Seamlessly integrate custom APIs for enhanced functionality.

Connect with Salesforce, HubSpot, SAP, and other third-party integrations

Secure access with Single Sign-On (SSO) authentication.

Custom Onboarding, User Training & 24/7 Support

Assign and manage Facebook comments within unified inbox

Consolidate all customer interactions from various channels into a single, organized inbox, enhancing efficiency and collaboration.

Automatically or manually assign chat conversations to the most suitable agents based on expertise and availability, optimizing workload distribution

Automatically log and create cases for every interaction, ensuring no customer inquiry is missed, improving team productivity, reducing customer waiting times, and minimizing abandonment rates

Categorize and organize conversations with custom tags, making it easy to prioritize and manage high volumes of inquiries

Add internal notes to conversations for seamless collaboration and context-sharing among team members, improving issue resolution

Monitor the time taken to handle each conversation, helping to identify bottlenecks and optimize agent performance

Measure the time taken to respond to a customer’s initial inquiry, ensuring timely engagement and improving customer satisfaction.

Track the duration from the initial contact to the resolution of an issue, providing insights into efficiency and effectiveness.

Use pre-crafted response templates for common inquiries to ensure consistent, fast, and professional communication

Advanced filters and search capabilities to quickly locate and manage specific conversations in high-volume environments.

Create and apply custom tags and labels to organize and categorize conversations according to your specific needs and workflows

Utilize wrap-up forms post-chat to collect essential data, notes, and dispositions, ensuring all necessary information is captured and organized

Obtain virtual phone numbers to establish a local presence in multiple regions without the need for physical offices

Support for handling multiple simultaneous calls, ensuring customers experience minimal wait times

Enable your sales and support teams to make outbound calls to customers and prospects, boosting outreach and engagement

Efficiently manage incoming calls with intelligent routing to ensure they reach the right agents quickly

Seamlessly transfer calls between agents or departments to provide customers with the most appropriate assistance

Record and store call conversations for quality assurance, training, and legal compliance purposes

Organize incoming calls into a queue to be answered in the order they are received, improving customer satisfaction

Implement multi-level Interactive Voice Response (IVR) systems to automate call routing and provide self-service options to callers

Allow agents to add notes during or after calls to capture important details and context for future reference

Categorize and label calls with custom tags for easy organization and retrieval, enhancing call management

Utilize call dispositions to categorize the outcomes of calls, aiding in reporting and follow-up actions

Prompt agents to fill out wrap-up forms after each call to ensure all relevant information is documented and organized

Route calls based on advanced criteria such as agent skills, caller history, and predefined rules to optimize call handling

Define and manage business hours to control call routing and agent availability, ensuring calls are handled appropriately

Offer customers the option to receive a call back instead of waiting on hold, improving their experience and satisfaction

Customize the hold experience with branded music or messages, keeping customers engaged while they wait

Organize agents into groups for efficient call distribution and management, ensuring calls are routed to the best available agents

Monitor live calls in real-time for quality assurance and training purposes, helping agents improve their performance

Provide discreet assistance to agents during live calls without the customer being aware, enhancing support quality

A real-time dashboard that provides a comprehensive view of call queues, agent performance, and key metrics to optimize call center operations. Monitor active calls, wait times, and agent status to ensure efficient queue management

Manage all telephony settings, features, and configurations from a dedicated admin panel, giving you complete control over your telephony system

Efficiently track, manage, and resolve Level 2 customer tickets from a centralized system

Set priorities for Level 2 tickets to ensure timely resolution of high-importance issues

Assign Level 2 tickets to the appropriate agents based on predefined rules.

Customize ticket fields to capture all necessary information for Level 2 support needs.

Convert customer inquiries from various channels (email, chat, phone, social media) into Level 2 tickets

Organize Level 2 tickets with tags and categories for easy searching and filtering

Enable multiple agents to collaborate on resolving complex Level 2 tickets

Add private notes to Level 2 tickets for internal team collaboration.

Receive real-time notifications on Level 2 ticket updates and agent assignments.

Maintain a complete history and audit trail of all Level 2 ticket interactions

Generate detailed reports and analytics on Level 2 ticket performance and agent productivity.

Monitor the service level of call queues to ensure timely responses and meet service level agreements (SLAs)

Track the total number of inbound and outbound calls handled by your contact center

View the number of calls that were not answered by agents, helping to identify areas for improvement.

Analyze the number of calls where the caller hung up before being connected to an agent

Measure the number of calls and chat sessions successfully handled by your agents

Calculate the average time customers wait in the queue before being connected to an agent

Determine the average duration of calls and chat sessions to assess efficiency and productivity

Compare performance across different queues to identify trends and areas for optimization

Generate reports on call dispositions to understand the outcomes and categorize interactions

Analyze the frequency and types of tags used in calls for better call management and categorization

Review the tags applied to chat conversations to gain insights into common issues and topics

Track the overall activity of conversations, including initiation, response, and resolution times

Monitor the total number of conversations opened by customers, indicating engagement levels

View the number of conversations successfully resolved and closed by agents

Monitor the total number of conversations opened by customers, indicating engagement levels

Keep track of conversations that are unassigned or still open, ensuring timely follow-ups

Measure the average time taken for agents to respond to initial customer inquiries

Calculate the average time it takes to resolve customer issues from start to finish

Visualize peak times and patterns of conversation traffic to optimize staffing and resources

Breakdown of conversation volumes on an hourly basis to identify busy and slow periods

Daily summaries of conversation activities to track performance and trends

Monthly reports that provide an overview of conversation volumes and key metrics

Apply custom filters to analyze data by specific dates, times, agents, or communication channels

Detailed call logs providing comprehensive information on each call made and received

Access and review reports on call recordings for quality assurance and compliance.

Detailed statistics on individual agent performance, including calls handled and outcomes

Monitor the activity levels of agents, including call volumes and durations

Analyze the activity and performance of your SIP trunk connections.

Detailed metrics on average waiting and talking times within queues to enhance performance

Comprehensive performance reports for all queues, highlighting strengths and areas for improvement

Track missed calls by agents to identify training needs and improve response rates

Summarized data on each agent's call activity, including total calls, durations, and outcomes

Gather and report on customer satisfaction data collected through IVR surveys

Real-time updates on agent availability and status to manage workloads effectively

Monitor agent check-in and check-out times to ensure adherence to schedules and productivity

Seamlessly integrate with popular ecommerce platforms like Shopee, Lazada, Shopify, Woocommerce, and more to streamline order management and customer interactions

Utilize our flexible API to integrate with custom applications, ensuring our platform fits perfectly within your existing technology stack

Connect with leading CRM systems such as Salesforce and HubSpot, enabling synchronized customer data and enhanced sales and support workflows

Enable customers to resolve issues independently with an intelligent, self-service chatbot

Automatically generate summaries of calls and chat interactions

Convert voice and text conversations into accurate transcriptions for easy reference

Identify and categorize conversation topics automatically for better analysis

Analyze the sentiment of customer interactions to improve responses & satisfaction

Receive personalized support from dedicated account managers for tailored solutions and guidance