| Features |
| CC License Type |
Concurrent Seats* |
Concurrent Seats* |
| UC Bundling with CONNECT |
Sold with CONNECT or standalone |
Sold with CONNECT or standalone |
| Access to Integrated Employee Collaboration and Advanced Call Handling within CONNECT |
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| Admin Portal |
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| Admin Portal |
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| Supervisor App |
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| Real-Time Agent Status |
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| Inbound Voice Channel Queues |
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| Automatic Call Distribution (ACD) |
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| Position in Queue & Estimated Wait Time Messages |
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| Supervisor Functions (Monitor, Whisper, Barge-in) |
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| Real-Time, Historical & Graphical Reports |
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| Real-Time Dashboards |
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| Call Recording |
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| Pre-Built Integrations (Dynamics, Salesforce, Zendesk, Slack)1 |
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| Agent Desktop & Web Application |
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| Scheduled & Custom Reports |
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| Customizable IVR |
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| Skill-Based Routing |
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| Geo-Routing |
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| Advanced Rules-Based Routing(Last agent, Preferred agent etc.) |
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| Custom Agent Status |
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| Real-Time Customizable Threshold Alerts |
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| Queued Callback & Queued Voicemail |
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| Emergency Queue Bulletins |
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| Post-Call Surveys |
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| Text-to-Speech |
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| Call Scripting |
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| Outbound Voice & Blended Channel Queues |
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| Outbound Dialer(Scheduled Power Dialing) |
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| Elastic Demand Support2 |
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| Chat Channel Queues |
Add-on (+$) |
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| Email Channel Queues |
Add-on (+$) |
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| SMS Channel Queues |
Add-on (+$) |
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| Dynamic Notification (Voice, Email & SMS) |
Add-on (+$) |
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| Schedule Manager |
Add-on (+$) |
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| AI - Powered Interaction Analytics |
Add-on (+$) |
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| Evaluator (QA Templates & Scoring) |
Add-on (+$) |
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| Screen Recording |
Add-on (+$) |
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| Custom CRM Integration |
Prof. Services (+$) |
Prof. Services (+$) |
| Custom WFM Integration |
|
Prof. Services (+$) |
| Custom IVR Integrations & Self Service Applications (DB Data Dips, Intelligent Routing, Payment IVRs etc.) |
|
Prof. Services (+$) |
| Speech Recognition Integration |
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| CONTACT CENTER CONCURRENT SEAT USAGE |
| Inbound Domestic (Contact Center Usage) |
Unlimited |
Unlimited |
| Outbound Domestic (Contact Center Usage/Dialer) |
6,000 mins/month per concurrent seat |
6,000 mins/month per concurrent seat |
| Toll-free Inbound/Outbound |
As per toll-free bucket/per minute |
As per toll-free bucket/per minute |
