Unified Communication Platform

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Unified Communication Platform

• Easy to manage
• 99.999% financially-backed uptime with SLA
• Flat, per-user rate with unlimited local and domestic long distance
• Chat and video conferencing
• Includes free Spam Caller Protection

System Features

• Voicemail with Transcription
• Auto Attendant
• Caller ID
• Custom Hold Music & Greetings
• Direct Inbound Dialing (DID)
• Call Flip
• Conference Bridge
• Hunt Groups
• Hunt Group Call Reporting
• Email and SMS notifications
• Busy Lamp Field / Call Presence

Phone Features

• Call Forward
• Call Hold
• Call Recording
• Call History
• Call Transfer
• Call Waiting
• 3-way Calling
• Do Not Disturb
• Extension Dialing
• Configurable Ring Options
• Voicemail

Global Features

• Administrator Password
• Named Ring Groups
• Page all Phones
• Call Park
• Inbound Caller Naem
• Call Flip
• Configurable Line Keys
• Speakerphone
• On-Hook Dialing
• Remote Line Key
• Transfer to Voicemail

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Contact Center Features

• Admin Portal
• Supervisor App
• Real-Time Agent Status
• Inbound Voice Channel Queues
• Automatic Call Distribution (ACD)
• Position in Queue
• Estimated Wait Time Messages
• Supervisor (Monitor, Whisper, Barge-in)
• Real-Time, Historical & Graphical Reports
• Real-Time Dashboards
• Call Recording
• Pre-Built Integrations
(Dynamics, Salesforce, Zendesk, Slack)

*Product and feature availability may vary by region.

• Agent Desktop & Web Application
• Scheduled & Custom Reports
• Customizable IVR
• Skill-Based Routing
• Geo-Routing
• Advanced Rules-based Routing
• Custom Agent Status
• Real-Time Customizable Threshold Alerts
• Queued Callback & Queued Voicemail
• Emergency Queue Bulletins
• Post-Call Surveys
• Text-to-Speech X Call Scripting
• Outbound Dialer (Scheduled Power Dialing)

• Chat Channel Queues
• Email Channel Queues
• SMS Channel Queues
• Dynamic Notification (Voice, E-mail & SMS)
• Schedule Manager
• Evaluator (QA Templates & Scoring)
• Screen Recording
• Custom CRM Integration
• Custom WFM Integration
• Custom IVR Integrations
• Speech Recognition Integration
• Selfservice applications
(DB Data Dips, Intelligent Routing, Payment IVRs etc.)

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Questions to ask a potential provider:

– What are the startup & recurring costs?
– Is there a money back guarantee?
– Can you port phone numbers?
– Which features are included, and which features cost extra?
– What kind of support is available?

 

 

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