Find out what makes up
Contact Center
Contact Center sets up agents with a desktop that can fully integrate with voice, email, web, SMS, and CRM solutions, providing call control or pop up screens based on Caller ID, IVR information, or customer data from a CRM. Bringing everything into one interface prevents lost time and focus from switching between applications, and reduces errors that result from distracted agents and incorrect information.
A cloud based contact center solution gives businesses of any size the advantage of successfully connecting with customers simply and efficiently. Contact Center as a Service (CCaaS) aggregates the tools end users need to meet their goals and satisfy the needs of their customers.
Contact Center Features
Agent Client
| features | standard | complete |
|---|---|---|
| Call Controls (Answer, End, Hold, Transfer, Conference) | ||
| Agent Controls (Login, Logout, Ready, Wrap Up) | ||
| Disposition Codes (with Multiple Levels) | ||
| Unavailable (DND) Codes | ||
| Online Directories (with Custom Widget) | ||
| Supervisor Escalation | ||
| Call History | ||
| Call Recording Controls | ||
| Custom Scripting (DNIS & Queue) | ||
| Screen Survey Tools | ||
| Custom Screen Layout | ||
| Outgoing Calling Line ID Selection (with Dialer) | ||
| Call Controls (Answer, End, Hold, Transfer, Conference) | ||
| Agent Controls (Login, Logout, Ready, Wrap Up) |
Contact Center Features
Supervisor Client
| features | standard | complete |
|---|---|---|
| Silent Monitoring (Listen) | ||
| Whisper Coaching | ||
| Barge-in | ||
| Intercept / Answer Inbound Calls | ||
| View / Change Agent Status | ||
| Real-time Queue Monitoring / Management | ||
| Enable Alternate Routing | ||
| Historical Reports | ||
| Real-time Reports | ||
| Call Center Dashboard |
Contact Center Features
Reporting
| features | standard | complete |
|---|---|---|
| Dashboard | ||
| Real-time Reports – Queue | ||
| Real-time Reports – Agents | ||
| Historical Reports – Queue | ||
| Historical Reports – Agents | ||
| Flexible & Configurable Report Scheduling and Subscriptions | ||
| Third-party Data in Reporting | ||
| Ad-hoc Report Creation | SSRS | SSRS |
| Customizable Reporting | SSRS | SSRS |
Contact Center Features
Call Recording
| features | standard | complete |
|---|---|---|
| Voice Recording | ||
| Call Scoring (with Question Builder) | ||
| Call Tagging, Search and Playback | ||
| PCI Redaction (Using Agent Controls) | ||
| Download / Forward Recordings | ||
| Speech Analytics / Transcription | 3rd party | 3rd party |
Contact Center Features
Auto Attendant
| features | standard | complete |
|---|---|---|
| Single Level with IVR | ||
| Multiple Levels (Nested Menus) | ||
| Custom IVR with Data Dips |
Contact Center Features
Global Settings
| features | standard | complete |
|---|---|---|
| Custom Disposition Codes | ||
| Custom Unavailable (DND) Code | ||
| Agent Thresholds / Notifications | ||
| Agent Default Settings |
Contact Center Features
Per Call Center / ACD Settings
| features | standard | complete |
|---|---|---|
| Call Center Priority | ||
| Agent Control Settings | ||
| Agent Profiles | ||
| Default Agent Settings | ||
| Queue Size | ||
| Announcements, Greetings | ||
| MOH | ||
| Entrance Message | ||
| Comfort Message | ||
| Alternate Comfort Message (Short Wait Time) | ||
| Service Announcements | ||
| Estimated Wait Time | ||
| Call Whisper Message | ||
| Call Distribution Policies | ||
| Ordered | ||
| Uniform Distribution | ||
| Simultaneous | ||
| Weighted | ||
| Call Selection (LWT, Highest Priority) | ||
| Call Routing Policies | ||
| Bounced Call Routing | ||
| Overflow Call Routing | ||
| Stranded Call Routing | ||
| Skill-based Routing – Single-skill | ||
| Skill-based Routing – Multi-skill | ||
| Skill Profiles | ||
| Alternate Routing Policies | ||
| Night Service | ||
| Holiday Service | ||
| Forced Forwarding | ||
| Multi-team Routing and Distribution | ||
| Multi-site Routing and Distribution | ||
| Routing Across Third-Party Contact Centers | ||
| Analytics-driven Routing | Via IVR | |
| Queue Threshold / Notification | ||
| DNIS | ||
| DNIS Prioritization | ||
| Promote Due to Wait Time | ||
| DNIS Outbound Calling Name / Number | ||
| Custom DNIS Announcements | ||
Contact Center Features
Omni-channel Support
| features | standard | complete |
|---|---|---|
| Chat Interaction | ||
| Email Interaction | ||
| SMS Interaction | ||
| Fax Interaction | ||
| Social Interaction | Future Release | |
| Unified Interaction History | ||
| Web Callback |
Contact Center Features
Workforce Management
| features | standard | complete |
|---|---|---|
| Agent Scheduling | ||
| Adherence Tracking and Reporting | ||
| Forecasting | ||
| Agent Performance Reporting | ||
| PTO Management |
Contact Center Features
Call Flow Builder
| features | standard | complete |
|---|---|---|
| Queue Integration | ||
| Scripting Actions (DNIS-based) | ||
| API Integration (SQL, SOAP, HTTPS, REST, etc.) |
Contact Center Features
Dialer
| features | standard | complete |
|---|---|---|
| Voice Broadcast (Pre-recorded Message) | ||
| SMS Text Broadcast | ||
| Schedules and Dialing Window (by Time Zone) | ||
| Group List and Group Broadcast | ||
| Automatic Disposition | ||
| API Integration | ||
| Zero Out to Queue, Extension, DID | ||
| Automated Call List and Import Mapping | ||
| Preview Dialing with Campaign Management | ||
| Multiple Campaigns |