Get started

Complete the supervisor training, or proceed through the various setup tasks for your contact center, step-by-step.

Contact center

Configure settings for contact center agents, such as adding ACD skills, adding wrap-up codes, managing queues, and creating canned responses.

Contact center performance tools

See dashboards and views, work with queue and management tools, set and receive alerts, and generate reports to check the current and past performance of your contact center.

Interaction routing (ACD)

Dynamically match customer interactions and agents.

Outbound dialing

Manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.

Performance management

Provide agents with the tools and motivation to improve their performance with development and feedback training modules and gamification.

Quality management

Manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.

Scripting

Scripts are on-screen instructions that help agents process calls. Scripts present details about a caller or contact to the agent, often with fields for collecting or updating information.

Speech and text analytics

Manage automated speech and text analytics capabilities on interactions to provide deep insight into customer-agent conversations

Workforce Engagement Management

Drive employee engagement to enhance business outcomes with features such as workforce management, performance management, quality management, and speech and text analytics.

Workforce management

Create and monitor management units, make configuration changes, develop short-term forecasts, create and publish schedules, and evaluate intraday differences between forecast and actual values.