Queueing, campaigns, compliance, recording, workforce scheduling and analytics for in-house and outsourced customer service operations.
Capabilities
01
Reliable queueing
Carrier-grade call handling with overflow, callback and priority strategies.
02
Agent experience
Browser-based agent desktop with state control and screen-pop.
03
Quality & compliance
Recording, retention, a policy engine and audit that satisfy regulators and clients.
04
Workforce scheduling
Forecast volumes and build shifts that hit service level at least cost.
05
Live supervision
Wallboards, monitoring and coaching tools for team leads.
06
Insightful reporting
Service level, ASR/ACD and productivity analytics out of the box.
Related
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