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Contact Center Functionality

Automated Call Distribution (ACD)

The Automated Call Distribution engine is the “routing’’ engine that manages inbound and outbound media, making sure that phone calls, emails, chats, and texts are properly routed. For inbound media, this advanced system has a myriad of configuration options and extensible features that offer the most sophisticated skill set management systems and the easiest queue management.

PBX Integration

Contact Center (CC) uses SIP trunks to connect from the cloud to any PBX or PSTN connection that supports SIP trunking. There are multiple ways to deploy CC:


Contact Center offers several styles of real-time dashboards that display important performance data including:


Contact Center has a robust reporting engine that offers more than 50 canned reports including:

Call Recording

The agent system includes the ability to record agents’ calls for quality management and call tracking. This is included as part of the agent seat license.

Workforce Management (WFM)

Contact Center includes Workforce Management functionality for agent administration including:


CC Specifics

Contact Center supports many other actions that are industry standard but may require additional professional services and/or fees for implementation and usage.