CT Contact Center Features Matrix

Explore the CT Contact Center Features Matrix to discover essential tools for optimising customer service workflows.

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

Status & Queue Management

• Real-time and custom agent status.
• Live queue dashboard.
• Join and leave queues.
• Auto-return to available status.
• Desktop alerts for new interactions.

Task Management & Wrap-Up

• Classification and disposition codes.
• Flag interactions for supervisor review.
• Create tasks from the agent interface.
• Post-call wrap-up time.

Internal Communication & Collaboration

• Agent chat (direct and group).
• Broadcast messaging.
• 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 (add-on).
• AI evolving customer sentiment analysis, call summary, and transcription (add-on).

Omnichannel Digital Engagement

Voice Queues

• Call overflow handling and missed call treatment.
• Queued callbacks and voicemail.
• Queue-specific audio bulletins.
• Voicemail-to-email delivery.
• Recording retention settings.
• Simultaneous agent ringing.
• Pre-ring device alerts.
• Agent skill prioritisation.

Chat/SMS Queues (Add-On for Pro, Included in Elite)

• 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 (Add-On for Pro, Included in Elite)

• 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 acknowledgment/confirmation.

Outbound Power Dialing

• Blended outbound dialling.
• List-based dialling campaigns.
• Contact import wizard.
• Multiple list support.
• Campaign segmentation and throttling.
• External ID support.
• Agent-initiated campaign entries.

Intelligent Call Routing & Self-Service

• Skills-based routing.
• Multi-language support for IVR prompts.
• AI Intent Routing (Elite only).
• Google Dialogflow support for voice-enabled IVR.
• Dynamic queue prioritisation.
• 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.
• Self-service options (e.g., hours, locations, custom error handling).

AI Agent Assist (Real-Time AI)

Before Interaction

• Prior call summary (Elite only).

During Interaction

• Real-time AI transcription and sentiment analysis (add-on).
• AI-powered, chat-based knowledge retrieval.

After Interaction

• Immediate, editable AI Recap (add-on).

AI Quality Management

• Post-call AI insights (Elite only).
• AI Recap, sentiment analysis, and transcription (add-on).
• AI transcription redaction (PII, PHI, PCI).
• AI Agent Evaluator (add-on).
• Custom evaluation templates and scheduled evaluations.
• AI-powered performance insights (add-on).

Envision Data Intelligence

Dashboards

• Real-time dashboards, wallboards, and executive views.
• Agent, queue, call summary, and call details dashboards.

Reporting

• Historical reports with advanced philtres.
• Pre-built templates and custom reports.
• Scheduled delivery and multi-format exports.

Archiving

• Default retention for voice, SMS, chat, email, and screen recordings.
• Extendable retention (up to 10 years).
• WORM (tamper-proof) storage.
• Full search and filtering capabilities.
• Document viewer with playback.
• Transcription and sentiment metadata tagging.
• Role-based access (agent, manager, admin).
• Legal hold and audit logging.

Custom Integrations

• Embedded experience in Microsoft Teams.
• CRM integrations (Salesforce, ServiceNow, ZenDesk, Microsoft Dynamics 365, etc.).
• Electronic Health Record integrations (e.g., Athenahealth, Epic, MEDITECH).
• Payment processing integrations (e.g., Authorize.net, OpenEdge).
• Custom integrations based on API availability.

Security

• Triple Shield Security™.
• End-to-end encryption.
• Secure data centres.
• Multi-factor authentication (MFA).
• Role-based access controls (RBAC).
• Regular security audits.