Allow your agent to consult with a new agent before handing off, to confirm the receiving agent is available to assist.
Call Control Console
Mute and unmute as needed. Place a caller on hold from the call console to consult with another agent or track down additional information required for the call.
Record inbound and outbound calls for fast reference, troubleshooting, QA and monitoring.
Caller History and ID
Quickly reference customer details, including full interaction history from emails, chats and other channels, for seamless support.
Route clients to the right agent or department while providing recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.
Directs calls to specific groups or a set of groups, so that callers are connected with the right agent.
Ensure that all calls are routed to an available agent as opposed to being lost or sent to voicemail and evenly sent among support team members.
Set your maximum wait-time and queue size to decide how many incoming callers will be kept waiting for an available agent.
Set your business hours to let customers know the availability of your phone support. Calls received outside of business hours are sent to voicemail.
Callback from Queue
Lets clients request a callback instead of waiting in a queue for a live agent.