Skills-based routing for calls, texts, web chat, and email in one agent inbox — with live IVR phone menus, callback offers, voicemail, agent-assist payment capture, recording, CSAT, and a supervisor console that sees the floor live. A standalone Agent Console on web and desktop keeps agents on one screen.
Voice, SMS, web chat, and email all run through one routing engine, one set of queues, and one agent inbox — so a text and a phone call reach the right person by the same rules.
Calls and messages match to the right agent by skill, availability, and capacity — not just next in line. Queue priority decides which waiting caller an agent gets first.
Voice, business texting with pictures and files, an embeddable web chat widget, and shared email inboxes land in a single agent inbox with unread counts per channel.
Hold music with optional place-in-line and wait-time announcements; offer a callback at a time you choose instead of a hang-up. Overflow forwards or takes a voicemail, with your own greeting and an email when one arrives.
Build “press 1 for…” menus in a flow editor, validate and simulate them, then publish to your numbers. Live calls run the published version, with retries and fallbacks, and agents see the path each caller took.
Take a card mid-call through a keypad capture flow. The agent never sees the card number: while the caller keys it, they are muted to the call, the agent (and any supervisor listening in) is on hold, and the call recording pauses.
A live floor with listen, whisper, and barge; every queue setting on screen; disposition codes; analytics with service level and handle time; workforce scheduling; and thread oversight.
Completed calls and their outcome codes log to your CRM through native connectors for the major platforms, plus signed, automatically retried webhooks to anything else you run.
Presence, calls, messages, transfers to an agent or a queue (straight away or after talking first), and payment capture in one web app — also shipped as a desktop app for Windows and macOS (signed) and Linux.
Queue status, the ringing call, the caller’s history, the open texts and chats and emails, and payment capture all live in a single Agent Console — on the web or in a dedicated desktop app, so agents are not juggling a softphone and a separate CRM tab.
An inbound call, text, chat, or email matches to the right skill and queue automatically.
Hold music, position updates, and a callback offer keep a wait from becoming a hang-up.
The agent answers, transfers or captures payment if needed, picks an outcome at wrap-up, and the interaction is rated, recorded, and pushed to your CRM.
Book a walkthrough and we’ll tailor it to how you collect today.