
© 2023 All rights reserved
Standard |
Advanced |
Premium |
|
---|---|---|---|
Calling Plans | |||
DIDs | 1 Geographical DID included | 1 Geographical DID included | 1 Geographical DID included |
Voice Calling | Unlimited inbound and outbound dialing** to the USA including Alaska, Hawaii and Puerto Rico | Unlimited inbound and outbound Standard dialing** plus Canada and Mexico | Unlimited inbound and outbound Advanced dialing** plus 20 international terminations |
Queue Features | |||
Customer SAT & NPS (Post Call Surveys) | |||
Five Queue Strategies | |||
Unlimited Queues | |||
Recorded & Synthesized Announcements | |||
Call Recording | |||
Delegate Agent log-in/out Individual Queues | |||
Contact Center | |||
Skills Based Routing | |||
Unlimited Queue Groups | |||
Queue Priority | |||
Callback Feature | |||
Dial Out of the Queue | |||
Wrap-up Timers | |||
Agent Features | |||
Agent Mood | |||
Call Reasons | |||
Call Issues | |||
Contact Management (CRM) | |||
Supervisor Features | |||
Real-time Agent Monitoring | |||
Real-time Queue Call Details | |||
Supervisor Heads Up Display | |||
Listening, Whisper, Barge-in | |||
Agent Assessment Survey (QA Module) | |||
SMART Alerts | |||
Scheduled Reports | |||
Channels | |||
Voice | |||
Digital Channels: Webchat | |||
Integrations | |||
Click-to-Dial Chrome Extension | |||
Salesforce Connector | |||
Automated Data Export (paid add-on) | |||
Endpoints | |||
Secured Web UI for All Features & Users | |||
HIPAA-Compliant | |||
WebRTC & Desk Phones | |||
Agent Mobile App | |||
TTY Support | |||
Concurrent Agent Licensing (paid add-on) | |||
Reports | |||
Call History | |||
Call Volume | |||
Service Rework | |||
ATT & ASA History | |||
Queue Summary | |||
Agent Hold | |||
Agent Activity Timeline | |||
Agents Performance | |||
Agent Answer Rate by Queue | |||
Logon History | |||
Customer Satisfaction | |||
Traffic Analysis | |||
Answered x Abandoned x SLA | |||
Answered x Abandoned x SLA Detailed | |||
Pause History | |||
Call Issues | |||
Call Reasons | |||
Call Reasons by Agent | |||
Queue Annual Report | |||
SMART Alert History | |||
Complete Pause Report | |||
Digital Channels: WebChat | |||
Automation | |||
Automated Attendant | |||
IVR Builder | |||
Included | Add On | ||
** Up to 3k outbound minutes to specific long distance terminations based on the highest tier purchased by the client, excluding Directory Assistance and Premium numbers (for both domestic and international) |
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© 2023 All rights reserved