End-User Features List Data Sheet
| Contact Center Features | Silver |
Gold |
Platinum |
|---|---|---|---|
| Per Concurrent Agent Pricing | ✔️ |
✔️ |
✔️ |
| Admin Portal | ✔️ |
✔️ |
✔️ |
| Supervisor Real-Time Dashboard | ✔️ |
✔️ |
✔️ |
| Announcements. In Queue, Queue Position, and Estimated Wait Time | — |
✔️ |
✔️ |
| Whisper | — |
✔️ |
✔️ |
| Alerting. Configurable Thresholds for Real-Time Display and Email/SMS Alerts | ✔️ |
✔️ |
✔️ |
| Traffic Analysis | — |
✔️ |
✔️ |
| Workforce Scheduling including Events, Vacations, and Shift Trading | — |
— |
✔️ |
| Call Recording | — |
✔️ |
✔️ |
| Contact Center Agent. Web and Desk (Windows)app | ✔️ |
✔️ |
✔️ |
| Custom Call Flows | ✔️ |
✔️ |
✔️ |
| Custom Built IVR | — |
✔️ |
✔️ |
| IVR and Queue Bulletins | — |
✔️ |
✔️ |
| Multi-Lingual Support | — |
✔️ |
✔️ |
| Transcription and Sentiment Analysis (Call Recording and Voicemail) | — |
— |
✔️ |
| Integrations. Any REST API | ✔️ |
✔️ |
✔️ |
| Directory | ✔️ |
✔️ |
✔️ |
| CRM Integrated Screen Pop | — |
✔️ |
✔️ |
| IVR Data Screen Pop (API Integration) | — |
— |
✔️ |
| Notifications with Campaign Dashboard | — |
— |
✔️ |
| Email, SMS, Voice, and Multi-Language Text-to-Speech | — |
— |
✔️ |
| Queue Channels. Multi and Omni-Channel |
|
|
|
| Voice | — |
✔️ |
✔️ |
| Email, Social Media(Twitter/Facebook), Voicemail, SMS, Webchat | — |
— |
✔️ |
| Reporting. Real-Time, Historical, and Graphical Reports | ✔️ |
✔️ |
✔️ |
| Customized Reports | — |
— |
✔️ |
| Routing. Skills, Schedule, Location, and Rules-Based | ✔️ |
✔️ |
✔️ |
| ANI or Geography-Based Routing, Identity, and CRM-based | — |
— |
✔️ |