Enhanced Interactive Voice Response (IVR)
Helps customers with more straight-forward concerns (e.g. checking an account balance or paying a bill) self-serve without using up the time of a live agent.
Route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority.
Agent Scheduling and Quality Assurance
Provides your front-line employees with the tools to evaluate and improve agent performance and ensure that agent staffing is sufficient to handle peak volume.
Allows you to send outbound voice, SMS and email notifications so you can contact your customers using their preferred method of communication.
Powerful Reporting Capabilities
Real-time dashboards monitor live activity. Custom and pre-defined reports track agent performance and queue activity metrics for strategic decision-making.