[ Call Ce... Reviews ](https://www.g2.com/products/call-center-studio/reviews) [ Call Ce... Reviews ](https://www.g2.com/products/call-center-studio/reviews) # Call Center Studio Features ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (5) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Real-Time Data Receive data and information in real time Live Chat Ability to chat online in real time Show More ##### ## Automation (6) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Document Processing Allows users to automate the handling, processing, and management of documents. Show More ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (4) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Show More ##### ## Performance (2) Integrations Integrates with other customer service or CRM software Compliance Helps ensure customer privacy and data protection Show More ##### ## Channels (5) Voice Provides voice call functionality. Social 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. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (12) 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. Speech Analytics Provides some level of analytics based on keywords and vocal tones. 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. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Real-Time Analytics Analyze and gain insights into data in real-time Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Show More ##### ## Administrative (8) 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. Callback Scheduling Schedules callback times Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Show More ##### ## Generative AI (8) AI Text-to-Speech Simulates human-like speech from text inputs. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Call Routing Sends voice calls to a specific queue based on predetermined criteria Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Autonomy (4) Independent Decision Making Allows the AI agent to learn from interactions and adapt its responses accordingly. Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Customer Query Resolution - AI Customer Support Agents (5) Automated Ticket Resolution Allows the AI agent to autonomously resolve customer queries without human intervention. Contextual Response Generation Enables the AI agent to provide accurate answers based on the context of customer inquiries. Sentiment Analysis Allows the AI agent to analyze customer sentiment and adjust responses accordingly. Knowledge Base Utilization Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. Multilingual Support Provides users the ability to interact with the AI agent in multiple languages for global support. Show More ##### ## Customer Interaction Automation - AI Customer Support Agents (4) Proactive Customer Outreach Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. Feedback Collection Provides users the ability to automate gathering and analyzing customer feedback after interactions. Escalation Handling Allows the AI agent to identify when issues require human intervention and escalate them appropriately. Workflow Optimization Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. Show More ##### ## Voice Recognition - AI Voice Assistants (1) Voice Recognition Helps in understanding different accents, dialects, and speech patterns. Show More ##### ## Speech Synthesis - AI Voice Assistants (3) Speech Synthesis Helps to generate human-like speech responses. Customizable speech Provides customizable speech speed and intonation. Multiple voice actions Provides multiple voice options like gender, tone and style. Show More ##### ## Security and privacy - AI Voice Assistants (1) Encrypted communication Allows communications to be secure and authenticated. Show More ##### ## Compatibility - AI Voice Assistants (1) Cross platform compatibility Aids in syncing with multiple devices. Show More ##### ## Agentic AI - Contact Center (7) 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 Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - Auto Dialer (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Third-Party Integrations Set up connections to third-party platforms to improve business processes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## AI Capabilities - Auto Dialer (7) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Real-Time Monitoring Active monitoring of systems, applications, or networks Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Text to Speech Turns text into natural sounding speech Show More ##### ## Additional Functionality (189) AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Activity Tracking Track and document all activities across devices, networks, and other systems Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Scripting Provide agents with a typical response for common call subject matter Contact Management Manage, organize, and store contact information Power Dialer System automatically dials the next number on the contact list after the previous call ends Preview Dialer System provides callee information to agent prior to the call to help determine whether or not to make the call Auto-Dialer System that automatically dials calls Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Real-Time Reporting Active reporting of data and metrics Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Integrations Management Identify which applications need to exchange data and enable these data connections Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Automatic Call Distribution Distribute/route/connect calls Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Generative AI Use AI to generate content in the form of text, images, videos, etc. Interaction Tracking Track interaction history by documenting conversations for contacts Caller ID Identify the number and contact information of a caller before answering the phone Call Transfer Transfers live calls to other agents Call Disposition Track and report on call outcomes Voice Mail Computer-based system that allows users to send and receive voice messages Chat/Messaging Communicate using direct chat or messages within the system Automatic Outbound Dialer Dials outbound calls automatically Call Reporting Track and report on all incoming and outgoing calls API Application programming interface that allows for integration with other systems/databases Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Lead Capture Automatically identify and save contact information of potential customers CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Call List Management Manage and track all past and future calls. Progressive Dialer Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Campaign Specific Caller ID Control the name and number that appears on outbound caller ID List Management Manage contacts across multiple mailing lists Customizable Fields Customize data fields to support various needs and use cases AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Multi-Campaign Manage multiple campaigns in one system Workflow Management Create, design and manage workflows for repetitive tasks Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details Lead Distribution Route and distribute your leads to third party buyers Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Inbound Call Center A call center that primarily receives calls, typically customer service focused For Sales Teams/Organizations Caters to sales teams Data Security Protect sensitive data for digital privacy Outbound Call Center A call center that primarily makes calls, typically sales focused Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Mobile Access Access software remotely via mobile devices Email Management Manage, store and organize emails within the system or via third-party apps Live Chat Ability to chat online in real time Call Transfer Transfers live calls to other agents Archiving & Retention Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Tagging Highlight specific time marks for annotation and review purposes Call List Management Manage and track all past and future calls. Real-Time Analytics Analyze and gain insights into data in real-time Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Real-Time Data Receive data and information in real time API Application programming interface that allows for integration with other systems/databases Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Automatic Call Distribution Distribute/route/connect