[ Diabolocom Reviews ](https://www.g2.com/products/diabolocom/reviews) [ Diabolocom Reviews ](https://www.g2.com/products/diabolocom/reviews) # Diabolocom Features ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (3) Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Basic Communication (11) Phone Calls Enables users to place phone calls over the internet. Video Calls Enables users to place video calls over the internet. Instant Messaging Enables users to send instant messages over the internet. Screen Sharing Enables users to share screens over the internet. Conference Calls Enables multiple users to make phone or video calls over the internet at once. Desk-to-Desk Calls Enables users to contact one anothers through mobile phones and landlines. SMS Messaging Send messages via SMS Chat/Messaging Communicate using direct chat or messages within the system Video Call Recording Record and playback video calls Two-Way Audio & Video Presenter can see and hear participants and vice versa SIP Trunking Enables the connectivity to send and receive calls over the internet Show More ##### ## Advanced Features (3) Hold Music Offers users the option to play music for contacts who are on hold. Automated Attendants Offers users the option to set up an automated attendant to field calls and information when employees are unavailable. VOiP Number Offers users a unique number that can be dialed from anywhere. Show More ##### ## Access (1) Browser Extension Allows users to download the tool along as an extension to their browser of choice. Show More ##### ## Calling (3) Record Calls Records calls for future reference. Click-to-Call Gathers contacts from integrated tools, allowing users to call with one click. Auto Dialer Has auto-dialing or predictive dialing functionality. Show More ##### ## Contacts (4) Personalization Retains a log of extraneous contact information such as timezone and contact engagement. Information Locater Finds and opens saved contact information for reference at the time of a new call. Record Prospect Data Allows users to denote which contacts they believe are prospective customers. Contact Management Manage, organize, and store contact information Show More ##### ## Insights (5) Notes Allows users to take notes during or after the call for future reference. Daily Summary Delivers users a daily summary of activity. Automated Voicemails Sends automated voicemails to prospective clients who fail to answer. Automated Emails Sends automated emails to increase engagement with prospective clients. AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Process (2) Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (13) Email Ability to connect agents with customers through Live Chat. Social Connects employees with customers through a social media solution. Live Chat Ability to connect agents with customers through email. Phone Connects employees with customers through a calling solution. Text Ability to connect agents with customers through text message solution. Multi-Channel Coverage Software incorporates multiple digital communications channels. Open Listening Allows incorporation of inbound contacts from non-marketing channels. Physical Media Includes physical media (mail, flyers, billboards, etc.) in the channels mix. Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Live Chat Ability to chat online in real time Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Insight (2) Reporting Enables administrators to create customized reports reflecting customer satisfaction. Help Desk Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. Show More ##### ## Organization (12) Third-Party Integrations Set up connections to third-party platforms to improve business processes Meeting Management Manage the process of planning and scheduling meetings, including agenda creation Calendar Management Track and manage schedules and meetings via an integrated calendar Call Management Document Management Store, manage, and track all electronic documents in a centralized location Contact Management Manage, organize, and store contact information Task Management Create, manage and track all task activities and progression Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Notes Management Allow users to create, edit, and sort multiple notes Sales Activity Management Define, track, and/or automate sales activities and sales processes Email Management Manage, store and organize emails within the system or via third-party apps Show More ##### ## Performance Analysis (2) Email Tracking Track delivered, received, and opened emails Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Show More ##### ## 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 (2) 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. Show More ##### ## Conferencing Options (4) Audio Conferencing Allows users to communicate via audio channels. Video Conferencing Allows users to communicate via video channels. Video Streaming Allows users to view videos without downloading media files Two-Way Audio & Video Presenter can see and hear participants and vice versa Show More ##### ## Presenter Tools (1) Live Preview Provides a live preview of what viewers are seeing in real-time. Show More ##### ## Application Tools (5) Password Protection Provides password protection to screen sharing sessions. Video Call Recording Record and playback video calls In-Browser Application Software is available within browsers. Screen Recording Record and save a video file of what is happening on a computer screen On-Demand Recording Record the audio of phone conversations for quality assurance purposes Show More ##### ## Design (8) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Batch Communications Send messages, notifications, or documents to an entire customer base at the same time Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. On-Demand Communications Generate personalized communications upon request to meet customer needs Interactive Content Allow the audience to interact or engage with the content 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 (3) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Show More ##### ## Performance (1) Compliance Helps ensure customer privacy and data protection Show More ##### ## Functions (12) Call Routing Sends voice calls to a specific queue based on predetermined criteria 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 (11) 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 Call Recording Allows supervisors/managers to record and review telephone conversations of agents. