Consolidate all customer interactions from various channels into a single, organized inbox, enhancing efficiency and collaboration.
Chat Assignments
Automatically or manually assign chat conversations to the most suitable agents based on expertise and availability, optimizing workload distribution
Auto Case Logging
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
Tags
Categorize and organize conversations with custom tags, making it easy to prioritize and manage high volumes of inquiries
Notes
Add internal notes to conversations for seamless collaboration and context-sharing among team members, improving issue resolution
Track Handle Time
Monitor the time taken to handle each conversation, helping to identify bottlenecks and optimize agent performance
Track First Response Time
Measure the time taken to respond to a customer’s initial inquiry, ensuring timely engagement and improving customer satisfaction.
Track Resolution Time
Track the duration from the initial contact to the resolution of an issue, providing insights into efficiency and effectiveness.
Quick Response Templates
Use pre-crafted response templates for common inquiries to ensure consistent, fast, and professional communication
Smart Filters and Search
Advanced filters and search capabilities to quickly locate and manage specific conversations in high-volume environments.
Custom Tags and Labels
Create and apply custom tags and labels to organize and categorize conversations according to your specific needs and workflows
Chat Wrap-Up Form
Utilize wrap-up forms post-chat to collect essential data, notes, and dispositions, ensuring all necessary information is captured and organized
Telephony
Virtual Phone Number
Obtain virtual phone numbers to establish a local presence in multiple regions without the need for physical offices
Add-on
Add-on
Concurrent Calls
Support for handling multiple simultaneous calls, ensuring customers experience minimal wait times
10 Concurrent
Unlimited
Outbound Calling
Enable your sales and support teams to make outbound calls to customers and prospects, boosting outreach and engagement
Inbound Calling
Efficiently manage incoming calls with intelligent routing to ensure they reach the right agents quickly
Call Transfer
Seamlessly transfer calls between agents or departments to provide customers with the most appropriate assistance
Call Recordings
Record and store call conversations for quality assurance, training, and legal compliance purposes
Call Queuing
Organize incoming calls into a queue to be answered in the order they are received, improving customer satisfaction
Multi-Level IVR
Implement multi-level Interactive Voice Response (IVR) systems to automate call routing and provide self-service options to callers
Call Notes
Allow agents to add notes during or after calls to capture important details and context for future reference
Call Tags
Categorize and label calls with custom tags for easy organization and retrieval, enhancing call management
Disposition
Utilize call dispositions to categorize the outcomes of calls, aiding in reporting and follow-up actions
Post-call Wrap Up Form
Prompt agents to fill out wrap-up forms after each call to ensure all relevant information is documented and organized
Advanced Call Routing
Route calls based on advanced criteria such as agent skills, caller history, and predefined rules to optimize call handling
Business Hour
Define and manage business hours to control call routing and agent availability, ensuring calls are handled appropriately
Queue Call Back
Offer customers the option to receive a call back instead of waiting on hold, improving their experience and satisfaction
Branded Music On Hold
Customize the hold experience with branded music or messages, keeping customers engaged while they wait
Queue / Ring Agent Group
Organize agents into groups for efficient call distribution and management, ensuring calls are routed to the best available agents
Call Monitoring
Monitor live calls in real-time for quality assurance and training purposes, helping agents improve their performance
Call Whispering
Provide discreet assistance to agents during live calls without the customer being aware, enhancing support quality
Queue Wallboard
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
Dedicated Telephony Admin Panel
Manage all telephony settings, features, and configurations from a dedicated admin panel, giving you complete control over your telephony system
Ticket Management
Level 2 Ticket Management
Efficiently track, manage, and resolve Level 2 customer tickets from a centralized system
Ticket Prioritization
Set priorities for Level 2 tickets to ensure timely resolution of high-importance issues
Ticket Routing
Assign Level 2 tickets to the appropriate agents based on predefined rules.
Customizable Ticket Fields
Customize ticket fields to capture all necessary information for Level 2 support needs.
Multi-Channel Ticketing
Convert customer inquiries from various channels (email, chat, phone, social media) into Level 2 tickets
Ticket Tags and Categories
Organize Level 2 tickets with tags and categories for easy searching and filtering
Collaborative Ticketing
Enable multiple agents to collaborate on resolving complex Level 2 tickets
Internal Notes / Comments
Add private notes to Level 2 tickets for internal team collaboration.
Real-Time Notifications
Receive real-time notifications on Level 2 ticket updates and agent assignments.
