[ Hiya Co... Reviews ](https://www.g2.com/products/hiya-connect-branded-call/reviews) [ Hiya Co... Reviews ](https://www.g2.com/products/hiya-connect-branded-call/reviews) # Hiya Connect Branded Call Features ##### ## 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 ##### ## Generative AI (4) 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. Show More ##### ## Additional Functionality (30) 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 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) [ ![RingEX](https://images.g2crowd.com/uploads/product/hd_favicon/7fda7f2577052a09d5896be010850215/ringex.svg "RingEX") RingEX 4.2/5(1,430) ](https://www.g2.com/products/ringex/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5(2,583) ](https://www.g2.com/products/talkdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/hiya-connect-branded-call/competitors/alternatives) Hiya Connect Branded Call Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_3cf12b407eabdbdfb08df192d7dbb0a0/truecaller-truecaller-for-business.jpeg "Product Avatar Image") Truecaller for Business 4.4/5(24) [ Compare Now ](https://www.g2.com/compare/hiya-connect-branded-call-vs-truecaller-truecaller-for-business) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_977f5b0b4fb6bb6e5a015696a79eb758/xtium-unified-communications-as-a-service.png "Product Avatar Image") XTIUM Unified... 4.2/5(70) [ Compare Now ](https://www.g2.com/compare/hiya-connect-branded-call-vs-xtium-unified-communications-as-a-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,558) [ Compare Now ](https://www.g2.com/compare/genesys-cloud-cx-vs-hiya-connect-branded-call) ##### Categories on G2 [Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance) ##### Explore More [OutSystems vs Mendix vs Microsoft Power Apps for a mid-market company that wants to build custom apps without building a full dev team?](https://www.g2.com/discussions/outsystems-vs-mendix-vs-microsoft-power-apps-for-a-mid-market-company-that-wants-to-build-custom-apps-without-building-a-full-dev-team)[Which Salesforce document generation tools work best for a sales team that needs e-signatures built in so quotes and contracts close without leaving Salesforce?](https://www.g2.com/discussions/which-salesforce-document-generation-tools-work-best-for-a-sales-team-that-needs-e-signatures-built-in-so-quotes-and-contracts-close-without-leaving-salesforce)[What influencer marketing platforms work well for a mid-market brand that needs to run campaigns across multiple channels without a big agency?](https://www.g2.com/discussions/what-influencer-marketing-platforms-work-well-for-a-mid-market-brand-that-needs-to-run-campaigns-across-multiple-channels-without-a-big-agency) [PR Firms in Austin](https://www.g2.com/categories/pr-firms/locations/austin-tx-us)[What's the best mobile marketing platform for avoiding unsubscribe spikes caused by poor personalisation and over-messaging?](https://www.g2.com/discussions/what-s-the-best-mobile-marketing-platform-for-avoiding-unsubscribe-spikes-caused-by-poor-personalisation-and-over-messaging)[Pros and Cons Details](https://www.g2.com/products/hiya-connect-branded-call/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)