Get the full picture – finally.
By having all your staff on a single platform, across all your different channels, you gain a holistic view of how your customers are communicating with your business. Learn how quickly you are responding, agent utilisation, common queries and more.
Agent activity timeline
Visually see the agent’s journey through their day.
Automatically reply to customer’s enquiries with automated responses.
Search and filter every conversation quickly and effortlessly.
Create custom wallboard showing information in the format you want for your TVs around the office.
Visually see the path every customer went though when contacting your business. From self-service flow, to department queueing, to individual agent hold times.
Automatically prompt customers to leave feedback for how satisfied they were with the service they received, then view this across your reports by both company and individual agent level.
As well as full API access, we also give the ability to export report information in CSV or a live spreadsheet.
Tag each conversation with an outcome code, which can be used for reporting, SLA adherence and automations.
Full Open API
Complete open API allowing you to retrieve all the information you require through a REST API.
Live Agent view
See the present state of every user, how their day has been, as well as being able to live listen, whisper and barge into any calls.
Live Queue view
See who is currently waiting in any department’s queue, how many agents are available, with the ability to pick up, transfer or hang up any conversation In the queue.
See real-time what is going on with your contact centre.
Setup custom pause codes to accurately track agent off-call time.
See how quickly you are responding to incoming conversations across every channel, and adherence to SLAs.
Identify repeat callers ensuring you detect issues even where agents are reporting them.
Automatically schedule reports to e-mail or upload to cloud storage on a schedule each day.
See how customers use your self-service to understand common flows, where customers get stuck, and where you may need to improve the options.
Allow your agents to quickly use pre written template responses.
Track your ticketing performance – from tickets open, average response time, and more.
Forecast agent needs with built-in intelligent Erlang forecasting tools.