REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Cat avg: 8.3
Top Performing Features
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Cat avg: 8.3
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Cat avg: 8.1
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Cat avg: 8.4
Worst Performing Features
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Cat avg: 8.6
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Cat avg: 8.3
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Cat avg: 8.1
CDC Software Features from Reviews
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
8.3-3%
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.3
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 8.1
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
8-6%
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.4
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.6
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.3
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.1