Capacity Features

Access software remotely via mobile devices

Provide tools for live chat on one's website.

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.

Analyze data and automatically generate insights using AI/ML technologies

Copy on the page or chat window encouraging the user to engage with the chat option

User Experience of responding and receiving a response

Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply

Set and monitor service level agreements to ensure timely response and resolution

Share and collaborate on tickets with multiple customer service representatives

Create, design and manage workflows for repetitive tasks

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Track, manage, or resolve user requests and IT incidents/issues

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Monitor wait time and abandonment for incoming requests that have not been routed

Organize, prioritize, and manage incoming communications

Allow customers/users to submit support queries and service requests

Manage, store and organize emails within the system or via third-party apps

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Chat with your counterparts over the video in real time

Provides a repository of information that can be used by those seeking support.

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks

Utilizes artificial intelligence to improve workflows or customer experiences

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Notifications that are delivered to users as soon as an event occurs

Engage in direct, instant messaging with consumers

Allows users to sign in using a single sign-on (SSO) login in.

Records a user's viewing and posting history.

Integrates with other popular software in a business's stack.

Tracks key metrics related to content and members

Enables the creation of an internal repository of knowledge articles

Helps users understand which knowledge articles are working and identifies areas of improvement

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query

Analyzes customer support tickets or conversations to suggest relevant knowledge articles

Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Integrates with live chat, chatbots, help desk, or other customer service software

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Customize your chat workflows with rules and automations.

Has the ability to connect interlocator with a human agent when the need arises.

Identifies the customer and personalizes interaction at every touchpoint.

Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history.

Provides features for sending outbound messages to engage customers through proactive support.

Can route contacts to agents the customer has worked with before.

Provides features for escalating conversations to the appropriate agent.

Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Use AI to generate content in the form of text, images, videos, etc.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Use AI to generate content in the form of text, images, videos, etc.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Allow Gen AI powered chatbots to provide intelligent responses and tailored product recommendations.

Trigger messages based on specific customer actions such as personalized messages, promotions or cart abandonment.

Use Agentic AI to deliver superior customer engagement through human-like conversations.

Allow users to use voice assistants, such as Alexa, Google Assistant, and Siri to shop using voice commands.

Enable users to engage in communication apps such WhatsApp, Facebook Messenger, Instagram, WeChat etc.

Allow integration with e-commerce stores to import products, manage inventory and get order notifications.

Add conversational commerce functionality across various sales channels and customer touchpoints.

Integrate with payment platform for accepting payments from the chat interface

Integrate with CRM, POS or any marketing marketing tools for sending discounts, offers, recommendations and personalized campaigns.

Provide insights into customer behavior, sales trends, and chatbot performance.

Track KPIs like customer satisfaction, conversion rates, and overall sales driven by conversational channels.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Helps to engage employees through natural-language dialog to answer HR questions and guide workflows.

Interacts fluently across multiple languages and regions, adapting tone and HR context.

Helps perform end-to-end HR tasks like onboarding, leave approvals, or resume screening with minimal guidance.

Supports analysis sentiment and behavior data to signal disengagement or flight risk.

Automatically enforce local regulation and company policy during HR workflows.

Helps fetch data from HRIS, ATS, payroll, ERP, and external sources to inform agent actions.

Initiate timely prompts like nudges for development, simulated difficult conversations, or manager reminders.

Helps routing complex or critical decisions to humans, keeping oversight central to operations.

Automates the evaluation of applicants by matching resumes to job requirements and shortlisting top candidates.

Autonomously schedules interviews, follows up with candidates, and manages communication.

Analyze and gain insights into data in real-time

Manage, store and organize emails within the system or via third-party apps

Application programming interface that allows for integration with other systems/databases

Allow users to access multiple services after entering their login credentials once

Search and filter data across systems to locate required information by entering keywords or certain criteria

Provides a channel for team members to share media files, communicate, and work together

Set up connections to third-party platforms to improve business processes

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Shortcuts for inputting frequently used messages

Gauge satisfaction and receive information for improvement and success

View and track pertinent metrics to find patterns and gain insights from data

Transfer queries and organize messages between agents

Geographic location of visitors determines behavior of the software

Track interaction history by documenting conversations for contacts

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

View messages sent by both parties during the chat conversation

Store and organize documents in a centralized system

Digitally share screen view with others

Manage, organize, and store contact information

Create and automatically send premade copy in response to customer messages

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Access software remotely via mobile devices

