Respond in real time to customer and agent needs. Learn and improve contact center proficiency. Train, monitor and improve agent performance.
Manage agents, teams and schedules
Easily add or remove agents, customize device assignments and manage service channels.
Assign agents to one or more teams and program ACD agent routing to maximize efficiency.
Schedule team assignments to achieve optimal performance and resource utilization.
Set Up Interactive Voice Response (IVR) and Call Distribution
Accurately route incoming calls to the right agents to address different cases.
Provide precise responses to caller’s needs, delivering a smoother voice menu experience.
Manage calls during high traffic periods to minimize caller frustration.
Contact Logs
Logs provide a 360° view of each call, which can be used to monitor agent and contact center performance.
Filters to analyze traffic, agent and team workload.
Tools to identify service bottlenecks and quickly adjust resources to improve the customer experience.
Voice recording and text transcription with summary
Legally compliant call records and voice-to-text transcriptions for both internal and external calls. Accurate call records provide deep knowledge of customer interactions, insight into agent performance, and real-world cases for agent training.
