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...


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Integrate with MS Teams


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

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Internal messaging


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

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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.

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Quick Replies


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

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Real-time wallboards


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

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Quality assurance


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

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Next best actions


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

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Callbacks


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
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SmartAgent Desktop - Powerful & Customisable


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WFM Integration for Visual Schedule & Compliance

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Visual Queue & Intent Classification

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Visual ID&V Confirmation, Status & Override

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User Provisioning & Management

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Transcription, Speech & Text Analytics (optional)

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Surface All Contact Details & Context

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Self-service Business Continuity & DR

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SAML Single Sign On (SSO) with MFA

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Outbound Omnichannel Management

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Jabra Call Control & Analytics

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Integrate with any API/ back-office System

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Inbound Omnichannel Management

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Detailed Contact History, Recordings & Metrics

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Inbound Contact Recognition

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Warm, Cold & Blended Call Transfer

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Agent Status & Availability

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Next Best Action & Agent Scripting

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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.

Book a demoContact us