[ GoTo Co... Reviews ](https://www.g2.com/products/goto-connect/reviews) [ GoTo Co... Reviews ](https://www.g2.com/products/goto-connect/reviews) # GoTo Connect 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 (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 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 (3) Software Pairing Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365. Browser Extension Allows users to download the tool along as an extension to their browser of choice. Individual Download Requires users download the software on its own. Show More ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. 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 (4) Surveys Provides opportunity for customers to give feedback through a survey. Reporting Enables administrators to create customized reports reflecting customer satisfaction. Visitor Activity Allows administrators to track visitor activity to understand the research that was done before turning to customer service. Help Desk Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 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 (6) 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 Call Scheduling Schedule date and time for callbacks/follow-up calls or reminders Show More ##### ## Automation (3) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Show More ##### ## Documents (7) Editing Ability to edit documents directly in the platform. Document Signature Recipients can electronically sign documents when they are sent. Storage Ability to store an unlmited amount of faxes. Fax to Email Receive faxes directly in the email account Document Storage Store and organize documents in a centralized system Secure Data Storage Securely stores data to prevent data loss or breaches Electronic Signature Digitally sign online documents Show More ##### ## Sending (16) Fax Number Chose between a local, international or toll-free number to send faxes from. Existing Numbers Integrate your existing fax number with the software. Cross-Platform Sending Send a fax from the platform, a mobile app, or an email account. Unlimited Sending Ability to send an unlmited amount of faxes from your account. Contact Management Ability to store and manage your addess book within the platform. Alerts Recieve notifications of new faxes on any platform. Print Management Helps control, track and monitor printing processes File Management Create, save, and store files Invoice Management Captures invoice data and maintains comprehensive records for auditing and reporting purposes Email Management Manage, store and organize emails within the system or via third-party apps Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. User Management Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Email to Fax Send and receive emails by electronic fax Fax Management Show More ##### ## Design (9) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. 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 (4) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Show More ##### ## Performance (2) Third-Party Integrations Set up connections to third-party platforms to improve business processes 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 ##### ## Features (12) File Sharing Includes a way to easily share files between users. Voice Conferencing Allows multi-participant phone conferences. Video Conferencing Can host video conferences. Electronic Faxes Create, edit, preview, and send faxes electronically IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Video Call Recording Record and playback video calls Customizable Reports Alter the layout and content of reports Real-Time Reporting Active reporting of data and metrics Meeting Management Manage the process of planning and scheduling meetings, including agenda creation Screen Sharing Digitally share screen view with others Two-Way Audio & Video Presenter can see and hear participants and vice versa Virtual Voicemail Voice messages are stored online and accessible via a visual interface Show More ##### ## Extensions (1) Native VoIP Contains its own IP telephony system. Show More ##### ## Administrative (8) Session Summary Notes Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. Administrator Access Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Callback Scheduling Schedules callback times Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Show More ##### ## 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 (16) 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 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 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. 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 ##### ## Platform Basics - VoIP Providers (18) 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. Virtual PBX Provides compatibility with both hosted and virtual PBX solutions. 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 ##### ## Agentic AI - Customer Self-Service (7) 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 Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Contact Center (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - Auto Dialer (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Third-Party Integrations Set up connections to third-party platforms to improve business processes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Show More ##### ## Agentic AI - VoIP Providers (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Online Fax (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Active Directory Integration Integrates with Active Directory 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 ##### ## Agentic AI - UCaaS Platforms (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience 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 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 (261) 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 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 Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance Generative AI Use AI to generate content in the form of text, images, videos, etc. Voice Mail Computer-based system that allows users to send and receive voice messages SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access 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. Activity Tracking Track and document all activities across devices, networks, and other systems Interaction Tracking Track interaction history by documenting conversations for contacts Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Virtual Backgrounds Upload or use pre-set virtual backgrounds during video meetings Mobile Access Access software remotely via mobile devices 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. Access Controls/Permissions Define levels of authorization for access to specific files or systems Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Call Transfer Transfers live calls to other agents Group Messaging Group messaging lets multiple people carry on a group conversation Call Recording Record the audio of phone conversations for quality assurance purposes AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Task Management Create, manage and track all task activities and progression SMS Messaging Send messages via SMS Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Routing Sends voice calls to a specific queue based on predetermined criteria Multi-User Collaboration Two-way actions and communication between multiple users in real time Single Sign On Allow users to access multiple services after entering their login credentials once Chat/Messaging Communicate using direct chat or messages within the system Full Text Search Search for specific words or phrases within a document or database HIPAA Compliant Compliant with HIPAA, which sets standards for sensitive patient data protection Audit Trail A record of all activities within the system, including user access, changes made, etc. Delivery Tracking Track item deliveries through dispatch notifications, status and location tracking, and ETA updates Multiple Format Support Includes a variety of messaging formats including industry-specific (EDIFACT, HL7, X12) Access Controls/Permissions Define levels of authorization for access to specific files or systems FoIP Send/receive faxes through fax over IP connection Purchasing & Receiving Workflows that help acquire inventory, issue purchase orders and receive and store items in required quantity SMS Messaging Send messages via SMS CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Whitelisting/Blacklisting Control system access and/or deliverability for applications and email addresses Status Tracking Track the status over time for a request, process, asset, or transaction Multiple User Accounts Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service Archiving & Retention Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Encryption Convert data into a code for security Document Templates Customizable sample documents that contain placeholder text or a standard layout that can be repeated for each new file Generative AI Use AI to generate content in the form of text, images, videos, etc. Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Electronic Faxes Create, edit, preview, and send faxes electronically Collaboration Tools Provides a channel for team members to share media files, communicate, and work together AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Voice Mail Computer-based system that allows users to send and receive voice messages Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns 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 Caller ID Identify the number and contact information of a caller before answering the phone SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Role-Based Permissions Set & manage permission levels based on user roles and restrict access to only authorized individuals Activity Tracking Track and document all activities across devices, networks, and other systems Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Contact Database Centralized database of stakeholders and their contact information such as names, address, phone number etc. 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 Show More ## 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