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Agent Tooling

  • Generative AI knowledge base
  • Secure payment agent assist
  • Automated dispositioning

AI Use Cases

  • Language detection
  • Redaction in digital workitems
  • Transcription and summarization

Analytics

  • Reports with generic queries
  • Real-time dashboards
  • Widgets + customization

Architecture

  • Disaster recovery
  • No maintenance windows
  • CRM note API
  • REST APIs

Intelligent Routing

  • Situation & skill-based routing
  • Robust ACD Algorithms
  • In-queue sidebar

Journey Orchestration

  • Supervisory outreach to visitors
  • Workflow Engine
  • Bot-to-Agent-to-Bot journeys

Outbound Dialing

  • DID Number management
  • TCPA guardrails
  • Lead filtering

Platform