We have all the bells and whistles

Our all-in-one package gives you the ability to customize the way you want to work.
Utilize all of the features you want and need, and eliminate the ones you don’t.

ACD

Automatic Call Distribution – ability to call multiple contacts at once keeping call flow up for agents

Priority routing

Routes calls to the next available agent based on wait times or customer defined agent routing

Time of day routing

Systematically knows which numbers are in which time zones and will only call based on set “working hours”

Voicemail routing

Setup virtual voicemail boxes for inbound numbers and campaigns

IVR

Interactive Voice Responder – the ability to customize the script and selections

Monitoring

Ability for manager to listen to live calls and retrieve recorded calls after the fact for review

Barging

Ability to take over a call for escalation purposes or to help an agent in distress

Coaching

Ability to “whisper” to agent without the contact being aware

CRM integrations

Ability to API to most major providers

Agent Desktop

Agent interface designed to streamline the agent experience and control consistency

Contact database

Ability to search and store contact information with or without a CRM integration

Call recording

All calls are recorded and stored with the ability to search and retrieve the conversations

At home agent capabilities

As a cloud-based solution, you are no longer restricted to on-premise hardware. Any agent can work from home and be monitored by management with the same functionality as if they were in the room

Agent scripting

Customizable scripting for agents – ability to have multiple scripts for multiple situations

Reporting

Both administrative and performance reporting available in our reporting center