CCaaS system feature matrix

Feature name	Chat	Email	Voice	Short description
AI - Conversation categorization	✓	✓	✓	Automatically categorize a conversation based on pre-defined categories and subcategories using AI.
AI - Conversational bots	✓	✓	✓	Powerful LLM based conversational bots.
AI - Conversational bots: multiple languages & voice models	✓	✓	✓	Multilingual conversational bots with support for thousands of voice models, enabling tailored customer experiences across channels.
AI - Knowledge bases	✓	✓	✓	Easy-to-use knowledge base support for bots and copilot functionalities
AI - Linked knowledge bases	✓	✓	✓	Link multiple knowledge bases to expand bot and agent assist capabilities across channels.
AI - Human handoff	✓	✓	✓	Tools for conversational bots to handoff conversations with context to a human agent
AI - Multiple bots orchestration	✓	✓	✓	Support for multiple conversational bots in a single flow.
AI - Bot Quality management	✓	✓	✓	Powerful insights to analyze and optimize the performance of conversational bots.
AI - Draft Mode	x	✓	x	Use the AI to generate an email draft for the agent to review before sending it to the customer.
AI - Bot attachment support	✓	✓	x	Chat and email conversational bots can now process attachments.
AI - Agent assist for live translation	x	x	✓	Agent Assist feature introduced for native voice live translation.
AI - Live translation	x	x	✓	Translate customer messages into agent's spoken languages and vice-versa in real time.
AI - Live translation fine-tuning & TTS vocabulary support	x	x	✓	Improve real-time voice translation accuracy by applying regex-based text manipulation to transcriptions, and enhance TTS output with custom vocabulary and dictionaries for tailored terminology and pronunciation.
AI - Live translation providers	x	x	✓	Real-time voice translation powered by configurable providers: STT (Google, Azure), TTS (Azure), and translation engines (DeepL, Amazon, Azure).
AI - Next best action	x	x	✓	Use AI & Knowledge base to provide speech suggestions to the agent.
AI - Reply enhancer	✓	x	x	Use the AI to enhance a reply before sending it to the customer.
AI - Summarization	✓	✓	✓	Use AI to summarize a past conversation transcript and provide it to the agent & supervisor.
AI - Voice model selection	N/A	N/A	✓	Thousands of voice models available for AI conversational bots or live translation with support for many languages
AI - Outbound voice campaigns	N/A	N/A	✓	Outbound voice campaigns with workflow support, integrations and AI Conversational bots.
AI - Speech transcription: language profiles & engine selection	x	x	✓	Configure language profiles to select the optimal speech-to-text engine for each customer, improving transcription accuracy and multilingual support.
AI - Voice bots TTS providers: ElevenLabs, Azure	N/A	N/A	✓	Choose from advanced text-to-speech providers, including ElevenLabs and Azure, to deliver natural-sounding voice bot interactions in multiple languages.
AI - Voice bots STT providers: Azure, Google, Speechmatics	N/A	N/A	✓	Select from leading speech-to-text providers—Azure, Google, and Speechmatics—for accurate, multilingual voice bot transcription.
AI - Mobile Agent application	x	x	✓	Mobile Agent application website for front-line or traveling agents, installable as an app icon.
API - Campaign management	x	x	✓	Public API for creating, updating, scheduling, and managing outbound voice campaigns, including workflow integration and reporting.
Agent Management - Application layout	✓	✓	✓	Control the vertical split ratio between the conversation controls and customer related data per queue to improve the agent experience.
Agent Management - Attribute matrix	✓	✓	✓	View, edit, delete all attributes in one place. Supports agent, queue bulk assignment or de-assignment.
Agent Management - Auto answer	✓	✓	✓	Automatically accept conversations instead of manual accept/reject.
Agent Management - Bulk create/edit/delete	✓	✓	✓	Bulk add, edit or delete agents for quick operations. Includes skill assignment.
Agent Management - Configurable breaks	✓	✓	✓	Configure break codes with the option to configure a duration for each break code. Agents will become available when the break timer elapses.
