From the first ring to the summary.
next is a contact center in your browser. The flow designer routes each call, queues and the agent desktop answer it, and AI writes down what was said. Everything here is in every plan unless it says otherwise.
Draw the route, ring it, publish it.
A flow is the route a call takes, drawn as steps on a canvas. The designer checks it while you draw, and nothing reaches your callers until you publish.
- A test call before you publishRing the draft from your browser and press the keys a caller would.
- Checked while you drawDead ends, loose outputs and unknown queues are flagged before you publish.
- Every version keptA call stays on the version it started on, and any version can become the draft again.
The flow designer with a call flow: an entry, opening hours, a menu with two options and three queues.
Every step a call can take.
Talk to the caller, decide on the time or on an answer from your own system, connect to a queue or a number, or end with voicemail.
- Opening hours per contact centerEach contact center has its own schedule and time zone.
- Ask your own systemAn HTTP lookup fetches data during the call, and the flow decides on it.
- Transfers you allowOnly to the countries you allow, and never to premium-rate numbers.
The flow designer's steps, in four groups: talk and ask, decide, connect and end.
Calls wait in queues, agents pick them up.
Each queue belongs to a contact center and has its own agents. A waiting call is offered to an agent who is free, or an agent picks a caller from the list.
- Offer or pickOffered to a free agent, or picked from the list by name and wait.
- Callback and voicemailA caller who doesn't want to wait can be called back or leave a message.
- Wrap-up time you setPer queue, per contact center or for the whole account.
The agent's queue list: three queues with the callers waiting in them, the longest wait first, each with a Pick button.
Answer in the browser.
The agent desktop is a softphone in a browser tab: nothing to install, no desk phone. The caller's name comes from your address book, and after the call the agent picks a wrap-up code and writes a note.
- Hold, mute, keypad and transferTransfer to a queue, a number or a contact from the address book.
- Presence with your own reasonsAway · Lunch, Away · Training: the reasons you define.
- Wrap-up codesThe dispositions you define, with the note kept in the call's history.
The agent desktop during a call: the caller's name, the timer and the Mute, Hold, Keypad, Transfer and Hang up buttons.
AI that listens along.
During the call the agent sees the transcript and notes that keep up with it; afterwards a summary waits in the call's history. AI is off until an admin switches it on, and callers hear a short notice first.
- Live transcript and notesIn the agent desktop while the call is on, with Agent Assist.
- A summary of every callIn the call's history beside the recording, with AI Essentials.
- Personal data taken outCard numbers, IBANs, phone numbers and e-mail addresses are removed before anything is stored.
The agent app during a call: the transcript beside notes that keep up with it, and below it the summary of the call.
A step that listens.
The voice bot asks what the call is about in plain speech and routes on the answer. It is a step like any other: draw it into a flow, ring it, publish it.
- Plain speech, not keysCallers say what they need instead of choosing from a menu.
- Routes on the answerOutage, billing or anything else: each answer is an output on the canvas.
- The agent knows what was saidWhat the bot heard arrives with the call.
A flow with a voice bot step that asks what the call is about and routes to the Outages, Billing or Support queue.
See the floor as it is.
The live view shows every queue and agent right now. The history has every call with its route, recording and summary, and the reports count what happened per hour, day or week.
- Live viewCallers waiting, the longest wait and each agent's state.
- Call historyRoute, recording, transcript and summary, for the people allowed to see them.
- ReportsVolume, service level, wait times, agents and wrap-up codes; CSV export in Pro.
The supervisor's live view: 7 callers waiting, a longest wait of 4:12, a service level of 82% in 20 seconds and 4 of 12 agents available.
Your rules, your data.
Admins set up contact centers, users and roles themselves. You decide how long calls and recordings are kept, and every change an admin makes is on the audit trail.
- Several contact centersEach with its own hours, time zone, queues and recording policy.
- RolesAdmin, Supervisor and Agent; a supervisor sees only their own contact centers.
- Sign in with Google or a codeBy invitation only, with no passwords to manage.
- Retention you chooseCalls and recordings are deleted after the period you set; longer in Pro.
- Your own recording bucketIn Pro, recordings are stored in a Google Cloud bucket of your own.
- Hosted in the EUThe platform runs on Google Cloud in the Netherlands.