Key Features

• All-in-One Communications: Connect employees and customers on a single app that offers all modes of communication including voice, video, chat and more. Reach customers located in over 120 countries with guaranteed uptime and voice quality. Full encryption with a large number of certifications ensures data remains secure. 
• Business Phone: Manage voice services utilizing Cloud PBX technologies. 
• Call Handling: Take control of calling productivity and privacy with caller ID, call blocking and do not disturb mode. Forward and transfer calls and create a virtual holding area for calls with Call Waiting and Call Parking. Three-way calling allows for three-party collaboration without any additional equipment or time restrictions. 
• Customer Experience: Use auto-attendant voice services to route calls, provide self-service options and choose music to play while callers are on hold. Call queues route customers to the appropriate resources. 
• Call Management: Balance employee workloads by evenly distributing calls. Monitor calls to ensure customer satisfaction and manage quality control. Assign employee roles and provide access to effective training resources. 
• Emergency Services: Remain in compliance with federal emergency dialing requirements and ensure emergency notifications are up-to-date. 
• Cost Center: Set up to five levels of hierarchy with site-based cost centers. Customize the structure of cost centers, payment methods and billing contacts. 
• Video Conferencing: Reach up to 100 participants in a single HD video conference call. 
• Backgrounds: Participants can blur the background of video calls or choose from a variety of backgrounds to create a personalized and professional setting. 
• Mobile Browser: From mobile devices, join video calls with the same quality as on desktops. 
• Host Controls: Lock meetings, create participant permissions and lobbies, and delegate hosts. 
• End-to-End Encryption: Only allow participants with a shared key to join the meeting. 
• Invite: Send invitations to a meeting from messages or allow participants to dial-in from more than 50 countries, from any of the included 11 toll-free numbers. 
• Record: Record meetings and calls to save to the cloud to reference at a later time or send to participants that did not attend. 
• Calendar: Schedule and send meeting invites directly from calendars using Google plug-ins and Microsoft add-ins. 
• Stream and Share: Live-stream a conference call on YouTube with an unlimited number of viewers allowed. Share Youtube videos and audio from a computer or browser tab in a meeting. 
• Analytics: View insights into meeting usage and adoption. 
• Languages: Available in 46 languages. 
• Team Chat: Instantly connect with anyone in the company’s global directory via one-on-one chat or with an entire team using team messaging capabilities. Securely share files with one or multiple members and create group chat rooms that are private, invite-only or public.  
• Contact Center: Connect with agents, employees and customers through the cloud contact center, with built-in omnichannel routing that provides digital and voice channel support, efficient routing and self-serve capabilities. 
  • Automatic Call Distribution (ACD): Provide customers with precise caller-to-agent matching by routing to the agent most adept to handling the customer issue at hand, who receives full access to the customer’s history to better assist them. 
  • Interactive Voice Response (IVR): Provide self-serve call responses using conversational AI technology. Analyze customer journeys by capturing insights via built-in analytical tools. 
  • Digital Channels: View all digital channels from one single interface, ensuring a seamless customer experience. 
  • Predictive Dialer: Define dialing strategies, create campaigns, actively manage agent answering processes and more. 
  • Quality Management: Analyze customer interactions to assess areas in which agents need additional training. Create forms, view scores and track each agent’s progress. 
  • Customer Surveys: Give customers the opportunity to provide feedback, giving insight into what agents can improve on for future customer interactions. 
  • Call and Screen Recording: Access recordings using a simple interface protected by authorized supervisor search, playback, archive retrieval and more. Monitor multiple agents at the same time in a single window. 
  • Payment Processing: Allow customers to securely send payments by directing calls to a specific payment interface. Customers have the ability to enter payment info directly into the phone system. IVR structure eliminates the need for live agent interaction with customers during the payment process. 
• APIs: Reach customers with industry-standard APIs that allow for extended functionality through SMS, chat apps, callstats and more. 
• SIP Trunking: Access better call quality using tier 1 carriers to give PSTN service replacements such as emergency services and shortcodes, provided in over 40 countries, and toll-free and local numbers available in over 90 countries.  
• Third Party App Integrations: Add popular applications such as Microsoft Teams, Salesforce, Google Workspace and more. 

Suite Support

• University: A training program that provides informative courses filtered by category, course type, levels and user type — both paid and free courses are available. 
• Support Center: Written help guides on technical issues and topics such as the cloud phone service, equipment and devices, the cloud contact center and more. 
• Developer Portal: Interact with community members using SMS, chat apps, video and voice APIs. 
• Advice and Resource Center: Browse through a variety of resources including white papers, infographics, case studies and more. 
• Webinars: Register on the vendor’s site to learn from experts on frequently discussed topics.  
• Blog: Topics covered include customer experience, business operations, industry trends and more.