Sangoma Contact Center
Elevate the customer experience
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Advanced Contact Center
• Agent login/logout on queues, with timesheet reporting including productive and unproductive pauses
• Callbacks and post call surveys
• Real-time displays
• In-depth reporting
• Call barge, monitor, and whisper functionality
• Cloud-based recording of agents’ inbound and outbound calls for quality assurance or compliance purposes
• Interactive voice response with text to speech
Call Control
• Call transfer
• Skill-based routing strategies
• Flexible queuing configurations
• Click-to-dial
• IVR builder
Integration
• Concurrent and named agent licensing available
• Mobile agent app
• Sangoma contact center salesforce connector
• Contact center data daily exports
• Click-to-dial chrome extension
• HIPAA-compliant
Reporting
• Call history
• SMART alert history
• Traffic analysis
• Queue summary
• Answered x abandoned x SLA detailed
• Agent activity timeline
• Call reasons by agent
• Queue annual report
• Complete pause report
• ATT & ASA history
Automation & AI
•IVR with TTS support
•AI: Virtual Agent Assistants (G. Dialogflow)
•AI: Chatbot Connector (G. Dialogflow)
•AI Assist: Content generation with OpenAI GPT-3.5 Turbo to help Agents increase their productivity in textual channels.
•AI: Speech Analytics from processing call recordings to generate transcripts, summaries, and sentiment.