calls Activity Tracking Track and document all activities across devices, networks, and other systems IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Third-Party Integrations Set up connections to third-party platforms to improve business processes Scheduled Recording Automatically record calls at predetermined times Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance File Transfer Move files across different systems or networks Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Transcription Voice conversion to text Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call Disposition Track and report on call outcomes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Contact Management Manage, organize, and store contact information Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Voice Mail Computer-based system that allows users to send and receive voice messages Caller ID Identify the number and contact information of a caller before answering the phone Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Recording Record live video calls to play later Auto-Dialer System that automatically dials calls Chat/Messaging Communicate using direct chat or messages within the system On-Demand Recording Record the audio of phone conversations for quality assurance purposes Customizable Reports Alter the layout and content of reports Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Conferencing AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Interaction Tracking Track interaction history by documenting conversations for contacts Predictive Analytics Predict future data based on historical data sets Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Sales Trend Analysis Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. Audio Capture Record audio or import/upload audio files Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Self-Service Search Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support Natural Language Processing Process and analyze human language in text or audio form Surveys & Feedback Gauge satisfaction and receive information for improvement and success Automatic Transcription Use AI to convert voice into text automatically Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Request Assignment Speech-to-Text Analysis Analyze, correct, and monitor speech for transcriptions or recordings Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Recording Record the audio of phone conversations for quality assurance purposes Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages HIPAA Compliant Compliant with HIPAA, which sets standards for sensitive patient data protection Data Security Protect sensitive data for digital privacy Call Scripting Provide agents with a typical response for common call subject matter Customer Service Analytics Quality Assurance Systematic evaluation of various aspects of a project or service to prevent defects or issues Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Categorization/Grouping Organize and group data or items based on various criteria Language Detection Identify different languages API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Transfer Transfers live calls to other agents Data Import/Export Import and export data to and from software applications Call Scripting Provide agents with a typical response for common call subject matter Interaction Tracking Track interaction history by documenting conversations for contacts Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Customizable Reports Alter the layout and content of reports Contact Management Manage, organize, and store contact information Activity Tracking Track and document all activities across devices, networks, and other systems Automatic Call Distribution Distribute/route/connect calls Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Chatbot AI-based platform which conducts a conversation via auditory or textual methods Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Agent Interface Agents can view and manage all customer requests and interactions. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Customer History Access previous interactions or concerns to maintain customer relationships Voice Mail Computer-based system that allows users to send and receive voice messages Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Call List Management Manage and track all past and future calls. Chat/Messaging Communicate using direct chat or messages within the system Workforce Management A set of processes to optimize the productivity of its employees Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Email Management Manage, store and organize emails within the system or via third-party apps Caller ID Identify the number and contact information of a caller before answering the phone Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Real-Time Monitoring Active monitoring of systems, applications, or networks Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Customer Surveys Tool to send questionnaires to customers to gauge feedback Agent Interface Agents can view and manage all customer requests and interactions. Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Leaderboards Boards that use custom metrics to show how leading performers compare to other individuals/teams Employee Reward Programs Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs Workforce Management A set of processes to optimize the productivity of its employees Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Video Conferencing Connect with meeting participants remotely over video Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. KPI Monitoring Tracking the status of previously identified performance measurements AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Contact Management Manage, organize, and store contact information Multiple Scoring Models Create multiple models or equations for generating scores Real-Time Updates Receive system updates as soon as any changes are made Interaction Tracking Track interaction history by documenting conversations for contacts Call Recording Record the audio of phone conversations for quality assurance purposes AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Screen Recording Record and save a video file of what is happening on a computer screen Show More ## Top-Rated Alternatives [ ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](https://images.g2crowd.com/uploads/product/hd_favicon/e0ad7f44157bc23e8fc8399905b408a0/five9-intelligent-cloud-contact-center-platform.svg "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5(2,567) ](https://www.g2.com/products/talkdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/call-center-studio/competitors/alternatives) Call Center Studio Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,558) [ Compare Now ](https://www.g2.com/compare/call-center-studio-vs-genesys-cloud-cx) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e2894f5a2f0d4a7de385125b178b4e11/five9-intelligent-cloud-contact-center-platform.png "Product Avatar Image") Five9 Intelligent Cloud... 4.1/5(625) [ Compare Now ](https://www.g2.com/compare/call-center-studio-vs-five9-intelligent-cloud-contact-center-platform) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5de3c87b60c51257036b47b1de96e726/avaya-contact-center.png "Product Avatar Image") Avaya Contact Center 4.1/5(181) [ Compare Now ](https://www.g2.com/compare/avaya-contact-center-vs-call-center-studio) ##### Categories on G2 [ AI Customer Support Agents ](https://www.g2.com/categories/ai-customer-support-agents)[ Auto Dialer ](https://www.g2.com/categories/auto-dialer)[ Contact Center ](https://www.g2.com/categories/contact-center) [ Contact Center Quality Assurance ](https://www.g2.com/categories/contact-center-quality-assurance)[ AI Voice Assistants ](https://www.g2.com/categories/ai-voice-assistants)[ Speech Analytics ](https://www.g2.com/categories/speech-analytics) Show More ##### Explore More [ Best provider for managed file transfer services ](https://www.g2.com/discussions/best-provider-for-managed-file-transfer-services)[ Best desktop software for spending oversight ](https://www.g2.com/discussions/best-desktop-software-for-spending-oversight-which-tools-offer-the-clearest-view)[ Appcast vs Joveo vs Veritone Hire Programmatic for a talent acquisition team: which gives the best job board reach and bid automation? 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