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Licences

You set your contact centre licence when you first create a contact centre. You can then manage or change your licence at any time on your contact centre summary page.

Basic​

Standard features to run your contact centre, such as inbound and outbound calls, agent tasks, after-contact work and more.

Enterprise​

All the basic features plus enterprise features such as Insights reports. You can enable most enterprise features by going to your Contact Centre > Customise > Features. Enterprise will incur additional costs and requires help to downgrade to a basic product licence.

Insights Reports​

A BI tool providing detailed insights on your contact centre. For more information, view our Insights docs.

  • Wallboard: a real-time view of the state of queues, which includes various metrics, such as Contacts In Queue, Longest Waiting, Agents Staffed, Agents Available, Agents On Contacts and more.
  • Performance Today: today’s metrics for the contact center, queues, agents, interactions, outbound campaigns, and callbacks.
  • Analytics: historical metrics for the contact center, queues, agents, interactions, outbound campaigns, callbacks, and wrap-up codes.
  • Custom Reports: access QuickSight and build your own custom reports to meet the needs of your contact centre.

Concierge​

Advanced natural language, AI powered IVR application. For more information, view our Concierge docs.

Conversations​

Conversational AI for immersive, scalable, automated interactions. For more information, view our Conversations docs.

Workforce Management​

Integrate with WFM platforms to help you efficiently manage staffing & service levels. For more information, view our Workforce Management docs.

Email​

Add email capabilities to allow your agents to interact with your customers via email. For more information, view our Email docs.