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Call Reporting Track and report on all incoming and outgoing calls Show More ##### ## Voice (2) Dictation Provides dictation capabilities. Accuracy Gives the user a reliable and accurate transcription of the text. Show More ##### ## Transcription (13) Speaker Identification Identifies and differentiates between different speakers. Timecode Management Provides timestamps for the transcription and gives the user the ability to alter them. Custom Dictionary Ability to add words or phrases to a custom dictionary for transcription. Full Text Search Search for specific words or phrases within a document or database Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Version Control Track revisions and updates made to files and navigate between different versions User Management Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks File Management Create, save, and store files Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Data Storage Management Manage and store data in a database Meeting Management Manage the process of planning and scheduling meetings, including agenda creation Video Management Store and manage online video content Document Management Store, manage, and track all electronic documents in a centralized location Show More ##### ## Integration (4) Data Security Gives the user a secure platform for transcription which does not scrape data or compromise user data. API Provides an API to port the transcription into external applications. Voice Files Supports uploading recorded voice data into the solution. Real-Time Data Receive data and information in real time Show More ##### ## Platform (17) Live chat Provide tools for live chat on one's website. Augmented Analytics Analyze data and automatically generate insights using AI/ML technologies Proactive Chat Copy on the page or chat window encouraging the user to engage with the chat option Omnichannel Allows inflow of requests through various digital channels such as email, social media, etc. Mobile Access Allows users to access the software using mobile devices. Queue Management Provides queue management in case of increase in case/call inflow. Call Routing Allows distribution of incoming calls to agents. Call Back Allows users to request a call back. IVR Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. Automatic Call Distribution Allows automatic distribution of incoming calls to the agents. Call Transfer Transfers live calls to other agents Contact Management Manage, organize, and store contact information Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Survey/Poll Management Create and administer polls and surveys Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call List Management Manage and track all past and future calls. Show More ##### ## Workforce Management (16) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Mobile Access Allows users to access the software using mobile devices. Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Attendance Management Manage attendance for classes, shifts, meetings, or events Employee Management Track employee schedules, availability, and performance across projects and tasks Time Off Management Track and manage employee time-off, vacation, and sick leave requests Call Monitoring Allow managers/supervisors to monitor calls for quality assurance purposes. Performance Evaluation Allows managers/supervisors to evaluate the performance of agents. Real-Time Monitoring Active monitoring of systems, applications, or networks Show More ##### ## Administration (5) Automation Automates some or all operation related tasks Productivity Analysis Statistical data that helps identify improvement areas, delays or interruptions, and output of an employee Dashboards Has a centralized dashboard for users to interact with. Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Show More ##### ## Conversational Platform (3) 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. 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 (24) 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. 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. 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. 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. Generative AI Use AI to generate content in the form of text, images, videos, etc. 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. 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 Generation Allows users to generate text based on a text prompt. 