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Licences

You set your contact centre licence when you first create a contact centre. You can then manage or change your licence at any time on your contact centre summary page.

contact centre enterprise licence Your contact centre page with an Enterprise licence enabled

Basic​

Standard features to run your contact centre, such as inbound and outbound calls, agent tasks, after-contact work and more.

Enterprise​

All the basic features plus enterprise features such as Insights reports. You can enable most enterprise features by going to your Contact Centre > Customise > Features. Enterprise will incur additional costs and requires help to downgrade to a basic product licence.

Insights Reports​

A BI tool providing detailed insights on your contact centre. For more information, view our Insights docs.

  • Wallboard: a real-time view of the state of queues, which includes various metrics, such as Contacts In Queue, Longest Waiting, Agents Staffed, Agents Available, Agents On Contacts and more.
  • Performance Today: today’s metrics for the contact center, queues, agents, interactions, outbound campaigns, and callbacks.
  • Analytics: historical metrics for the contact center, queues, agents, interactions, outbound campaigns, callbacks, and wrap-up codes.
  • Custom Reports: access QuickSight and build your own custom reports to meet the needs of your contact centre.

Concierge​

Advanced natural language, AI powered IVR application. For more information, view our Concierge docs.

Conversations​

Conversational AI for immersive, scalable, automated interactions. For more information, view our Conversations docs.

Workforce Management​

Integrate with WFM platforms to help you efficiently manage staffing & service levels. For more information, view our Workforce Management docs.

Email​

Add email capabilities to allow your agents to interact with your customers via email. For more information, view our Email docs.