AI Contact Center features
Explore AI Contact Center features. Calls, queues, and customer context in Help Desk.
Interactive voice response (IVR) Let callers choose the team they need. Route menu selections to agents or voicemail.
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Call routing & queue management Distribute calls across available agents. Set business hours, wait limits, and greetings.
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Call monitoring & coaching Help agents while the conversation is happening. Listen silently, whisper privately, or join calls.
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Call recording & transcription Keep conversations available for review. Find recordings, transcripts, and AI summaries in tickets.
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Warm transfer Give the next agent context before handing off. Consult privately, then transfer or start a conference.
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Queue callback Let callers leave hold without losing their place. Connect an available agent before calling them back.
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Live dashboard See what needs attention right now. Watch active calls, queue waits, and agent availability.
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Reporting & analytics Understand call activity beyond the current queue. Review call trends, agent performance, and queue behavior.
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