Copy of Symbee Engage

Symbee Engage is an entire Enterprise Contact Center Solution as a No Code / Low Code build of Amazon Connect with feature rich add-ons.

We have taken a very different approach. We have developed Engage to be a turn-key yet open and flexible solution, enhancing the power of Amazon Connect with the AWS ecosystem.

Highlights

Email

Inbound and Outbound
AutoText across all channels

Social

Social Messaging channel (38)
AutoText across all channels

Voice

Inbound
Outbound - Preview / Progressive / Predictive
Direct Agent to Agent Calling
Extension Calling
Callback
Emergency calling
Voicemail
Area/Country Dial Plan Restrictions
Call History

Supervisor

Realtime queue and agent state views,
Listen In, Barge In and Take Over Option

Messaging

WebChat
2-way SMS/MMS
AutoText across all channels

CRM

No code integration with most CRMS
Slim agent interface easily integrated with CRMs

Administration

Web based management

Unison is our global Unified Communication solution (UCaaS) designed to provide back-office users with the same look and functionality as Contact Center Agents without the Contact Center.

Voice

Inbound
Outbound
Call Forwarding
Auto Attendant
Call Recording
Extension calling
Emergency calling
Voicemail
Area/Country Dial Plan Restrictions
Call History

Messaging

Instant Messaging

Administration

Web based management

Optimize is Workforce Engagement Management (WEM) for Amazon Connect. It provides workforce management features without the need for another tool.

Screen Recording

Full corner to corner screen recording of agents desktop
Synchronized audio and video in same recording
Screen record agent handling of all interactions
Percentage recording option.

Evaluation Forms

Fully Customizable Evaluation Forms
Build forms made up of sections and questions
Support for different question types.

Evaluations

Evaluate both interaction and non-interaction based work.
Manage agent disputed/contested evaluations.
Supports multiple analysts evaluating same work for calibration.

SmartDial delivers full campaign-driven outbound capabilities with industry leading outbound calling.

Preview

Providing contact details to agents prior to calling.

Blended Agent

Agents can be configured to be fully blended, working both inbound and predictive/preview outbound interactions.

Integrated Work Codes/Interaction Completion Codes

Progressive

Calls are initiated as soon as an agent is available, answering machine detection is configurable.

Predicative

Predicts when an agent is available and how many concurrent calls are needed to have a contact ready on the other line as soon as an agent is available, answering machine detection is configurable.