Agent Management - Mandatory completion code	✓	✓	✓	Force agents to select a completion code before completing their tasks. Can be breached by the wrap-up timer.
Agent Management - Parallel tasks thresholds	✓	x	✓	Control the amount of tasks handled in parallel by agents. Only 1 voice call at a time can be handled, but agent can still handle other media types.
Agent Management - RONA timeout	✓	✓	✓	Tasks missed or rejected by the agents are being returned to queue; the agent missing or rejecting a task will be moved to dedicated RONA break, trackable in reports.
Agent Management - Wrap up timer	✓	✓	✓	Control the time spent by agents in wrap up by auto closing tasks breaching the threshold. Optionally allow agents to reset the wrap-up timer.
Chat - Collaborative Scenarios	✓	N/A	N/A	Transfer to queue, transfer to agent are supported.
Chat - Digital channels	✓	N/A	N/A	Support for inbound Instagram DM, Facebook Messenger, Viber, WhatsApp and Infobip SMS digital channels.
Chat - Suggested answers	✓	N/A	N/A	Agent next best action support for chat using QnA knowledge base.
Chat - Templates	✓	N/A	N/A	Configured canned responses for usage in the agent application by the agents.
Chat - Workflow	✓	N/A	N/A	Modern flow designer for chat conversations with support for announcements, customer identification, menu selection, custom bots, custom integrations, queues, CSAT, Question answering, opening hours and more.
Customers - Blacklist	✓	✓	✓	Ban unwanted interactions from bad-faith actors.
Customers - Built-in CRM	✓	✓	✓	Built-in mini-CRM allowing customer profile management with built-in fields plus up to 20 custom fields, with support for create, update, delete and bulk-import.
Customers - Case Management	✓	✓	✓	Customizable built-in ticketing system associated to agent conversation tasks.
Email - Collaborative scenarios	N/A	✓	N/A	Support for email transfer to another queue.
Email - General	N/A	✓	N/A	Support for inbound and outbound emails with draft option and built-in resiliency.
Email - Templates	N/A	✓	N/A	Configure rich email templates to be used by the agents, AI conversational bot or auto-reply.
Email - Workflows	N/A	✓	N/A	Modern flow designer for email conversations with support for auto-reply, customer intent evaluation, custom bots, custom integrations, queues, opening hours and more.
Email - Data extraction node	x	✓	x	Workflow node for extracting structured data from email content using pattern matching or rules.
Email - Multi-language templates	x	✓	x	Create and manage email templates in multiple languages with a tabbed editor and default fallback language.
General - AI Generated QnA	✓	x	x	AI recommends Questions & Answer pairs based on conversation transcripts.
General - Business Units	✓	✓	✓	Segregate company domains in multiple business units within the same tenant.
General - Contact directories	✓	✓	✓	Custom phone books for agents per queue.
General - Dynamics CRM connector	✓	✓	✓	Support for handling conversations in the Dynamics CRM through the CRM connector with screen pop, click to dial, activity logging and custom field mapping.
General - iFrames & Scripting	✓	✓	✓	Support for agent scripting & custom pages for conversations.
General - QnA Bots	✓	x	x	Questions and answering integration with Microsoft Language Studio.
General - Quality Management	✓	✓	✓	Use the built-in scripts to evaluate the quality of an agent task. Support for score, email notification and agent review.
General - Salesforce CRM connector	✓	✓	✓	Support for handling conversations in the Salesforce CRM through the CRM connector with screen pop, click to dial, activity logging and custom field mapping.
General - Service Now CRM connector	✓	x	✓	Support for handling conversations in the ServiceNow CRM through the CRM connector with screen pop, click to dial, activity logging and custom field mapping.
Historical Reports - Conversations	✓	✓	✓	Analyze conversation details, playback calls, view & summarize transcripts through the portal Conversation reports.
Historical Reports - Insights	✓	✓	✓	View conversation insights, such as CSAT, Traffic distribution and conversation categorization.
Historical Reports - oData feed	✓	✓	✓	Build highly custom reports with the raw data provided through the OData feed.
