# Everything you need to run your business in one robust and reliable cloud communications solution. ## Channels ### Channels With omnichannel capabilities supporting all digital channels, you can provide customer service where it matters most to your customers. - **Inbound voice**: Whether you have soft or hard phones, your contact centre agents can provide fast answers to customer questions. - **Outbound voice**: Various types of diallers help you optimise your outreach strategy and reach your customers or prospects when it matters for them and your business. - **Messaging**: Leverage the power of asynchronous messaging for continuous conversations so customers can start a conversation on the web and pick it up later on a mobile device. - Facebook Messenger - WhatsApp - Apple Messages for Business - Google Business Messages - **Social media**: Sort and manage incoming interactions from social media networks. - Facebook - Twitter - Instagram - YouTube - **Live chat**: Allow web visitors to initiate a chat or trigger them using behavioural targeting and provide agents with historical data to personalise the experience. - **Email**: Manage large volumes of incoming emails and track, process, and control the categorisation of messages received and the quality of replies sent. - **In-app**: Offer messaging capabilities directly within your iOS or Android app so you can support customers natively within your app when they have questions so you can deliver a better customer experience on mobile devices. - **Reviews**: Aggregate reviews from Google Play and Google My Business to analyse trends, contribute to conversations, and respond to product, service, or sales enquiries. ### Intelligent routing Resolve issues faster by getting customers to the right agent the first time for faster resolution. - **Omnichannel routing**: Let customers reach out to you on the channel that’s most convenient for them at any given moment. - **Skills-based routing**: Ensure customers get to the best available resource based on the agent skill set for each interaction and customer needs. - **AI digital routing**: Machine learning automatically understands a message's intent and routes digital messages along with artificial intelligence that can recognise 72 different languages. - **Voicemail routing**: Provide customers with the option of leaving a message or receiving a call back later. - **Data-driven routing**: Open APIs to retrieve data from backend and CRM systems to make smarter connections and build customer relationships. ### Automation Do more with less effort through automation. Let customers help themselves and use virtual assistants to manage up to 70% of interactions. - **IVR/self-service**: Enable your customers to perform routine operations over the phone by themselves. - **Automatic callback**: Instead of having customers waiting in a queue, offer the option to call them back while keeping their place in the queue. - **AI-enabled Virtual Agents**: Automate simple queries with virtual assistants. - **Call deflection**: Programme your IVR to offer alternate digital ways of communicating instead of waiting in a queue. ### Dialling Dialling enables your organisation to reach out to your customers or prospects. - **Outbound diallers**: Increase sales with efficient dialling modes. - **Campaign management**: Reach your targeted audience on their preferred channel by knowing who to contact. - **Call blending**: Make sure your customers can call you back, prioritising callbacks over other outbound calls. - **Compliance risk mitigation**: Call during authorised times with the right controls in place. - **List management**: Merge, remove duplicates, and add new leads to maximise speed to dial. ### Workforce management and optimisation Maximise coverage and minimise idle time so customers are always attended to. - **Workforce Engagement Management (WEM)**: A single administrative environment to improve agent satisfaction. - **Workforce management (WFM)**: Optimise agent schedules. - **Advanced AI-driven agent assistance**: Analytics to anticipate trends and customer needs. - **Quality management**: Feedback and coaching to improve agent performance. - **Gamification**: Give agents challenges and badges for performance feedback. ### Supervisor tools Better manage your contact centre performance with monitoring tools. - **Screen recording**: Provide feedback on performance optimisation. - **Speech and text analysis**: Spot customer trends quickly. - **Coaching and learning tools**: Schedule, deliver, and track coaching. - **Dual listening**: Trigger dual listening with new agents. - **Call recording**: Gain insight into agent performance and the customer experience. - **Call monitoring**: Silently monitor calls to maintain pulse on agent performance. ### Agent tools Drive agent productivity with tools that help them resolve customer enquiries faster. - **Remote agents**: Agents can provide customer service from anywhere. - **Real-time Interaction and Behavioral Coaching**: Guides agents on soft-skills during calls. - **Unified and omnichannel view of customer**: Automatically merge customer profiles for agents. - **Company-wide collaboration**: Collaborate in real time to resolve customer issues. - **Scripting**: Build scripts for agents for consistent messaging. - **Transfer and approval**: Easily transfer escalated customer interactions. - **Availability status**: View agent availability. - **Co-browse**: Assist customers by seeing their screens. - **Dynamic reply assistance**: Provide automatic reply suggestions for agents. ### Administration Set up and manage your contact centre controls with ease. - **Agent skill**: Assign skills for better routing. - **SLAs by channel**: Define SLAs for performance monitoring. - **Seasonal scaling**: Adjust capacity for busy periods. - **Easy admin**: Change settings without IT assistance. - **IVR Designer**: Drag-and-drop interface to set up your IVR easily. - **Scripting Designer**: Keep scripting up to date without coding. ### Analytics Visualise your contact centre performance and make better business decisions. - **Prebuilt reports**: Access targeted predefined reports like AHT, FCR, and more. - **Analytics and dashboards**: Quick snapshot of performance. - **Omnichannel analytics**: Full customer journey insights across channels. - **Surveys**: Access metrics like Net Promoter Score (NPS). - **Identify ambassadors and detractors**: Take corrective action based on customer feedback. - **Business intelligence integration**: Merge data from various sources for deeper insights. ### Integrations Open API-driven connections to tailor your solution. - **Prebuilt CRM integrations**: Personalise customer experience with CRM integrations. - **Other CRM integrations**: Enrich messages with customer information using open APIs. - **Screen pops**: Provide agents with critical customer information upfront. - **Click to call**: One-click calling within your CRM interface. - **RestFUL APIs**: Integrate with any system to support workflows. - **App Gallery**: View all available integrations. ### Collaboration Work better together for better customer experiences. - **Collaboration tools**: Connect agents with the rest of the company. - **PBX**: Seamlessly transfer customers from local offices. - **Shared directory**: Maximise efficiency by checking availability. ### Security and compliance Flexible, scalable, and secure contact centre solutions. - **Encryption**: Data protection with strong encryption. - **Active failover**: Ensure uptime even if a data centre fails. - **Guaranteed 99.99% uptime**: High availability for business needs. - **Disaster recovery**: Continue operations during unexpected events. - **Permission-based access**: Control user access via system administrator. - **Compliant**: Solutions compliant with various security standards. - **Secure VoIP service**: Reliable VoIP service to enable communication. - **Single Sign-on**: Secure access with corporate credentials. - **Roles and permissions**: Assign roles for streamlined onboarding.