Key Features

• Agent and Dial-list Prioritization: Mark preferences for call lists on queues and agents based on lead importance and skill level. 
• Agent Callback Calendar: Enhance team productivity with customized callback calendars and agent folders that can easily sync with Google Calendar. 
• Appointment Calendars: Share appointment queue calendars with users for booking appointments easily. 
• Automated Tasks: Prioritize email reports and dialing lists automatically to administrators on a recurring schedule. 
• Blended Inbound and Outbound Calls: Boost team efficiency and customer satisfaction rates with fully blended, unrestricted outbound and inbound calling channels for a seamless workflow. 
• Call Recording: Record calls automatically for compliance, quality assurance and agent training purposes. 
• Caller-ID Proximity Matching: Get phone numbers that display area codes in proximity to preexisting leads to reduce unattended call rates. 
• Conference Calling: Access pre-configured conference platforms to multiple calling parties internally and externally. 
• Built-in CRM: Manage leads and customers effectively via an all-in-one inherent CRM that requires no downloads and integrations. 
• Custom Agent Statuses: Create custom statuses for agents to generate agent reports and dynamic variables. Enable supervisors to know how much time the agent worked, the number of calls they were able to make and customer sentiments after each call.
• Custom Profile Field: Customize customer profiles using form fields and export or import data or target them with a dialer. 
• Dialer Speed Configuration: Adjust the speed of the dialer according to specifications and dial various channels in the background. 
• Do-not-call Lists: Import, filter, export and edit DNC lists with custom filtering for detailed telemarketing compliance. 
• Dynamic Scripts: Create sales scripts for representatives with lead data embedded within every script. These scripts help agents to have a personalized, engaging and productive conversion with customers and boost their relationships with customers. 
• Firewall Security: Restrict agents from signing in from all insecure locations to eliminate the risks of a data breach. 
• Inbound Agent Intercept: Intercept inbound calls from previously connected customers to maintain sales relationships.
• Inbound-queue Strategy: Prioritize inbound queues and choose a ring configuration to distribute calls to agents. Transfer voicemail to agents from voicemail boxed and trigger email via inbound-queue voicemail. 
• Instant Messaging: Connect with other team members, discuss various issues and solve complex queries via real-time messenger. 
• Lead Targeting: Connect with selected customers with the help of custom criteria that includes lead status, lead data and more. 
• Live Floor Monitoring: Monitor all sales representatives in real time from a single screen with the ability to whisper, listen or barge in on a call. 
• Reporting and Analytics: Analyze an agent’s performance and productivity on a customized dashboard through a matrix including customer sentiments, call duration, campaigns and more. 
• Built-in VoIP and Web Phone: Connect with customers globally without logging in to workstations through mobile phones. 

Limitations

•  No omnichannel functionality, a slight learning curve for new customers.
•  Does not drop supporting emails with voicemails as part of dispositions.  
•  Customization is limited. 

Suite Support