Historical Reports - Tasks	✓	✓	✓	Analyze agent task performance, playback recordings, view & summarize transcripts through the portal's Task reports.
IT & Compliance - Audit log	✓	✓	✓	Changes in the tenant are tracked.
IT & Compliance - Customizable RBAC	✓	✓	✓	IT Admins can create & configure custom access using role based access control.
IT & Compliance - Retention policy	✓	✓	✓	Dedicated retention policies for data & recordings.
Queues - Automatic task distribution	✓	✓	✓	Distribute tasks to agents from the queue automatically.
Queues - Callback	x	x	✓	In-queue callback request with support for alternative number and voicemail.
Queues - Cherry picking tasks	✓	✓	✓	Agents can manually pick their tasks from the queue.
Queues - Estimated Wait Time	✓	x	✓	Stream the estimated wait time to the customer waiting in queue.
Queues - Hold music	x	x	✓	Customizable hold music for queues as well as in-queue comfort music.
Queues - Position in queue	✓	x	✓	Stream the current position in the queue to the customer.
Queues - Preferred agent routing	✓	✓	✓	Allow agents to mark themselves as preferred for a customer and instruct the queue to route customers to their preferred agent.
Queues - Reject queue attempts	✓	✓	✓	Optionally reject queuing attempts if the queue size limit is reached, no agent logged in, no staffed agent available etc.
Queues - SLA thresholds & routing	✓	✓	✓	Configurable SLA threshold per queue, optionally enable SLA based routing.
Realtime Reports - Agents	✓	✓	✓	Agent performance dashboard, highlighting their own, their team and their queue performance.
Realtime Reports - APIs	✓	✓	✓	Real-time feed for programmatic usage & the wallboard feed optimized for Geomant Wallboard.
Realtime Reports - Bot reports	✓	✓	✓	Analyze the bot performance in realtime for the current day.
Realtime Reports - Queues	✓	✓	✓	Analyze the queue performance in realtime for the current day.
Realtime Reports - Supervisor	✓	x	✓	Monitor, whisper, barge into agent live conversation for coaching and quality assessment. Live QM support included.
Realtime Reports - Teams	✓	✓	✓	Analyze group of agents bundled in a reporting team performance.
Voice - Campaigns	N/A	N/A	✓	Preview & Predictive outbound campaigns with custom parameters, fields & multiple number support.
Voice - Collaborative scenarios	N/A	N/A	✓	Blind transfers, consultative transfers & conferences to channel, agents, back-office using active directory, phone book or external numbers.
Voice - General	N/A	N/A	✓	Support for inbound, outbound voice calls.
Voice - Recordings	N/A	N/A	✓	Customizable recording behavior compliant with regulations.
Voice - Restricted numbers	N/A	N/A	✓	Do not call list to comply with regulations and customer wishes for voice calls.
Voice - Workflows	N/A	N/A	✓	Modern flow designer for voice conversations with support opening hours, queues, announcements, IVR, CSAT, time based redirects, external transfers and more.
Voice - Workflow TTS with Azure provider	N/A	N/A	✓	Use Azure as a text-to-speech provider to deliver dynamic, multilingual workflow messages in voice conversations.
Webchat - APIs	✓	N/A	N/A	Widget APIs with support for programmatic pre-conversation messages, data grabbing and passing, attention hooks and more.
Webchat - Customization	✓	N/A	N/A	Support for advanced widget color schemes and customizations.
Webchat - Customer tracking & Outbound	✓	N/A	N/A	Track customers Browse the pages where the webchat widget is embedded and allow agents to initiate outbound chats to them.
Webchat - Inbound	✓	N/A	N/A	Support for inbound webchat.
Webchat - Pre-conversation messages	✓	N/A	N/A	Greet customers with pre-conversation messages designed to grab their attention.
Webchat - Trusted Domains	✓	N/A	N/A	Ensure the widget cannot be embedded in any other website than the configured one preventing malicious impersonation.

Last updated: September 5th 2025