Solution features that take your business further.

Our world-class solution features will help you transform:

Omnichannel contact handling
Supervisor experience
Agent performance
CX

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SmartAgent comes with a range of in-built and optional features designed to improve any contact centre...

Integrate with MS Teams

SmartAgent streamlines Teams comms, in-app directory, direct messaging, no third-party apps needed.

Internal messaging

SmartAgent's messaging & broadcasting capabilities keep users connected with message lists, direct messaging, & streamlined info sharing.

ID&V

Improve CX with Amazon Connect Voice ID and Lex by adding ID&V to any channel, saving agent time and reducing handling times.

Quick Replies

Pre-made messages for quick responses, reducing handling time & increasing agent satisfaction. Fully customizable.

Real-time wallboards

View real-time data on contact center performance with agent wallboards. Configurable view and queue/agent metrics for performance assessment.

Quality assurance

Search, review, evaluate and score contact recordings and transcriptions on a single screen. Compatible with Contact Lens, self-configured, and onboard calibration.

Next best actions

It uses real-time data to determine the most effective actions agents can take to enhance the customer experience.

Callbacks

Reduce queue times, improve CX with callback booking. Configurable via web chat or voice, with timing/limit options. Cost-effective and customer-friendly.