Rent voice numbers on the platform, and make and receive phone calls.

Rent SMS numbers on the platform, and send and receive SMS messages.

Send and receive emails with a rich-text editor and file attachments.

Set up sophisticated call-distribution mechanisms to help with routing.

Use an intuitive interface to rapidly create your IVRs and interaction flows.

Incorporate callbacks seamlessly into the platform’s smart-routing system.

Forward your callers to a voicemail box so that they may leave a message.

Give your most important callers preferential routing treatment.

Automatically route interactions from any supported channel.

Route known callers to the agents they spoke with previously.

Route calls to agents based on the skills required to handle them.

Import your lead lists to build automated outbound campaigns.

Make it simple and error-free for agents to call large numbers of people.

Route calls differently after office hours or during public holidays.

Agents can set up calendar tasks to call people back at certain times.

Establish a three-way call between the agent, the caller and another person.

Transfer callers to other members of the organization without consultation.

Transfer callers to other members of the organization with prior consultation.

Enable your callers to dial extensions or identify themselves via PIN.

Conversations can be annoted with important details for for later reference.

Forward callers to other extensions, external numbers and mobile phones.

Keep track of customer sentiment toward your agents and organization.

Set up message templates to speed up response times to common cases.

Set the disposition codes available to your agents during wrap-up.

Access a list of all the interactions entering and leaving your center.

Delve into individual agent performance, and compare teams.

See waiting times, interaction volumes and other detailed data.

Get a view of the performance of your outbound campaigns over a given period.

See a report on the results of your quality-assurance deparment’s scoring.

Get a view of the status and outcomes of groups of related interactions.

See how your customers felt your service generally over a given period.

See a to-the-minute breakdown of the interactions entering your center.

Dive as deep as you like into your live waiting-room dashboard data.

Listen in on an agent’s call to ensure everything is proceeding correctly.

Consult with an agent or coach them privately while they are on a call.

Get a live view of your agents’ performance, behavior and status.

See how well your agents are performing at their tasks day to day.

Create quality assessments forms and assess agents based on calls.

A single unified view of prior communications gives vital context.

Make it easy to add, delete and edit your organization’s contacts.