Overview
Cloud contact centre that enables you to streamline customer interactions across various channels. The platform offers flexibility and robust analytics enhancing your ability to deliver exceptional customer service globally.
Automatic number identification settings
Automatic Number Identification (ANI) allows call recipients to see the phone number from which their call is originating.
Create new users
User configuration may contain a password, user profile, application assignments, permissions, skills, and agent groups.
Manage Agent groups
Creating agent groups enables you to simplify user configuration and monitoring.
Manage user skills
Skills represent groups assigned to the call queues that are part of campaigns used to route interactions to agents.
Custom and configure dispositions
Agents set the status or result of an interaction using dispositions and those dispositions appear in reports.
Create a connector
Creating a Connector.
Configure a connector
Selecting the Trigger.
Configure reason codes
Reason Codes are selected by agents when going not ready or when logging out.
Configure IVR
How to configure Interactive Voice Response (IVR) scripts, which are visual devices for routing calls in inbound and autodial campaigns.