Very interesting product, definitely would be interesting for many customers.
Ability to build IVR Chatbots out of the box are really impressive.
Available out of the box:
- Support for 5000+ agents
- DID/Toll-Free numbers provisioning
- IVR with graphical editor
- Agent Whisper
- Customer Whisper
- Integration with external data sources (using Amazon Lambda)
- Text To Speech (using Amazon Polly)
- Speech recognition / IVR Chatbot (using Amazon Lex)
- Skill Based routing
- Real-time reporting
- Historical reporting
- Call recording
- Ability for supervisors to listen to calls in realtime
- Ability to call each individual extension
- Music/messages on hold
- Messages in queue
- Basic Callback
- Softphone (webrtc)
- Or any phone with direct number
- Changing agent status from Softphone
- Supervisor can change agent status remotely
Available (requires development, API available)
- Screen Pop
- Outbound campaigns
- Scheduled callback
- Expected wait time messages in queue
- Custom reporting
Currently not available:
- Email to skillet
- Web-chat to skillet
- SMS to skillset
- Voicemail
- Changing agent selection algorithm (only supports longest idle agents)
- Changing priorities of agents within skillsets - possible but painful
- QM (can integrate with other QM systems)
- WFM (can integrate with other WFM systems)