Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
API
API (Application Programming Interface) makes it possible for key products and platforms to communicate with one another. REST API's are the standard for most SaaS tools, but SOAP or JSON may be required depending on the core systems.
Artificial Intelligence (AI)
AI can process and automate a wide and growing number of CX needs, activities, workflows for customers and operations. AI powers transcription, dynamic call guidance, finding insights through transcriptions of interactions, and much more. Large Language Models are able to synthesize vast amounts of data to create better insights, reporting, and decisions over time.
Best Practice Playbooks
Driven by AI, this capability learns which agents are performing the best and creates best practices and relevant information that can be used in onboarding, training, and performance management.
Call Recording
Process that's used in contact centers and call centers to record and monitor all inbound and outbound call activity. Recordings can include the audio content of any call, as well as screen recordings, which gives you a better look at agents' workflows.
Campaign Analytics
Presents you with the fields and measures from your marketing and contact center systems so you can analyze, correlate, and create KPIs that matter to you: response and conversion rates by campaign, average revenue per call, agent, team, or campaign.
Campaign Management
Allows you to create and manage campaigns and more fully control how leads and customers are treated in a segmented and targeted way
Computer Telephony Integration (CTI) Screen Pops
Sentiment Analysis
AI analyzes the call or interaction and grades the sentiment of the customer on the other end. This is done by using keywords, mapping the balance of agent and customer interaction, and sometimes tone of the customer.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
API
API (Application Programming Interface) makes it possible for key products and platforms to communicate with one another. REST API's are the standard for most SaaS tools, but SOAP or JSON may be required depending on the core systems.
Artificial Intelligence (AI)
AI can process and automate a wide and growing number of CX needs, activities, workflows for customers and operations. AI powers transcription, dynamic call guidance, finding insights through transcriptions of interactions, and much more. Large Language Models are able to synthesize vast amounts of data to create better insights, reporting, and decisions over time.
Best Practice Playbooks
Driven by AI, this capability learns which agents are performing the best and creates best practices and relevant information that can be used in onboarding, training, and performance management.
Call Recording
Process that's used in contact centers and call centers to record and monitor all inbound and outbound call activity. Recordings can include the audio content of any call, as well as screen recordings, which gives you a better look at agents' workflows.
Campaign Analytics
Presents you with the fields and measures from your marketing and contact center systems so you can analyze, correlate, and create KPIs that matter to you: response and conversion rates by campaign, average revenue per call, agent, team, or campaign.
Campaign Management
Allows you to create and manage campaigns and more fully control how leads and customers are treated in a segmented and targeted way
Computer Telephony Integration (CTI) Screen Pops
Sentiment Analysis
AI analyzes the call or interaction and grades the sentiment of the customer on the other end. This is done by using keywords, mapping the balance of agent and customer interaction, and sometimes tone of the customer.