Voice and IVR
Browser calling, a visual IVR builder and an Arabic voicebot
Routing and queues
The right agent, every time
Every conversation is matched to the agent with the right skills and language. Nobody waits forever, and nobody has to stay on hold to keep their place.
What you get
Skills and languages
Give agents skills with a proficiency from 1 to 5 and the languages they speak. Queues ask for skills and prefer the caller’s language, taken from the IVR, the number dialled or the CRM.
Best match first
The best-matched agent gets the call. If none is free, the requirements relax after the time you set, so the caller is never stranded.
Priority and VIP
Important customers move up the queue — with ageing, so everyone else still gets answered.
Virtual hold and callback
Callers press a key to hang up and keep their place. When their turn comes, the agent is connected first and the platform calls them back.
Voicemail as a task
Out of hours, when a queue is full or after a timeout, callers can leave a message that becomes a task in the queue, with a retention period and a notice to the supervisor.
Routing strategies
Choose how each queue distributes work, and watch the queue live on the wallboard.
Works well with
Analytics and reporting
Wallboards, service levels, CSAT and reports
See it with your own calls
Book a 30-minute demo with our team. We will show you the platform in Arabic and English, set up around your queues.
