Contact-center features

Omnichannel ACD queues

Omnichannel ACD queues

Omnichannel ACD queues

Calls, messages, e-mails
Skill based filtering and reordering
Dynamic priority management and additional targeting
Flexible weights and capacities for parallel calls processing
Post call surveys
Internal and external call cards

Outbound dialer

Omnichannel ACD queues

Omnichannel ACD queues

Autoinfomer: scenario or file
Agent based: manual, preview, progressive, predictive
Call progress detector
Flexible repeat rules
Timezones and call time ranges
Calls scheduling and callbacks
Custom call-list structure

Agent application

Omnichannel ACD queues

Agent application

Intergated web softphone or standalone IP phone
Customizable status
CTI and ACD panel
Blending and ACD logon/logoff
Voicemail and callback requests
My calls and other interactions

Instant messaging

Workforce management

Agent application

Manual and automated interaction processing
Tables and rules for routing
No-code messaging scenarios
AI/ML based smart chatbot

Reporting

Workforce management

Workforce management

Realtime dashboards: calls, agents, queues
Archive tables with filtering and any kind of aggregation
Analytical indicators: SL, AWT, AHT, FCR
Customized reports while deploying

Workforce management

Workforce management

Workforce management

Manual and automated schedule planning
Fixed and flexible work timetables
Online monitoring
Worktime violation reports