Product updates

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Agent Workflows: Updates in Conversation Management

We're rolling out new features and fixes to improve your workflow and experience: These updates aim to streamline your process and enhance productivity....

October 16, 2023

Agent Desktop Console

Empower Customer Support with Knowledgebase Capabilities

We are thrilled to introduce an exciting new addition to our platform that enhances your customer support capabilities - the Knowledgebase feature. This...

August 18, 2023

Console

Reduce Customer Wait time using Callback Requests

We are excited to announce a new capability that will help reduce wait times and keep customers happy. Now, when a contact requests a callback while waiting...

August 8, 2023

Console

Agent calling capability via Web Browser

We are very excited to announce several exciting product changes that will make life easier for our agents. These changes include the ability to log in via a...

July 28, 2023

Console

Agent Status Metrics

We are thrilled to announce the release of Agent status dashboards under our Agent Metrics report. Admins can view the no: of active agents per day, and...

July 17, 2023

Console

Introducing CSAT Feedback Collection via Voice IVR

Admins can now enable CSAT feedback collection using IVR input for voice-based conversations. Gain valuable insights into customer satisfaction levels and...

July 11, 2023

Agent Desktop Console

Introducing Snippets for Effortless Messaging!

Agents can now take advantage of the new Snippets feature to respond faster and with precision. Snippets offer a collection of predefined message templates...

July 11, 2023

Agent Desktop Console

Live Customer Call Monitoring and Coaching

Now Supervisors can stay on top of customer calls in real-time with our enhanced monitoring feature. Supervisors can ensure call quality and compliance while...

July 11, 2023

Console

Agent Assignment Metrics

We have introduced Agent Assignment Metrics to help monitor customer service levels and agent behavior during assignment. With this report, you will be able...

June 30, 2023

Agent Desktop Console

Improvements in transferring Conversations and Agent capacity

Ability to transfer messaging and omnichannel conversations We are excited to share the news of our newly expanded omnichannel support for agents. Agents can...

June 20, 2023