Agents handle inbound customer service and outbound sales campaigns from a single interface. Switch between modes automatically based on queue conditions, maximizing productivity and resource utilization.
Intelligent workload management that switches agents between inbound calls, outbound campaigns, callbacks, and other tasks based on real-time demand. No idle time, no missed opportunities — just perfectly balanced operations.
Agents automatically switch between inbound queues and outbound campaigns based on priority rules and queue conditions. When inbound slows down, agents get outbound leads. When calls pour in, outbound pauses.
Benefit: Maximum agent utilization with no manual intervention or idle time.
Configurable priority systems ensure critical inbound calls always get answered while maintaining outbound productivity. Set rules for service levels, queue thresholds, and campaign priorities.
Benefit: Perfect balance between customer service excellence and proactive business development.
Complete performance visibility across all activities. Track agent productivity, campaign results, and service levels in unified dashboards that show the complete operational picture.
Benefit: Comprehensive insights for optimization and performance management across all contact types.
Intelligent algorithms continuously optimize agent assignments across all contact types:
AI-powered efficiency.
Blended operations eliminate the inefficiencies of dedicated inbound or outbound teams. Agents stay productive during slow periods, inbound service levels remain high during busy times, and overall contact centre efficiency soars.
Businesses save on staffing costs while improving both customer service and sales results. One team, properly managed, can deliver exceptional results across all customer touchpoints.
Every second optimized.