Features
Top Performing Features
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.6
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.6
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.3
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.6
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.7
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 7.6
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.6
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.6
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6