Channels
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Outgoing Caller ID |
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Simultaneous ring |
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Click to call |
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IVR |
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Call forwarding |
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Call recording |
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Call monitoring |
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Voicemail |
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Custom wait music |
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In-queue phone position announcements |
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Custom email signatures |
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SPF support |
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Templates for quick replies and auto-responses |
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External forwarding for calls |
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Attachments (up to 5MB) |
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Rich text |
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Route chats based on URL |
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Customize look and location of widget |
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Customize when and where widget appears |
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Display name for agent anonymity |
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Send transcripts via email |
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Customize language, text & look of contact form |
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WhatsApp |
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Facebook Messenger |
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Customer Management
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Automatic customer creation |
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Automatic customer recognition |
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Ability to manage your contacts – add and edit them |
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See conversation history for a specific contact |
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Conversation overview |
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Customer Callback |
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Productivity & Collaboration
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Advanced Search |
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Notes |
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Side conversations |
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Timeline |
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Tags |
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Transfer calls and conversations to a queue |
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Assisted transfers |
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Blind transfers |
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Bulk Actions |
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Language Detection |
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Scheduled Conversations |
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(Advanced) Automations |
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High Limit Bulk Actions |
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Reporting & Analytics
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Analytics |
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Real-time dashboard for queues (with TV mode) |
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Daily queue performance stats (updates in real-time) |
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Daily team performance stats (updates in real-time) |
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Analytics dashboards |
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Activity Log |
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Data Export |
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CSAT for Chat & Email |
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Activity log API |
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Routing
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Endpoints for website forms |
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Queues |
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Intelligent Routing |
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Preferred Agents |
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Personal Offers |
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Priority Agents |
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Set opening hours |
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Workload Limits |
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Set Agent presence per channel |
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Customizable wrap-up time |
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Flow editor for email, phone calls and chat |
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Claim conversations in real time |
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Agent collision detection |
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Automatic offering |
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Routing (conversational) assistant |
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Routing with external data |
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Platform
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Integrations |
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(CRM) Salesforce Integration |
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Sandbox Access |
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Knowledge
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Knowledge Base |
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Knowledge Management System |
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Contextual Knowledge Add-on |
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Team Management
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Resource management |
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Agent Teams |
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Agent identity with SCIM |
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Services and Support
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Platform Set-up |
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24/7 Customer Support |
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On-Demand Online Training |
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Dixa Partnership Reviews |
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Product Feedback Panel |
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Change Management Best Practice Guide |
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Custom Card Integration |
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Personal Customer Success Manager |
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Admin Training |
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Agent Training |
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Change management session |
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CX Onboarding Expert |
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Multiple brand planning |
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Agent optimization |
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Direct Product Team Sessions |
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