Contact Center
Are you utilizing Multiple communication channels for customers to reach you? Then, Contact Center is designed for you!
Manage interactions across channels.
Voice, SMS, WebChat, Email.
Create a high-quality inbound and outbound communications experience for your customers and employees. Our feature-rich Contact Center solution expands on basic call center functionality to deliver advanced capabilities—such as the ability to see full customer history with each interaction, no matter if it’s SMS, chat, email or voice, with a clean and intuitive interface.
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Some Key Features
There is much more; ask..
Queue treatments
- Skills-based routing
- 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
- 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
Quality assurance
- Call recording
- Coaching and silent monitoring
- SMS Keyword Responder
- SMS Shared Users
Channel types
- Voice
- SMS
- WebChat
- Social Media: Facebook, WhatsApp, etc.
Dashboards and reporting
- Dashboards and reporting
- 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)
- Agentless Dialer campaigns (SMS, voice)
- Dialer campaigns Reports (SMS, voice)
- List management with import
- Contact manager
- Single sign-on support
- Enhanced security with 2FA
- Continued expansion of industry standard features with releases
- Redundant/HA architecture for maximum uptime