[ CINNOX Reviews ](https://www.g2.com/products/cinnox/reviews) [ CINNOX Reviews ](https://www.g2.com/products/cinnox/reviews) # CINNOX Features ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. 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 (8) 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. Show More ##### ## 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. Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Generative AI (6) 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. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text-to-Speech Simulates human-like speech from text inputs. 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. Show More ##### ## 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 Show More [ ![Ada](https://images.g2crowd.com/uploads/product/hd_favicon/d9a6ebdf8b846e2ef3d40f78e4f8e4bb/ada-support-inc-ada.svg "Ada") Sponsored Ada 4.6/5 (173) Visit Website ](javascript:void(0)) ## Top-Rated Alternatives [ ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/df38f4e5568236bd9d4fb58e523fd491/fin.svg "Fin") Fin 4.5/5 (3,700) ](https://www.g2.com/products/fin/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5 (3,674) ](https://www.g2.com/products/freshdesk/reviews) [ ![Agentforce Service (formerly Salesforce Service Cloud)](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5 (6,952) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ View All Alternatives ](https://www.g2.com/products/cinnox/competitors/alternatives) CINNOX Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_30d7b9d80f68b61fdefb6ce5d1f55bb2/fin.png "Product Avatar Image") Fin 4.5/5 (3,867) [ Compare Now ](https://www.g2.com/compare/cinnox-vs-fin) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5 (3,751) [ Compare Now ](https://www.g2.com/compare/cinnox-vs-freshdesk) ##### Categories on G2 [ Live Chat ](https://www.g2.com/categories/live-chat)[ Conversational Support ](https://www.g2.com/categories/conversational-support)[ Contact Center ](https://www.g2.com/categories/contact-center) ##### Explore More [ Top HCM platforms for compliance-heavy industries ](https://www.g2.com/discussions/what-are-the-top-hcm-platforms-for-compliance-heavy-industries)[ Which ABM analytics software provides the most actionable insights? ](https://www.g2.com/discussions/which-abm-analytics-software-provides-the-most-actionable-insights)[ How does JumpCloud manage a mixed environment of macOS, Windows, Linux, iOS, and Android devices from a single console? ](https://www.g2.com/discussions/how-does-jumpcloud-manage-a-mixed-environment-of-macos-windows-linux-ios-and-android-devices-from-a-single-console) [ What's the top accounts receivable app for business ](https://www.g2.com/discussions/what-s-the-top-accounts-receivable-app-for-business)[ Top computerized maintenance management systems for manufacturing ](https://www.g2.com/discussions/what-are-the-top-computerized-maintenance-management-systems-for-manufacturing)[ Pros and Cons Details ](https://www.g2.com/products/cinnox/reviews?qs=pros-and-cons) Show More [ Top HCM platforms for compliance-heavy industries ](https://www.g2.com/discussions/what-are-the-top-hcm-platforms-for-compliance-heavy-industries)[ Which ABM analytics software provides the most actionable insights? ](https://www.g2.com/discussions/which-abm-analytics-software-provides-the-most-actionable-insights)[ How does JumpCloud manage a mixed environment of macOS, Windows, Linux, iOS, and Android devices from a single console? ](https://www.g2.com/discussions/how-does-jumpcloud-manage-a-mixed-environment-of-macos-windows-linux-ios-and-android-devices-from-a-single-console) [ What's the top accounts receivable app for business ](https://www.g2.com/discussions/what-s-the-top-accounts-receivable-app-for-business)[ Top computerized maintenance management systems for manufacturing ](https://www.g2.com/discussions/what-are-the-top-computerized-maintenance-management-systems-for-manufacturing)[ Pros and Cons Details ](https://www.g2.com/products/cinnox/reviews?qs=pros-and-cons)