Key Features

• Contact Center: Give employees valuable feedback using real-time screen recording to view an agent’s entire screen and evaluate workflows. Record customer-agent conversations and store them in a CRM database for later review. Access caller history and interact with customers on multiple platforms via omnichannel support. Provide a customer satisfaction (CSAT) survey for customers to leave reviews. 
• Calling: Make calls on laptops, tablets, smartphones, or desk phones utilizing cloud calling and AI technology. 
• VoIP: Provide high definition clarity conversations utilizing WebRTC and Opus codec technologies, ensuring 100% uptime SLA. 
• User Set Up: Add new employees, assign roles and phone numbers to members, give permissions and more from one central location. Automatically sync employee’s Microsoft 365 and Google G Suite accounts, allowing document sharing, calendar correspondence and messaging. 
• Voice Intelligence (Vi): Record, transcribe and capture essential action items during phone calls with built-in natural language processing (NLP) and voice recognition technology. Record who said what and when during a call with a back-and-forth, text format transcription. Search through recorded phone conversations for keywords and receive post-call summaries to keep track of important information exchanged during a call. 
• Mobility: Work from anywhere and anytime on the business phone mobile app. Send messages, check voicemail and make, receive, transfer and record calls and more 
• Call Distributor: Set up interactive voice response (IVR) to establish an automated call center tailor-made to assist customer’s specific needs. Create routing rules to send customer calls to appropriate departments automatically, giving callers the option to leave a voice message or receive a callback. Receive call analytics that shows available representatives, call duration and speed to answer.  
• Call Handling: Transfer incoming calls to other members, forward to external numbers, add a third party and more. Switch calls between devices such as a laptop and smartphone. 
• Messaging: Communicate with team members with SMS, MMS, Group SMS and more. Connect with customers, clients and vendors externally on any device. Switch ID to another department to conceal personal numbers. Communicate with peers with internal messaging, allowing for group messing with internal and external members. Show if a member is available, busy or away with presence and status functions. 
• Web Conferencing: Conduct high-quality, secure video and audio conferencing calls with more than 50 international access numbers. 
• Conference Call App: Join a conference call from any iOS or Android device. 
• Controls: View current speakers, conference information and lists of participants. Change screen layouts from the grid view to the video view and switch between screen view and participant view during screen sharing. Mute all participants and lock conference calls with organizer controls. 
• Group Chat: Ask a question, make a comment and communicate with meeting participants. 
• Screen Sharing: Share a window, entire screen, document, tab within a window and more with meeting participants. 
• Conference Call Dial-Out: Automatically dial-out to invited members before a conference call begins or send an invite during an active call. 
• Security: Enforce data protection with 256-bit Advanced Encryption Standards on the Google Cloud Platform. Layered encryption keeps calls, messages and payments secure. Flag and reroute system failovers with built-in automatic backups, ensuring no data loss occurs. 
• Sales Support: Provide agents with real-time, in-call support with Live Coach. Check on calls with live sentiment analysis, listen in on calls and join calls when additional help is needed. Give agents helpful advice when specific keywords or phrases are used on calls. 

Suite Support