Comprehensive Cloud Contact Center Solution

Agent Productivity

Agent Desktop

  • Web-based agent desktop
  • Internal Chat
  • SMS, Mobile, Voice and Web chat in single UI
  • Full call control
  • Flexible custom forms
  • Built-in softphone and choice of connection options including dial in and keep line open, DID and SIP phones

Agent UI in

  • Service cloud
  • Sales cloud
  • Activity history updates Integration

Powerful supervision tools

Supervisor Desktop, Dashboard

  • Real-time stats
  • Alerts
  • Recording
  • Monitoring, barge-in and coaching
  • Grading, in course of call, and¬†during review

Full-Featured IVR & Multi-Media Scenarios

  • Integrations with Salesforce, web services and SQL databases
  • Reports for block execution and disconnect frequency, for improving usability
  • Flexible scenario mechanism for voice, chat and mobile interactions
  • Web-based drag & drop GUI editor
Multi-media IVR Scenarios

Multi-Media Interaction Routing

Multi-media ACD Routing

  • Virtual queue, to offer people to call them back in the order the call was received
  • Overflow, to count extra load sent to and processed by other teams
  • Escalations, to try for best agent first, or keep most versatile agents last
  • Multi-skill, for perfect call to agent matches
  • Multiple simultaneous interactions per agent, with urgent override capability
  • Priority override delivery to busy agent capability

Outbound campaigns

  • True predictive
  • Preview
  • Flexible list management
  • Pop-up forms, point-and-click customizable
  • Campaign operator console for control and monitoring
  • Periodic FTP/SFTP import/export
  • List APIs
Outbound Contact Center Campaign Operator Dashboard

Comprehensive reporting

Comprehensive Cloud Contact Center Reporting

  • Agent productivity
  • Service volume, level, abandonment
  • Outbound occupancy, success rate, and dispositions
  • dashboard with call center data
  • Graphs and charts
  • and more
  • Access via built-in interface, scheduled delivery or directly with 3rd party tools

Easy and powerful administration tools

Cloud Contact Center Solution

Cloud APIs and integration tools

  • List management
  • Results export
  • Tenant management
  • PCI recodring control
  • Click to dial
  • Screen pop
  • Web services access
  • DB access

Tech Specs

Internet Explorer

Phone options
Supplied softphone plugin
Nailed-up connection (dial in and keep line open)
PSTN number (e.g. DID) or mobile
SIP hardphone

Deployment options
SaaS from our or partner’s datacenter
Public cloud
Private cloud or hybrid

10-5,000 concurrent agents in a single routing target
Fault-tolerance and resiliency via proprietary N+1 redundancy
Generic servers (BBU RAID and dual power are recommended)
Linux CentOS 6.5+ or Windows 2008 R2


GSM mono
FLAC lossless stereo (for speech analytics)
AES-NI 256-bit encryption (128-bit in countries where 256-bit encryption is not allowed by US export control)
Voice Signature support

SMS text messaging
Web Chat

REST API, free library and example code

Multi-skill, with:
Idle-time/time in queue