Key Features

• Inbound Call Routing: Includes interactive voice response (IVR), computer telephony integration (CTI) and automatic call distributor (ACD). Use information from the IVR to avoid asking callers repeat questions. Connect customers to the most suitable agents for their queries. 
• Outbound Features: Eliminate manual phone number entry with automated outbound dialing features, improving team efficiency and response time. Assess when and how to reach specific customers to generate more leads. 
• Omni Channel Communication: Connect with customers across multiple channels in real time. Track, filter and route communications from initial contact to resolution. Contact staff through video calls, messaging, file-sharing and other collaboration tools. 
• Call Monitoring Tools: Monitor calls, users, meetings, devices, queues and call quality scores and parameters. Offer real-time coaching during live calls to improve performance. 
• Reporting/Analytics: Access personalized dashboards for various company-wide and department-specific metrics, including queues, user-level and usage trends, and agent performance. Create custom reports within the point-and-click interface. Monitor key performance indicators (KPIs) and send real-time alerts to agents via intelligent bots. 
• SMS APIs: Video and voice functionalities integrate with message support through v-cards, images and videos, including 19 inbound and 13 outbound formats. Manage all messages across apps and send up to 10,000 messages with one API request. Use original numbers to send messages from extensions, other company numbers or departments. 
• Text Messaging APIs: Use prebuilt bot adapters and frameworks such as Botkit, Errbot, Hubot and Lita. Access robust tools, like direct and group messaging support, real-time notifications, message history, message formatting and team member lists, to build a productive messaging platform within and across departments. 
• Video Meetings: Create video meetings for immediate engagement. Retrieve past conference data for analysis. 
• Fax APIs: Send faxes in 29 different file formats, queue messages automatically, forward and resend faxes to avoid re-rendering and consolidate multiple files in a single API request.  
• Analytics: Work on a single and intuitive data layout for instant analysis of company-wide, departments or user-level trends and usage. Agents can monitor all calls, users, meetings, numbers, devices, queues, and call quality scores and parameters. 
• Voice APIs: Connect any two numbers from anywhere to make calls through RingOut. Engage in calls through Web RTC-enabled browsers. 
  • Advanced Call Control: Enable apps to receive, make and forward calls, customize and return presence status, access Call Flip, hot-desking and Call Park, and mute extensions. 
  • Voicemail: Download or play back voicemail and search call logs. Access audio transcriptions of voicemail messages via speech-to-text conversion.  
  • Caller ID: Create caller IDs for all calls based on occasions, events and other configurations. Set advanced call routing, location-based routing and scheduling. 
  • Recorded Greetings: Provide business-specific voice announcements, voicemail greetings and on-hold messages. 
  • Real-time Notifications: Automate apps and workflows with real-time notifications, including ringing, call initiation, pick-ups, hang-ups and warm transfers. 

Limitations

•  Dropped calls and notifications. 

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