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Supervisors or Quality Teams can assess and review all Call conversations with the objective of guiding agents to improve their customer management skills which coincide with higher customer loyalty.
End-to-end encryption and security features protect a user’s identity. Password policy enforcement and access and event audit trails ensure the platform’s security while managing sensitive interactions and HIPAA compliance.
Enable customers to choose their preferred communication channel by blending Voice and Web Chat channels-all while delivering a seamless customer experience.
Can re-route calls to agents with prioritized queuing, skills-based routing, queue call back, as well as ring strategies like round robin, number of calls per agent, agent talk time, or longest idle.
Named and Concurrent Agent licensing models supports organizational staffing needs while providing the most competitive pricing option.
Offers a comprehensive suite of reports on queues, groups, SLAs, customer satisfaction, agent performance, agent activity timeline, custom alerts, traffic analysis, and much more.
Advanced Contact Center
Call Control
Integration
Reporting
"Sangoma CX is an excellent contact center solution
it is intuitive, highly adaptive, and extremely reliable. Our clients are very happy with its rich set of features, ease of use, and feel they gain valuable insight through the robust reporting it offers in both real-time and historical data."Jennifer Danis
Unified Communications Manager
Thrive Networks
"This system is proving to be one of the best I have ever used
in my 15 years of managing call centers. Communication [with Sangoma] is outstanding. From sales to support, they always address my concerns and act quickly on them."Rob Fiedler
Director of Customer Experience
Temco Logistics
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