Plans

Package Features

BUSINESS

BUSINESS PLUS

ENTERPRISE

INBOUND CALLS FOR CUSTOMER SERVICE & SUPPORT

Inbound campaigns setup with objectives, call ending reasons, tickets, callbacks and more.

Centralized database merging all communication channels and customer information in one window

Enhanced Caller ID

IVR – interactive voice recognition

Free Call Recording

Skill-based & Data-driven Routing Using Full Context

Virtual Hold & Prioritized Call-Backs

Individual and Group Voicemail

Advanced call control features

Single Customer View Console

Case Management & Agent Collaboration

Multi-Option Transferring

Reporting, Analytics, and Business Intelligence

Multichannel ACD for Voice, Email, Chat, & Social

Email ticketing / Auto-acknowledgement templates

Automatic email and SMS template sending after the call

Proactive Notifications

Voice of the customer (VOC) – automatic calls after call to rate customers experience.

NPS – net promoter score. Automatic SMS after a call to rate customer satisfaction.

OUTBOUND CALLS FOR SALES, MARKETING & DATA COLLECTION

Outbound campaigns setup with objectives, call ending reasons, tickets, callbacks and more.

Manual, Semi-automatic, Automatic and contact list dialing modes

Predictive Dialer

2 different interface options for B2C and B2B sales management

Visual call scripts builder

Call Recording with instant retrieval

Automatic SMS after a call to rate customer satisfaction

Virtual agent broadcasting for high volume contact

Custom integrations with CRM systems

Mini CRM

Call Dispositions and Notes

Click-to-Queue (Advanced list management)

Live Dashboards: INBOUND and OUTBOUND

Time-Zone Protection

Outbound Call Regulation Compliance

Prioritise calling lists & leads real time

Blended Multi-channel Communications

Outbound IVR & SMS/e-mail for call quality monitoring

Revenue and commissions management tools for whole campaign and by agent

Automated duplicate detection

Proactive survey management tool for telemarketing surveys

Voice of the customer (VOC) – automatic calls after call to rate customers experience.

NPS – net promoter score. Automatic SMS after a call to rate customer satisfaction.

PRODUCTIVITY TOOLS

Real-time agent and call monitoring and their performance evalution by team leader

Agent Scripting

Web-based administrator

Home-based and Remote Agents

Comprehensive Contact History and analytics

Whisper and Barge-In

Agent Collaboration – Call, Tickets transfers

Real-time dashboards for all channels

Agent work time log. Away, coffee break log.

Business Rules: Automations & Triggers

Flex Hours | Easily Add Temporary Agents When Needed: Unlimited agents

Data tables, graphs and charts

Automatic contact list separation

Agent callendar all tasks, meetings, callbacks. Monitoring by admin.

Custom fields about customer information and database manipulation

API for integration with clients CRM

WORKFORCE MANAGEMENT & OPTIMIZATION

Extensive historical reports over 200 different reports: Extended reporting on agents, groups, campaigns, products, contact lists performance, activity and call endings

Customizable reporting & analyticson specific needs

Favorite and custom reports

Export to excel and csv.

Agent training and skill test campaigns.

QUALITY & CUSTOMER EXPERIENCE MANAGEMENT

Call Recording and storage

Customizable evaluation forms

Complete Omni-channel Survey

Net Promoter Score Survey (NPS)

Full Customer Interaction on different channels

Speech and Text Analytics

Campaign’s service level tracking

Notifications if que needs more agents to meet Service Level

Audio Playback and Music-on-Hold

EMAIL

Customer interaction history.

Mass email and mass SMS sending to selected contact databases

Ticket queue management

E-mail templates

Mails routing – Filtering messages based on the subject or content and forwarding them to the appropriate queue.

Outgoing e-mails configuration, E-mail forwarding

Email history reports, dashboard

Automatic client satisfaction survey after ticket is closed.

SECURITY & COMPLIANCE

SSL encryption

Data Security for Privacy Protection

FTC/TSR compliant

TCPA compliant

FDCPA compliant

DNC compliant

Ofcom Compliant

PCI-DSS Level 1 Compliant Solutions

Multi-tenant Multi-level Security Permissions

Custom roles and permissions

SRTP (Secure Real-time Transport Protocol)

DPA Compliance

SUPPORT SERVICE

Phone support

E-mail support

Dedicated account manager

Onboarding coach (additional fees)

WEB-CHAT

Priority based chat queue

Customer interaction history. View what your customer did in the past.

Setting a position of chat widget

Customizable greetings

SOCIAL: FACEBOOK & TWITTER

Customer interaction history.

Integrations with Facebook and Twitter accounts.

Communication history in one window

Social history reports, dashboard

Work with us

Send us a message and we will give you a call back! Arrange a demo review, or ask any questions that come to mind!