Key Features

• Power Dialer: Allow sales representatives to dial quickly and reduce manual entries into the CRM. Automatically identify numbers on a prospect’s website and instantly add them to the calling queue. Enable Salesforce or the CRM to send out data, providing context for calls. 
• Interactive Voice Response: Categorize callers according to their requirements and route them automatically to the resource needed. Improve user experiences with an automated IVR menu. Choose from available waiting music or upload audio files. Customize call settings for ring groups. 
• Call Routing: Direct calls to agents automatically and set a customized routing sequence. Stop other ringing lines once agents answer calls. 
• Call Center Analytics: Monitor performance of individual employees and teams. Access call metrics directly from the dashboard to meet required KPIs. Get valuable insights regarding average call durations, missed calls and wait time. 
• Computer Telephony Integration: View essential customer information and call context during live conversations. Manage everything in a centralized place to enable better team monitoring and improved productivity. Access everything in a straightforward interface. 
• Click to Dial: Make calls to any number while using the app. Reduce time wasted on switching screens to dial phone numbers. 
• Warm Transfer: Enable agents to quickly brief other colleagues before forwarding calls over to them. Ensure a smooth transition for customers. Provide context to team members, maintain continuity and allow the right agent to answer questions. 
• Call Commenting and Assignment: Attach notes and comments to calls, making them accessible for the entire team. Assign follow-up tasks when any client doubts go unresolved. 
• Call Recording: Automatically activate recording every time someone takes a call. Customize recording settings. Access and recheck conversation histories. 
• Business Hours: Decide when numbers are open to receive calls. Customize calendar settings. Set business hours for all numbers, ensuring agents can receive calls from respondents. 
• Ring Groups: Classify individuals based on location, skills or other aspects. Monitor overall group performance and analyze essential employee data. 
• Call Queuing: Keep a caller on hold until an agent can respond. Use custom hold music or messages to improve the user experience. Callers can request a callback, ensuring a reduced call abandonment rate. 
• Live Feed: Make informed decisions by obtaining a general perspective of team activities. Gain complete visibility into overall situations and get clarity about what needs improvement. 
• Call Tags: Use custom labels to classify calls for improved organization. Automatically sync tags to integrated apps. 

Limitations

•  Poor customer service. 
•  Doesn’t support slow internet. 
•  Dashboard gets clunky. 
•  To-do notification needs improvement. 

Suite Support