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Form to collect visitor contact information when live chat isn't available

Active monitoring of systems, applications, or networks

Allow customers/users to submit support queries and service requests

Public or private sharing of digital files such as documents, audio/video, images, and more

Tickets are automatically assigned to specific agents based on predefined rules

AI-based platform which conducts a conversation via auditory or textual methods

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

Create and automatically send premade copy in response to customer messages

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Active monitoring of systems, applications, or networks

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

Games or game-like elements to track progress and reward accomplishments

Recording, transcription, and analysis of sales calls for the purpose of training and generating insights

Customize data fields to support various needs and use cases

Gauge satisfaction and receive information for improvement and success

Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity

Provides a channel for team members to share media files, communicate, and work together

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking

Ability to chat online in real time

Automatically handle routine, repetitive tasks and processes without the need for manual intervention

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Identify different languages

Allows users to manage data from a number of sources

Predict future data based on historical data sets

Application programming interface that allows for integration with other systems/databases

System alerts about the need to escalate an issue or request

Protect sensitive data for digital privacy

Track interaction history by documenting conversations for contacts

Arrange tasks based on the level of priority or urgency

Securely stores data to prevent data loss or breaches

Templated responses for responding quickly to recurring support requests

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Allow users to access multiple services after entering their login credentials once

Access the system via a mobile application

View and track pertinent metrics to find patterns and gain insights from data

Define levels of authorization for access to specific files or systems

Pre-made examples and templates for emails

Notifications that are delivered to users as soon as an event occurs

Automatic reply functionality for incoming messages

Import and export data to and from software applications

Adjust communications based on previous interactions or personal preferences

Streamlining repetitive tasks and activities through automated and predefined workflows

Tool to send questionnaires to customers to gauge feedback

Score a lead on their quality or likelihood to buy based on certain behaviors

View messages sent by both parties during the chat conversation

Identify different languages

Existing bot models for AI-based tools commonly used for auditory and textual conversation methods

Automatically identify and save contact information of potential customers

Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language

Process and analyze human language in text or audio form

Manage and support multiple languages

Used as a promotional or demonstration tool in sales and marketing presentations

Interprets what a user is doing based on context and helps guide them through the process.

Automatic reply functionality for incoming messages

Provide online support for your customers through live chat or help desk functionality

AI-based platform which conducts a conversation via auditory or textual methods

Helps understand a user's intentions/actions

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

See options for potential search queries within the system

Transfer queries and organize messages between agents

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Shortcuts for inputting frequently used messages

Software program that continuously adjusts its behavior based on observed data

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Tickets are automatically assigned to specific agents based on predefined rules

Streamlining repetitive tasks and activities through automated and predefined workflows

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Train your system to interpret and transcribe voice messages

Track and interpret metrics on the usage of company resources

Track and manage adherence to policies for any service, product, process, or supplier

Completes tasks independently without constant human intervention

Categorize emotions expressed and identify if they are positive, negative or neutral

Protect sensitive data for digital privacy

Addition of necessary external data, applications, tools, or features

Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority.

Autonomously executes tasks such as scheduling, refunds, and renewals by integrating with external systems and APIs.

Process and analyze human language in text or audio form

Utilize NLP or speech recognition to understand conversational requests and provide accurate, context-aware responses

Manage and support multiple languages

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Predict future data based on historical data sets

Track interaction history by documenting conversations for contacts

Streamlining repetitive tasks and activities through automated and predefined workflows

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Integration with third-party CRM systems

Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context.

Interprets what a user is doing based on context and helps guide them through the process.

Record and track all relevant internal and external communications

Copy on the page or chat window encouraging the user to engage with the chat option

Track, manage, or resolve user requests and IT incidents/issues

Integrate with core HR systems such as HRIS, ATS, knowledge bases, and payroll software

Define a process for transferring calls/tickets to management

Provide proactive or multi-step task support, not only reactive conversational responses

Initiate timely prompts like nudges for development, simulated difficult conversations, or manager reminders

Automates the evaluation of applicants by matching resumes to job requirements and shortlisting top candidates

Automatically enforce local regulation and company policy during HR workflows.

Autonomously schedules interviews, follows up with candidates, and manages communication

Helps routing complex or critical decisions to humans, keeping oversight central to operations

Autonomously perform or assist with HR tasks across the employee lifecycle