Provides an interface for one or more social media channels.
Web Chat
Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS
Accepts contacts initiated through SMS or other mobile text functions. This feature was mentioned in 10 Authkey.io reviews.
Email
Allows CSRs to receive and answer customer emails.
Functions (7)
Session Routing
Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing
Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling
Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Auto Dialer
Has auto dialing or predictive dialing functions for outbound use.
IVR
Includes an interactive phone menu.
Inbound Screen Pop
Populates CSR's screen with available customer data.
Persistent Data
Maintains and shares information across channels and agents as the case progresses.
Administrative (5)
Session Summary Notes
Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access
Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards
Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording
Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment
Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Agentic AI - Contact Center (4)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Cross-system Integration
Works across multiple software systems or databases
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.