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 ##### ## Platform - Contact Center Payments (4) Integration The platform is integrates seamlessly with help desk, customer self-service, and other common contact center platforms Alerts Customer support agents are quickly notified of rejected transactions Interactive Voice Recognition Uses Interactive Voice Recognition (IVR) to process payment procedures through voice commands or touch tone Reporting & Analytics Generates reports from analytics on payment data Show More ##### ## Payment Processing - Contact Center Payments (4) Privacy The platform is compliant with the regulations defined by the Payment Card Industry Data Security Standard (PCI DSS) Omni-Channel Supports payments processing from multiple channels such as Automated Clearing House (ACH), Credit Card, payment app, or buy now pay later (BNPL) Multi-Currency Allows customers to process payments in their preferred currency type Payments Payment transactions are performed Show More ##### ## Platform Basics - VoIP Providers (17) PBX systems, VoIP Softphone Contains PBX & VoIP softphone that can be used within the VoIP business system. Call Management Manages incoming calls with features such as call forwarding, transferring, and routing. Network monitoring Supports real-time network monitoring via dashboards and alerts to identify and resolve issues. Integrations Enables integrations with communication and CRM platforms. SIP trunking services Supports SIP trunking services for local and long-distance calls. Contact Management Manage, organize, and store contact information Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Fax Management Call List Management Manage and track all past and future calls. Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed 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 Real-Time Monitoring Active monitoring of systems, applications, or networks Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Workflow Management Create, design and manage workflows for repetitive tasks Call Center Integration Integration with third-party call center software Show More ##### ## Customer Query Resolution - AI Customer Support Agents (2) 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 (2) 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 ##### ## Speech Synthesis - AI Voice Assistants (2) Speech Synthesis Helps to generate human-like speech responses. 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 ##### ## Agentic AI - Salesforce AppExchange Apps (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes 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 ##### ## Call Center Infrastructure (CCI) (6) 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 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 Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Contact Center (6) 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 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 ##### ## Agentic AI - AI Sales Assistant (1) AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Agentic AI - Transcription (2) Third-Party Integrations Set up connections to third-party platforms to improve business processes File Transfer Move files across different systems or networks 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 (508) Live Chat Ability to chat online in real time Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customizable Reports Alter the layout and content of reports Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Automatic Call Distribution Distribute/route/connect calls Real-Time Data Receive data and information in real time Purchasing & Receiving Workflows that help acquire inventory, issue purchase orders and receive and store items in required quantity Employee Directory Access names, contact information, and roles of employees in a centralized repository 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 Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Call Scripting Provide agents with a typical response for common call subject matter Real-Time Reporting Active reporting of data and metrics Call Recording Record the audio of phone conversations for quality assurance purposes Real-Time Analytics Analyze and gain insights into data in real-time Virtual Call Center Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Auto-Dialer System that automatically dials calls Generative AI Use AI to generate content in the form of text, images, videos, etc. Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Call Transfer Transfers live calls to other agents Call Reporting Track and report on all incoming and outgoing calls Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details 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 Customizable Caller ID Mobile Access Access software remotely via mobile devices Callback Scheduling Schedules callback times IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response API Application programming interface that allows for integration with other systems/databases Interaction Tracking Track interaction history by documenting conversations for contacts Call Routing Sends voice calls to a specific queue based on predetermined criteria Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Video Conferencing Connect with meeting participants remotely over video Call Conferencing Facilitate virtual conferences that connect multiple people remotely Call Disposition Track and report on call outcomes Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Spam Blocker Filters used to determine different types of malware threats On-Demand Recording Record the audio of phone conversations for quality assurance purposes Caller Profiles Store caller information within an accessible database Multiple User Accounts Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service VoIP Connection Place/receive calls through voice over IP connection Conferencing Text to Speech Turns text into natural sounding speech Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data VoIP Call Queues Place callers on hold sorted in line based on the order of the incoming calls until the next available agent can pick up the call Call Screening View caller ID details such as name and number and determine how