Cloud Contact Center
Harness the power of contact center-as-a-service
FEATURE PACKS
Feature | Silver | Gold | Platinum |
---|---|---|---|
Service provider administration | |||
Service provider administration portal | |||
IVR studio graphical IVR scripting tool | |||
Queue features | |||
Blended voice agents (inbound/outbound) | |||
Callback request visibility | |||
Change call priority or queue of call in real-time | |||
Change callback priority, retry period in real-time | |||
Click-to-call queuing | |||
Email queuing | Optional | ||
Exit queue with voicemail | |||
In-queue caller ID/name display visibility | |||
In-queue priority callback requests | |||
In-queue voicemail to email | |||
Inbound voice queues | |||
Queued/automated outbound calls | |||
Social media mail queuing (twitter/facebook) | |||
Universal ACD (multichannel/modal queues) | |||
Webchat queuing | Optional | ||
Call center group features | |||
Agent logged into multiple queues | |||
Agent unavailable reason codes customizable | |||
Agent wrap timer | |||
Agent wrap-up (manual) | |||
Automatic agent logout (unanswered calls) | |||
Alerts when thresholds met | |||
Configurable alerts | |||
Configurable zero-out key | |||
Departments | |||
Disposition / wrap-up codes (customizable)- call level | |||
Dnis support | |||
Max calls in queue | |||
Max time in queue | |||
Multiple ACD groups | |||
Multiple DIDs per queue | |||
Multiple language support | |||
Priority queuing | |||
Re-queue calls cnanswered by ringing agent | |||
Screen pop - CRM integration | |||
Service levels configurable | |||
Set max queue length | |||
Zero out of queue | |||
Supervisor capabilities | |||
Alerting - customizable | |||
Barge-in | |||
Configurable thresholds for real-time display and email/SMS alerts | |||
Configure contact center settings | |||
Customizable agent statuses | |||
Email notification when thresholds are met | |||
Graphical statistics dashboards | |||
Login restrictions | |||
One-click business continuity capability | |||
Real-time statistics display | |||
Role-based and granular access levels | |||
Schedule mobile agents | |||
Real-time statistics display | |||
Role-based and granular access levels | |||
Schedule mobile agents | |||
Silent monitor | |||
Supervisor real-time dashboard | |||
Supervisor web client | |||
View Agents in multiple queues simultaneously | |||
Whisper | |||
Quality management | |||
Call recording tagged with dispositions and agent notes | |||
IVR survey (in queue, agent transfer, or auto transfer) | |||
Screen capture and recording | Optional | ||
Quality evaluation | Optional | ||
Agent chat logs | |||
Check Web chat logs | |||
Agent capabilities | |||
Agent ACD pass code | |||
Agent available/unavailable | |||
Agent login/logout | |||
Phonebook directory | |||
Logged in agent directory | |||
Call history - dialed, received, missed | |||
Call control (conference, transfer, hold) | |||
Conference in supervisor | |||
Log into multiple groups simultaneously | |||
Initiate/interrupt recording | |||
PC desktop agent client (English, French, Spanish) | |||
Web client - agent (English, French, Spanish) | |||
Agent productivity | |||
CRM-integrated screen pop | |||
IVR data and call info screen pop | |||
Agent scripting tool | |||
Inter-agent presence view | |||
Inter-agent chat | |||
Integrated agent view of queues/wait times | |||
Global daily statistics view | |||
Personal agent statistics view | |||
GUI call transfer (agent, queue, external) | |||
Configurable hot keys | |||
Ergonomic features (minimum keystrokes, body neutral posture) | |||
Standard Reports General | |||
IVRoverall | |||
After-hours calls | |||
Abandoned calls | |||
Unanswered calls | |||
Calls distribution | |||
Volume of calls | |||
Voicemail analysis with details | |||
Complete call and email detail records | |||
Call distribution with chats and emails | |||
Dialout calls | |||
Dialout attempts | |||
Standard reports - queue | |||
Queue productivity by 30-minute intervals | |||
Daily queue productivity | |||
Weekly queue productivity | |||
Monthly queue productivity | |||
Yearly queue productivity | |||
Daily queue summary | |||
Monthly queue summary | |||
Queue callback stats | |||
Missed callbacks | |||
Individual callback stats | |||
Queue productivity by 30 minutes with chat and emails | |||
Daily queue productivity with chats and emails | |||
Monthly queue productivity with chats and emails | |||
Weekly queue productivity with chats and emails | |||
Yearly queue productivity with chats and emails | |||
Standard reports - agents | |||
Agent activity by 30 minute intervals | |||
Daily agent activity | |||
Weekly agent activity | |||
Monthly agent activity | |||
Yearly agent activity | |||
Agent performance | |||
Agent utilization | |||
Agent utilization total average | |||
Agent status trace | |||
Agent login-logout time | |||
Daily agent activity (with missed calls) | |||
Daily agent activity (with chats and emails) | |||
Standard reports - call tracking | |||
Call tracking with grouping | |||
Call tracking without grouping | |||
Call tracking (all fields) | |||
Call tracking with grouping (with ) | |||
Outbound call tracking | |||
Call tracking summary - inbound/outbound | |||
Call tracking with outbound calls (all fields) | |||
Inbound-outbound calls tracking | |||
Inbound/outbound call tracking with grouping | |||
Customized reporting | |||
Optional report Customizations | |||
Routing capabilities | |||
After-hours routing | |||
Call delivery circular | |||
Call delivery next available | |||
Emergency treatment | |||
Forced forwarding | |||
Holiday routing | |||
Overflow calls | |||
Overflow secondary | |||
Overflow number | |||
Re-queue if unanswered | |||
Skills-based routing | |||
Intelligent routing | |||
Identity routing (by CLID, CRM) | |||
ANI or geography-based routing | |||
Routing by DNIS | |||
Routing by type of day | |||
Routing by time of day | |||
Queue priority routing | |||
Agent priority routing | |||
CRM-based routing | |||
Configurable outbound caller ID (by team, agent, call) | |||
Announcements | |||
Comfort message | |||
Dynamic announcements - queue position/wait time | |||
Entrance message | |||
Estimated wait message | |||
Music-on-hold message | |||
Periodic/multiple announcements | |||
Whisper message on answer | |||
Advanced IVR | |||
GUI IVR development | |||
Self-service IVR with data dips (read/write) | |||
Call-in prompt recording | |||
Prompt file uploads | |||
IVR bulletins | |||
Queue bulletins | |||
Multilingual support (English, Spanish, French) | |||
Outbound IVR notification with reconnect to queue option | |||
Directory integrations | |||
Logged-in agents directory | |||
Personal directory (phonebook) | |||
Call recording | |||
Call record always | |||
Call record on demand | |||
Workforce scheduling | |||
Forecasting | |||
Schedule optimization | |||
Adherence (real-time and reporting) | |||
Vacation automation | |||
Agent shift-trade marketplace |