Omnichannel Communication |
Live chat for web and mobile app |
Email |
Popular Social Channels, including Facebook, Twitter, WhatsApp for Business, WeChat |
Integrated and stand-alone Knowledge Base |
Advanced rule-based routing |
Contact-centric architecture |
Multi-modal chat: text, audio, video, screen share, co-browse |
Ticketing |
SMS |
Unified cross-channel communication |
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Bots and Automation |
Multi-language AI Chatbot |
AI Voice Bot |
Intelligent Agent Assistance |
Seamless Bot-Agent orchestration |
Intent- and rule-based journey optimization |
Rule-based automated case management |
On-premise AI Chatbot |
Auto-translation for 100+ languages |
Dynamic chat campaigns |
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Knowledge Management |
Real-time, AI-powered, intent-based answer recommendations |
Customer- and Agent-facing knowledge bases |
Feedback-driven learning center |
Global and agent-level canned responses |
Smart content lookup for agents |
Agent-initiated knowledge gap control |
Quality Control |
Chat & Ticket supervisor monitoring |
Chat & ticket supervisor take-over |
Transcript review and export |
Post-chat survey with rating and NPS |
Prohibited content management |
Chat notes and wrap-up for agents |
Agent-level volume and concurrency control |
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Distributed Team Management |
Configurable automatic chat distribution |
Team/department management |
Shift management |
Multiple chat campaigns for different markets and customers |
Agent-to-agent chat |
Internal notes and @mention for chats and tickets |
Integrations and Extensibility |
Advanced API |
Agent Console SDK |
Mobile SDK |
Customer-side CSS |
Webhooks |
Zapier integration |
e-Commerce integration |
CMS integration |
Telephony integration |
Ticketing system integration |
Web site integration |
CRM integration |
Analytics & KPI for Supervisors |
Real-time dashboard |
Chat queue & wait time |
Agent Availability |
Agent Workload |
Agent Efficiency |
Agent Utilization |
Ticket efficiency |
Ticket distribution |
Bot utilization |
Bot performance and satisfaction |
Shift Planning |
Customer Satisfaction |
Net Promoter Score |
Customer Wait Time |
Service Availability |
Team Utilization |
SLA |
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Security & Privacy |
ISO 27001 Certified |
SOC 2 Type II Certified |
PCI DSS Compliant |
HIPAA Compliant |
WCAG 2.0 Compliant |
GDPR compliant |
PIPEDA compliant |
CCPA compliant |
LDAP Authentication |
Complex password policy enforcement |
Role and Permission management |
Firewall and DDOS protection |
Agent SSO |
Visitor SSO |
Credit Card Masking |
Audit Logs |
IP Restriction |
Contact blocking |
Enterprise Service and Support |
Dedicated Account Manager |
Customized Onboarding |
Role-based live and self-serve online training programs |
Chatbot content creation, training, and maintenance |
HIPAA BAA |
Security assessment and penetration testing |
On-premise deployment (optional) |
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