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.



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.



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

We’ve simplified the Quality Assurance process for your Assessors.

Search and surface contact, recordings and transcriptions, and then evaluate and score on a single screen.

  • Works with Contact Lens
  • Self-service configuration
  • Onboard calibration
  • Works on every channel

SmartAgent Desktop - Powerful & Customisable

WFM Integration for Visual Schedule & Compliance

Visual Queue & Intent Classification

Visual ID&V Confirmation, Status & Override

User Provisioning & Management

Transcription, Speech & Text Analytics (optional)

Surface All Contact Details & Context

Self-service Business Continuity & DR

SAML Single Sign On (SSO) with MFA

Outbound Omnichannel Management

Jabra Call Control & Analytics

Integrate with any API/ back-office System

Inbound Omnichannel Management

Detailed Contact History, Recordings & Metrics

Inbound Contact Recognition

Warm, Cold & Blended Call Transfer

Agent Status & Availability

Next Best Action & Agent Scripting

Agent Directory & Instant Messaging

Want to learn more?

Head to our blog page to read about the latest features and functionality added to SmartAgent.

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Ready to reimagine your contact centre?

We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.

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