to respond by prioritizing or blocking it Access Controls/Permissions Define levels of authorization for access to specific files or systems Online Voice Transmission Transmit voice and other information digitally Unified Communications Consolidate and integrate communication tools as one platform or entity to enhance business communication and collaboration Voicemail Transcription Transcribe voicemail audio messages to written text that is sent over email Email Response Control Speech Recognition Train your system to interpret and transcribe voice messages Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Chat/Messaging Communicate using direct chat or messages within the system AI Writing Assistant Generates and edits text using machine learning For Sales Teams/Organizations Caters to sales teams Sales Automation Automate processes to manage leads, contacts, opportunities and sales activities Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Predictive Analytics Predict future data based on historical data sets Lead Scoring Score a lead based on quality or likelihood to buy/convert based on predetermined criteria Templates Sample files or documents that could be customized as needed or used as is Reminders Timed notification for any upcoming task, deadline, appointment, or activity Email Templates Pre-made examples and templates for emails SMS Messaging Send messages via SMS Personalization Adjust communications based on previous interactions or personal preferences Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Lead Engagement Communicate with potential customers by distributing promotional/informational materials via social media, email or other channels Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Omnichannel Outreach Using different methods or channels to connect with customers Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows 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 Part of Speech Tagging Categorize words in a text with a particular part of speech, depending on the definition of the word and its context. Natural Language Processing Process and analyze human language in text or audio form Customer Support Provide online support for your customers through live chat or help desk functionality Subtitles/Closed Captions Automatically create subtitles/closed captions Speech Recognition Train your system to interpret and transcribe voice messages Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Time Stamps Mark sentences, keywords, or phrases with specific time codes Custom Fonts Variable fonts or unique font pairings for designs Generative AI Use AI to generate content in the form of text, images, videos, etc. Caption Service Human service component to captioning software Media Upload Upload images, videos, and other types of media Text Overlay Create text to match video content Keyword Search Identify specific keywords in documents Full Text Extraction Pull information from scanning entire documents Multiple File Format Support Supports multiple file formats, such as Doc, Docx, PDF, HTML, etc. Speech-to-Text Analysis Analyze, correct, and monitor speech for transcriptions or recordings Preview Functionality Preview materials before finalizing projects AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Live Streaming Production Producing & broadcasting a variety of live video content over the internet, spanning live events, presentations, webinars & interviews Timecoding Automatic recording of timestamps from audio/video files File Sharing Public or private sharing of digital files such as documents, audio/video, images, and more Historical Reporting Information, data and reports that are being tracked over time Call Recording Record the audio of phone conversations for quality assurance purposes Data Synchronization Synchronizing data between two or more devices/systems and automatically updating changes to maintain consistency Data Import/Export Import and export data to and from software applications IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Automatic Formatting Automatically formats data in a predetermined way Multiple Format Support Includes a variety of messaging formats including industry-specific (EDIFACT, HL7, X12) Annotations Highlight content and/or make notations about parts of content Mobile Access Access software remotely via mobile devices Automatic Transcription Use AI to convert voice into text automatically Projections Estimate or forecast of a future scenario based on the study of present trends AI/Machine Learning Software program that continuously adjusts its behavior based on observed data For Manual Transcription For manual transcription Video Support Supports various video file formats Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Audio/video file upload Upload audio and video files Playback Controls Allow users to control playback options such as speed, pause, stop, play, etc. Chat Transcript Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Access Controls/Permissions Define levels of authorization for access to specific files or systems Multimedia Support Supports various file formats Automatic Transcription Services For automatic transcription services Multi-Language Manage and support multiple languages On-Demand Recording Record the audio of phone conversations for quality assurance purposes Secure Data Storage Securely stores data to prevent data loss or breaches Lead Capture Automatically identify and save contact information of potential customers Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Document Storage Store and organize documents in a centralized system Chat/Messaging Communicate using direct chat or messages within the system File Transfer Move files across different systems or networks Third-Party