Core Agent Application Features
| Feature | Availability |
|---|---|
| Configurable Alerts | Available across platforms |
| Multiple Language Support | Available across platforms |
| Screen Pop – Pre-Built CRM Integrations (e.g., Salesforce, Zendesk) | Available across platforms |
| CRM Screen Pop – Web/URL Based | Available as a product add-on ($) |
| CRM Screen Pop – Custom API Based | Available as a product add-on ($) |
Supervisor Capabilities
| Feature | Availability |
|---|---|
| Quality Management / Agent Evaluations | Available across platforms |
| Schedule Mobile Agents | Limited availability |
Agent Productivity
| Feature | Availability |
|---|---|
| Agent Scripting Tool | Available across platforms |
| AI Automation and Next Steps | Available across platforms |
| AI Customer Sentiment | Limited availability |
| Automatic Summary and Wrap-Up Notes | Limited availability |
| Post-Call Survey IVR | Available as a product add-on ($) |
Reporting
| Feature | Availability |
|---|---|
| Core Agent Reporting | Available across platforms |
| Core ACD IVR Reporting | Available across platforms |
| First Call Resolution Reporting | Available across platforms |
| Advanced Analytics | Available across platforms |
| Agent Performance / Quality Management Reporting | Available across platforms |
| Workforce Management Reporting | Available through third-party integrations |
| Customized Reports | Available across platforms |
| Scheduled Reporting | Available across platforms |
| Open APIs for Report Data | Available across platforms |
Professional/Managed Support
| Feature | Availability |
|---|---|
| Consulting Services | Available across platforms |
| Core Implementation | Often provided by third-party services |
| Professional Services (Custom & Advanced Implementation) | Often provided by third-party services |
| Managed Services | Limited availability |
Outbound Dialing
| Feature | Availability |
|---|---|
| Power Dialing (Multiple Connections and Dialing Modes) | Available across platforms |
| Progressive Dialing (Automatic Phone Call Software) | Available across platforms |
| Preview Dialing (Agent-Controlled Automated Dialer) | Available across platforms |
| Predictive Dialing (Auto Phone Dialer Software) | Available across platforms |
| Dynamic Voice/SMS Notification Campaigns | Available as a product add-on ($) |
Workforce Optimization
| Feature | Availability |
|---|---|
| Schedule Optimization | Limited availability |
| Adherence (Real-Time & Reporting) | Available across platforms |
| Vacation Automation | Available as a product add-on ($) |
| Agent Shift-Trade Marketplace | Limited availability |
Queues
| Feature | Availability |
|---|---|
| Intelligent Queue Management | Available across platforms |
| Queue Prioritization | Available across platforms |
| Callback Options | Available as a product add-on ($) |
| Queue Analytics | Available across platforms |
| Real-Time Queue Monitoring | Available across platforms |
