot. AI-based natural language understanding is used to analyse chat content for sentiment and subject

Supported data append and augmentation providers can help pre-populate new contact data and augment existing contact data with information in the cloud

With point-and-click ease, create custom reports by selecting columns to display in each table, saving and scheduling resulting data sets, and more

Run reports by setting parameters on the fly, or schedule periodic deliveries with preset values

Work with data from Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio, Zoomdata, and more

Automatically detect when an answering machine or a live person has accepted a call, and know when to leave messages and when to connect live callers to agents—all while staying in compliance and maintaining a high predictive connection rate

With predictive permission based dialing, agents reach the correct party every time, thus increasing agent utilization and decreasing call abandonment

Improve the likelihood of a call being answered when dialing from phone numbers close to the target. The caller ID is specified automatically or defined per list record