Integrations Set up connections to third-party platforms to improve business processes Presentation Streaming Broadcast live or pre-recorded presentations, including slides, videos, and multimedia content, over the internet On-Demand Webcasting An on-demand webcast is a pre-recorded presentation available online at the viewer's convenience Screen Capture Save a screenshot of your desktop as an image Calendar Management Track and manage schedules and meetings via an integrated calendar Multi-Participant Screen Sharing Allow several participants to share screens simultaneously Mobile Access Access software remotely via mobile devices Brainstorming Group collaboration to solve ideas in a productive and concentrated manner. Role-Based Permissions Set & manage permission levels based on user roles and restrict access to only authorized individuals API Application programming interface that allows for integration with other systems/databases Calendar Sync Synchronize with other calendars to view mutual availability and schedules Surveys & Feedback Gauge satisfaction and receive information for improvement and success Customizable Branding Add customized logos and colors to align with company branding Email Reminders Reminders sent via email Desktop/Browser Sharing Share screens of either your computer's desktop or your browser tab with another computer Email Management Manage, store and organize emails within the system or via third-party apps Meeting Management Manage the process of planning and scheduling meetings, including agenda creation Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Screen Mirroring Display your computer screen wirelessly on a TV or projector screen for real-time sharing with a large audience Annotations Highlight content and/or make notations about parts of content Generative AI Use AI to generate content in the form of text, images, videos, etc. Whiteboard Allows multiple users to simultaneously annotate on a digital whiteboard Targeted/Locked Screen Sharing Share only a specific tab on your desktop while continuing to work in other tabs without sharing them Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns File Management Create, save, and store files Mobile Screen Sharing Share screens from your tablet or smartphone Video Management Store and manage online video content User Management Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Real Time Screen Sharing Share your screen with a third party to enable them to see what changes/actions are being performed as they happen CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Presenter Control Management Allow one presenter to pass control of the screen sharing to another participant Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Microsoft Outlook Integration SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Video Support Supports various video file formats Scheduling Plan availability and assign specific time slots for tasks and resources Access Controls/Permissions Define levels of authorization for access to specific files or systems Availability Indicator Indication whether a resource is available or protected from allocation @mentions An @mention is a way to tag or notify a specific person about a message/post Commenting/Notes Leave comments and notes on documents for others to view Reminders Timed notification for any upcoming task, deadline, appointment, or activity Progress Tracking Reporting on how each user, task or process has advanced since its initiation Single Sign On Allow users to access multiple services after entering their login credentials once Discussions/Forums Online forums/groups where users can ask questions, share ideas, best practices, etc. Data Import/Export Import and export data to and from software applications Audio Calls Ability to make voice calls within the system Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Leave Tracking Manage and track employee attendance Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users For Call Centers Designed for call centers Employee Time Tracking Track and measure time worked for employees Third-Party Integrations Set up connections to third-party platforms to improve business processes Generative AI Use AI to generate content in the form of text, images, videos, etc. Activity Monitoring Track and report on everything that happens within the system or network Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data API Application programming interface that allows for integration with other systems/databases Call Recording Record the audio of phone conversations for quality assurance purposes Approval Process Control Manage the process of evaluating documents or requests submitted for approval Skills Tracking Track employee skills, competencies, training & qualifications Activity Tracking Track and document all activities across devices, networks, and other systems Variable Workforce Utilize third party services to cover unforeseen labor needs Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Employee Database Electronic storage of staff/employee contact information and job status in a centralized repository Online Time Clock Track/log the amount of time employees worked per job using a timer Agent Interface Agents can view and manage all customer requests and interactions. Customer Surveys Tool to send questionnaires to customers to gauge feedback Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors Transcripts/Chat History View messages sent by both parties during the chat conversation Language Detection Identify different languages Pre-Configured Bot Existing bot models for AI-based tools commonly used for auditory and textual conversation methods Lead Capture Automatically identify and save contact information of potential customers