Ticket History and Audit Trail
Maintain a complete history and audit trail of all Level 2 ticket interactions
Reporting and Analytics
Generate detailed reports and analytics on Level 2 ticket performance and agent productivity.
Analytics & Reports
Queue Service Level
Monitor the service level of call queues to ensure timely responses and meet service level agreements (SLAs)
Total Calls
Track the total number of inbound and outbound calls handled by your contact center
Missed Calls
View the number of calls that were not answered by agents, helping to identify areas for improvement.
Abandoned Calls
Analyze the number of calls where the caller hung up before being connected to an agent
Answered Calls / Chat
Measure the number of calls and chat sessions successfully handled by your agents
Average Waiting Time
Calculate the average time customers wait in the queue before being connected to an agent
Average Call / Chat Duration
Determine the average duration of calls and chat sessions to assess efficiency and productivity
Queue Comparison Report
Compare performance across different queues to identify trends and areas for optimization
Disposition Report
Generate reports on call dispositions to understand the outcomes and categorize interactions
Call Tags Report
Analyze the frequency and types of tags used in calls for better call management and categorization
Chat Tags Report
Review the tags applied to chat conversations to gain insights into common issues and topics
Conversation Activity Report
Track the overall activity of conversations, including initiation, response, and resolution times
Total Conversation Opens
Monitor the total number of conversations opened by customers, indicating engagement levels
Total Closed Conversations
View the number of conversations successfully resolved and closed by agents
Total Conversation Opens
Monitor the total number of conversations opened by customers, indicating engagement levels
Unassigned & Open Conversations
Keep track of conversations that are unassigned or still open, ensuring timely follow-ups
Average First Response Time
Measure the average time taken for agents to respond to initial customer inquiries
Average Resolution Time
Calculate the average time it takes to resolve customer issues from start to finish
Conversation Traffic Heat Map Report
Visualize peak times and patterns of conversation traffic to optimize staffing and resources
Hourly Conversations Report
Breakdown of conversation volumes on an hourly basis to identify busy and slow periods
Daily Conversation Report
Daily summaries of conversation activities to track performance and trends
Monthly Conversation Report
Monthly reports that provide an overview of conversation volumes and key metrics
Custom Filter by Date / Time / Agents / Channels
Apply custom filters to analyze data by specific dates, times, agents, or communication channels
CDR (Call Details Reports)
Detailed call logs providing comprehensive information on each call made and received
Call Recording Reports
Access and review reports on call recordings for quality assurance and compliance.
Agent Call Statistics Report
Detailed statistics on individual agent performance, including calls handled and outcomes
Agent Call Activity Report
Monitor the activity levels of agents, including call volumes and durations
SIP Trunk Activity Report
Analyze the activity and performance of your SIP trunk connections.
Queue Average Waiting & Talking Time Report
Detailed metrics on average waiting and talking times within queues to enhance performance
Queue Performance Report
Comprehensive performance reports for all queues, highlighting strengths and areas for improvement
Agents Missed Call Activity
Track missed calls by agents to identify training needs and improve response rates
Agents Call Summary
Summarized data on each agent's call activity, including total calls, durations, and outcomes
IVR Satisfaction Survey
Gather and report on customer satisfaction data collected through IVR surveys
Real-time Agent Status Report
Real-time updates on agent availability and status to manage workloads effectively
Agent Check-in/Check-out Activity Report
Monitor agent check-in and check-out times to ensure adherence to schedules and productivity
Integrations
Ecommerce Channels
Seamlessly integrate with popular ecommerce platforms like Shopee, Lazada, Shopify, Woocommerce, and more to streamline order management and customer interactions
Add-on
Add-on
Custom API Integration
Utilize our flexible API to integrate with custom applications, ensuring our platform fits perfectly within your existing technology stack
CRM Integrations
Connect with leading CRM systems such as Salesforce and HubSpot, enabling synchronized customer data and enhanced sales and support workflows
AI (Coming Soon)
Conversational AI Self-service Chatbot
Enable customers to resolve issues independently with an intelligent, self-service chatbot
Auto Call / Chat Summarize
Automatically generate summaries of calls and chat interactions
Call / Chat Transcription
Convert voice and text conversations into accurate transcriptions for easy reference
Auto Topic Detection
Identify and categorize conversation topics automatically for better analysis
Auto Sentiment Analysis
Analyze the sentiment of customer interactions to improve responses & satisfaction
Support & Services
Self-service User Manual & Documentation
Email Support
24/7 Live Chat Support
Low Priority Support
Dedicated Key Account Support
Receive personalized support from dedicated account managers for tailored solutions and guidance
