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
Gain insights into customer-agent conversations through sentiment analysis and topic trends to highlight areas of improvement, recognition or concern to better understand and serve customers and employees.
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.