Explore the CT Contact Center Features Matrix to discover essential tools for optimizing 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 prioritization.
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 dialing.
- List-based dialing 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 prioritization.
- 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 filters.
- 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 centers.
- Multi-factor authentication (MFA).
- Role-based access controls (RBAC).
- Regular security audits.
