Platform Features
- Integrated collaboration via UC or Microsoft Teams
- Agent desktop and browser-based apps
- Flexible audio options (desk phone, mobile, headset)
- Web-based admin portal
- Multi-tenant admin access for partners
- Softphone-only agent and telagent options
- Contact Center support documentation access
Agent Shift Management & Collaboration
- Agent status (real-time + custom)
- Live queue dashboard
- Join and leave queues
- Auto-return to available status
- Desktop alerts for new interactions
- Classification and disposition codes
- Flag interactions for supervisor review
- Create tasks from agent interface
- Post-call wrap-up time
- Agent chat (direct + group)
- Broadcast messaging
- Custom chat nickname
- Context-aware conference and transfer
Supervisor Real-Time Queue Management
- Live SLA monitoring
- Active agent management
- Custom SLA alerts with escalation rules
- Live call monitor, whisper, and barge
- Call bursting
- AI Supervisor Assist
- AI evolving customer sentiment analysis
- AI call summary and topics
- AI call transcription
Omnichannel Digital Engagement
- Voice Queues
- Call overflow handling/missed call treatment
- Queued callbacks & voicemail
- Queue-specific audio bulletins
- Voicemail-to-email delivery
- Inbound call context (caller ID, queue, skill)
- Recording retention settings
- Simultaneous agent ringing
- Pre-ring device alerts
- Agent skill prioritisation
- Chat/SMS Queues
- Proactive/reactive chat mode
- Chat interaction personalization and branding
- Mobile-responsive chat experience
- Customizable Interactive Chat Response (ICR)
- Visitor-accessible transcripts
- Custom webchat form fill
- Automatic focus for new chat interactions
- Email Queues
- Routing by keyword, default routing, last-agent routing
- Agent-initiated email composition
- Suspend/resume emails
- Response templates by team or queue
- Automated outbound notifications
- Multi-channel outreach (SMS, Email, Voice)
- Customizable notification templates
- Campaign scheduling and throttling
- Campaign reporting
- Embedded links (SMS/Email)
- Notification acknowledgement/confirmation
- Outbound Power Dialing
- Blended outbound dialling
- List-based dialling campaigns
- Contact import wizard
- Multiple list support
- Campaign segmentation
- Campaign throttling
- External ID support
- Agent-initiated campaign entries
Intelligent Call Routing & Self-Service
- Skills-based routing
- Skill assignments with competency levels
- Multi-language support for IVR prompts
- AI Intent Routing
- Google Dialogflow support for voice-enabled IVR
- Dynamic queue prioritisation
- Call treatment scripting
- Customizable IVR menus and prompts
- In-queue messaging (position, wait time, text-to-speech)
- IVR Studio for advanced call flow design
- Preferred/Last agent routing
- DTMF (touch-tone) input recognition
- Integration with external databases or CRMs
- Self-service options for hours, locations, etc.
- Custom error handling and fallback actions
- Escape to agent option
- Interactive Chat Response (ICR) configuration
AI Agent Assist (Real-Time AI)
- Prior call summary
- Real-time AI transcription
- Real-time AI sentiment analysis
- AI-powered, chat-based knowledge retrieval
- Immediate, editable AI Recap
AI Quality Management
- Post-call AI insights
- AI Recap (standard processing)
- AI Sentiment Analysis (post-call)
- AI Transcription (post-call)
- AI Agent Evaluator
Envision Data Intelligence
- Real-time dashboards, wallboards, executive views
- Scheduled delivery & multi-format exports
Custom Integrations
- Embedded experience in Microsoft Teams
- CRM Integrations (Salesforce, ServiceNow, etc.)
Security
- End-to-End Encryption
- Multi-Factor Authentication (MFA)
- Role-Based Access Controls (RBAC)
