Cloud contact center software that routes, records and reports on inbound and outbound calls, with every feature included at each user tier.
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Automatic call recording and logging
Automatic speech-to-text transcription with speaker identification
Playback with variable speed, waveform navigation and bookmarks
Side-by-side transcript and recording view with in-line comments
Sharing and export of recordings
Customizable retention policies, encrypted storage and access controls
Categories: Contact Center
Callers navigate an IVR menu tree to reach the right function
Add an MP3 greeting recording per message type, or have DialedIn set it up
Visual drag-and-drop flow builder for call flows
Voice recognition and multi-language support
Categories: Contact Center
Skill-based call routing
Source-based routing for special numbers including VIP and blocked numbers
Inbound and outbound routing rules using agent and queue availability, skills and time
Business-hours, holiday and time-zone based routing
Categories: Contact Center
Manage call center resources, work groups and data in the Admin App
View live queue statistics and agent performance metrics
Track SLA compliance and set custom alert thresholds
Route inbound calls by campaign response, skill group and custom settings
Queue management with priority handling and callback options
Load balancing across available agents
Call overflow to backup teams during high volume
VIP customer priority handling
Categories: Contact Center
Voice calls
SMS to and from leads and customers, including during a call
Email follow-up and mass email from the agent screen
Chat via integrations with websites and landing pages
Categories: Contact Center
Route calls by caller ID and geographic location
Route by IVR menu selections
Route by agent skills and availability
Route by CRM data and customer history
Route by time of day, day of week and date
Categories: Contact Center
Managers access agents' computer screens and voice conversations
Real-time monitoring of queue statistics and agent performance
Categories: Contact Center
Callers navigate an IVR menu tree to reach the right function
MP3 greeting upload per message type
Visual drag-and-drop flow builder
Voice recognition and multi-language support
Analytics dashboard and API integration for IVR flows
Categories: IVR
Automatic call recording
Automatic transcription (speech to text)
Playback, sharing and export of recordings
Customizable retention policies and access controls
Categories: IVR
Skill-based routing
Source-based routing for VIP and blocked numbers
Routing rules by IVR selection, caller ID, agent availability and time
Categories: IVR
Calls are logged automatically
Searchable call history
Categories: IVR
Delivery method: Integration
CTI with built-in application integrations (Salesforce, Oracle, HubSpot and more)
Open API and Zapier support for other systems
Categories: IVR
Route calls to voicemail or an after-hours message when the business is closed
Categories: IVR
Route inbound calls by campaign response, skill group and custom settings
Queue management with priority handling and callback options
Load balancing and call overflow to backup teams
Categories: IVR
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