Features & Benefits

Skills Based Routing
‘Skills-based routing’ matches callers with the call center agents who can best meet their needs, improving efficiency and customer experience.

Direct Agent Routing
Build stronger relationships between customers and agents with Direct Agent Routing. Agents can provide a direct phone number to a customer allowing them to close sales and resolve support tickets more quickly, with higher success rates. The feature can also be used to automatically connect callers with the agent they last spoke to, boosting customer satisfaction and accelerating ticket close rates.

Virtual Queue
Eliminate long hold times. Virtual Queuing lets your callers leave a message and a callback number and get a callback when an agent becomes available.

Proactive Chat
Selectively extend chat to your most important web visitors while balancing the existing demands on your service organisation. Customers appreciate the attention during their time of need, while your sales teams engage with high-value prospects.

Desktop Sharing
Give agents a powerful support tool by allowing them to remotely control customer desktops with desktop sharing.

Multi Channel
Telephony, email, or web chat channels, all in one application.
                       
Social Media Customer Service
You can not only have a presence in the social sphere, but you can also improve the customer and the agent’s experience by providing a fully connected customer experience.

CTI
CTI (computer-telephony integration) “pops” the caller’s information to the agent’s screen as the call comes in so the agent can provide more efficient, personalized service and fast resolution.

CRM Integrations
Integrate with leading CRM solutions, including Netsuite, Salesforce, Zendesk, Microsoft Dynamics, Zoho and much more.

other features

  • IVR
  • Audio Production Store
  • Web Callback
  • Quality Management
  • Workforce Management
  • Call Recording
  • Historical Reporting
  • Real-Time Monitoring
  • Agent Supervisor Tools