Code-free Development Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language Natural Language Processing Process and analyze human language in text or audio form Multi-Language Manage and support multiple languages For Sales/Marketing Used as a promotional or demonstration tool in sales and marketing presentations Contextual Guidance Interprets what a user is doing based on context and helps guide them through the process. Automated Responses Automatic reply functionality for incoming messages Customer Support Provide online support for your customers through live chat or help desk functionality Chatbot AI-based platform which conducts a conversation via auditory or textual methods Intent Recognition Helps understand a user's intentions/actions Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Query Suggestions See options for potential search queries within the system Transfers/Routing Transfer queries and organize messages between agents AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Canned Responses Shortcuts for inputting frequently used messages AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows 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 Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Chat/Messaging Communicate using direct chat or messages within the system Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Customizable Branding Add customized logos and colors to align with company branding Call Recording Record the audio of phone conversations for quality assurance purposes Autoresponders Create and automatically send premade copy in response to customer messages IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Email Management Manage, store and organize emails within the system or via third-party apps Template Management Create, save, and re-purpose templates for emails, forms, etc. SMS Messaging Send messages via SMS Surveys & Feedback Gauge satisfaction and receive information for improvement and success Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages Interaction Tracking Track interaction history by documenting conversations for contacts 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. Workflow Management Create, design and manage workflows for repetitive tasks Customer History Access previous interactions or concerns to maintain customer relationships Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Video Support Supports various video file formats CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Inbox Management Organize, prioritize, and manage incoming communications 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 Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Activity Tracking Track and document all activities across devices, networks, and other systems Chat/Messaging Communicate using direct chat or messages within the system Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customer History Access previous interactions or concerns to maintain customer relationships Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Real-Time Analytics Analyze and gain insights into data in real-time Phone Key Input Call Logging Collects essential call data such as call origin, call destination, call length, and other transaction details Customizable Reports Alter the layout and content of reports Real-Time Data Receive data and information in real time AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users 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 Activity Tracking Track and document all activities across devices, networks, and other systems Live Chat Ability to chat online in real time Call Scripting Provide agents with a typical response for common call subject matter Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. Voice Mail Computer-based system that allows users to send and receive voice messages Voice Customization API Application programming interface that allows for integration with other systems/databases Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number SMS Messaging Send messages via SMS Callback Scheduling Schedules callback times Caller ID Identify the number and contact information of a caller before answering the phone Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Surveys & Feedback Gauge satisfaction and receive information for improvement and success Auto-Dialer System that automatically dials calls Pre-recorded Messages Set of pre-recorded messages for candidates that can be shared before, during and after the video interview Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Multiple Scripts Interaction Tracking Track interaction history by documenting conversations for contacts Call Disposition Track and report on call outcomes Meeting Management Manage the process of planning and scheduling meetings, including agenda creation AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Reminders Timed notification for any upcoming task, deadline, appointment, or activity Recommendations Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement Lead Distribution Route and distribute your leads to third party buyers Workflow Management Create, design and manage workflows for repetitive tasks Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Email Management Manage, store and organize emails within the system or via third-party apps Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Activity Tracking Track and document all activities across devices, networks, and other systems Email Templates Pre-made examples and templates for emails Third-Party Integrations Set up connections to third-party platforms to improve business processes Customizable Fields Customize data fields to support various needs and use cases Sales Pipeline Management Pipeline view and tracking lead status Generative AI Use AI to generate content in the form of text, images, videos, etc. Automatic Call Distribution Distribute/route/connect calls Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Lead Capture Automatically identify and save contact information of potential customers Deal Management Defines specific deal parameters to negotiate and secure deals Call List Management Manage and track all past and future calls. Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Call Recording Record the audio of phone conversations for quality assurance purposes For Contact Centers Designed for contact centers. CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Data Management Ability to handle large datasets Calendar Management Track and manage schedules and meetings via an integrated calendar Chat/Messaging Communicate using direct chat or messages within the system Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors API Application programming interface that allows for integration with other systems/databases Task Management Create, manage and track all task activities and progression Interaction Tracking Track interaction history by documenting conversations for contacts Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Show More ##### ## Dashboard (1) Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Show More ##### ## Speech Recognition (1) Speech Recognition Train your system to interpret and transcribe voice messages Show More ##### ## Compliance Management (1) Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Show More ##### ## Autonomous Task Execution (1) Autonomous Task Execution Completes tasks independently without constant human intervention Show More ##### ## Sentiment Analysis (1) Sentiment Analysis Categorize emotions expressed and identify if they are positive, negative or neutral Show More ##### ## Data Security (1) Data Security Protect sensitive data for digital privacy Show More ##### ## Third-Party Integration (1) Third-Party Integration Addition of necessary external data, applications, tools, or features Show More ##### ## Human-in-the-loop (HITL) (1) Human-in-the-loop (HITL) Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority. Show More ##### ## Agentic Task Execution (1) Agentic Task Execution Autonomously executes tasks such as scheduling, refunds, and renewals by integrating with external systems and APIs. Show More ##### ## Natural Language Processing (1) Natural Language Processing Process and analyze human language in text or audio form Show More ##### ## Conversational AI (1) Conversational AI Utilize NLP or speech recognition to understand conversational requests and provide accurate, context-aware responses Show More ##### ## Performance Metrics (1) Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Show More ##### ## Interaction Tracking (1) Interaction Tracking Track interaction history by documenting conversations for contacts Show More ##### ## Knowledge Base Management (1) Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Show More ##### ## CRM Integration (1) CRM Integration Integration with third-party CRM systems Show More ##### ## Inquiry Routing (1) Inquiry Routing Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context. Show More ##### ## Contextual Guidance (1) Contextual Guidance Interprets what a user is doing based on context and helps guide them through the process. Show More ##### ## Communications Management (1) Communications Management Record and track all relevant internal and external communications Show More ##### ## Proactive Chat (1) Proactive Chat Copy on the page or chat window encouraging the user to engage with the chat option Show More ##### ## Ticket Management (1) Ticket Management Track, manage, or resolve user requests and IT incidents/issues 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) [ ![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) [ ![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) [ View All Alternatives ](https://www.g2.com/products/diabolocom/competitors/alternatives) ##### Categories on G2 [ AI Sales Assistant ](https://www.g2.com/categories/ai-sales-assistant)[ Screen Sharing ](https://www.g2.com/categories/screen-sharing)[ Outbound Call Tracking ](https://www.g2.com/categories/outbound-call-tracking) [ AI Customer Support Agents ](https://www.g2.com/categories/ai-customer-support-agents)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service)[ Chatbots ](https://www.g2.com/categories/chatbots)[ Salesforce AppExchange Apps ](https://www.g2.com/categories/salesforce-appexchange-apps)[ Conversational Support ](https://www.g2.com/categories/conversational-support)[ Social Customer Service ](https://www.g2.com/categories/social-customer-service)[ VoIP Providers ](https://www.g2.com/categories/voip-providers)[ Customer Communications Management ](https://www.g2.com/categories/customer-communications-management)[ Auto Dialer ](https://www.g2.com/categories/auto-dialer)[ Contact Center ](https://www.g2.com/categories/contact-center)[ Transcription ](https://www.g2.com/categories/transcription)[ Call Center Infrastructure (CCI) ](https://www.g2.com/categories/call-center-infrastructure-cci)[ Contact Center Quality Assurance ](https://www.g2.com/categories/contact-center-quality-assurance)[ AI Voice Assistants ](https://www.g2.com/categories/ai-voice-assistants)[ Contact Center Workforce ](https://www.g2.com/categories/contact-center-workforce)[ Speech Analytics ](https://www.g2.com/categories/speech-analytics)[ Contact Center Payments ](https://www.g2.com/categories/contact-center-payments) Show More ##### Explore More [ Which integration platforms reduce interface implementation time by up to five times compared to manual coding? 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