Every call, chat, text, email, and video about one issue lands on one task and goes to the right person. The customer explains it once.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
Every step lands on the same task, so the next person reads one history instead of three. Your managers set how much an agent can hold on each channel type. Most teams let a live call block everything else and let chats, texts, and emails stack. That is your rule, not ours.
Their record opens with the task, past conversations and all.
SMS joins the task, and the customer sends a photo.
The agent sees the problem live, without starting a new conversation.
Sent from the task. One history, one outcome.
An omnichannel ACD that assigns any task, not just calls. Voice, video, chat, SMS, email, fax, and tasks follow one set of rules. Work goes to whoever has the skill, most urgent first, among the people with room to take it. Bots work these queues too, and hand off when a human should decide.
Rank each skill Expert, Proficient, or Learning. A claims question looks for an expert first, and as the wait grows, eligibility widens to whoever's next most qualified instead of leaving the caller stuck.
A workflow adds points for a VIP or a repeat caller, so their task moves ahead.
Agents accept or pass on each offer, and a full queue sends the rest to another queue, a workflow, voicemail, or a ring group instead of stacking endlessly.
A caller who picks a callback keeps their place, and the call dials when an agent accepts it.
The agent has the playbook beside the call, AI Assist drafts a reply as the customer talks, and the scorecard's filled in before they hang up.
Calls and video are transcribed as they happen, and agents can help customers in other languages on any channel.
The agent checks the source article, then inserts. It never sends on its own.
A manager who disagrees with a score changes it on the task, with the transcript and recording right there.
Front-desk staff get their own Operator panel to drag a call onto a tile and transfer it with one click.
The board updates as work moves, queue by queue and agent by agent. Bots show up on the board too, and managers score them on the playbook rubric.
Pop a view out to its own window: depth, wait, service level, and handle time against last period.
A nudge goes out before or after a break runs long, and a manager hears about a long wait, no agents on queue, or an overflow the moment it happens, on the floor or on the road.
Join a live call to listen silently, whisper coaching only the agent hears, or barge in and take it over.
Run the standard reports, or write a UOQL query (it's SQL-style) in the visual builder or by hand.
The Mac, Windows, iPhone, and Android apps carry the full contact center. Agents work from the office, from home, or on the road, and anyone who wants a handset gets a SIP desk phone on the same system.
Go on queue, take tasks, and wrap up from a laptop, a phone, or a desk phone.
Queues, team view, and wallboard in your pocket, with every agent one tap away.
A call on the mobile or web app survives a switch from Wi-Fi to cellular, and a missed voicemail arrives by email with the recording and a transcript attached.
Outbound calls detect a machine pickup automatically, and a voicemail drop leaves your message the moment it does, instead of waiting through the greeting.
Part of it's built in: break tracking, live agent states (on task, wrap-up, break, available, off queue), the wallboard and team view, and standard reports with the query builder. For forecasting and scheduling, ask us.
Voice, video, chat, SMS, email, fax, and tasks. Callbacks route as tasks too, by the same skills, priority points, and capacity rules.
Against the playbook you publish. Each goal is scored as the conversation happens, and a manager can review any score and change it.
Yes. An agent can invite a supervisor or specialist by name, by skill, or whoever's free, and a manager can silently listen, whisper coaching to the agent, or barge in and take the call.
Yes. Park it in a numbered slot from any device, and anyone with visibility on that slot can pick it up from a desk phone, the web phone, or a feature code.
Start a 30-day trial with sample data already loaded. Go on queue, take a call, text the caller, and watch the wallboard update. Then set it up for your own queues.