Are customers reaching you the way they actually want to?
Customers don't just call anymore. They chat, text, email and message, and they expect a response wherever they reach out. A phone-only setup misses everything else. CX brings customer conversations into one platform, starting with reliable voice routing and scaling up to a full omnichannel, AI-powered experience as your business grows.
The Problem:
When call volume is high but your routing is basic, calls sit in queue, agents don't get the context they need, and reporting doesn't tell you what's actually happening on the floor.
High call volume needs more than a basic queue
How Essential Solves It:
Essential gives you reliable voice routing, call queuing and reporting, without paying for channels or complexity you don't need yet.
Calls piling up with nowhere to go?
Skill-based routing and queue callback get callers to the right agent without holding the line.
Need to see what's happening on calls?
Standard and custom reports plus real-time wallboards show call activity as it happens.
Need to review how a call went?
Call recording and cradle-to-grave reporting show the full journey of every interaction.
Already running Microsoft Teams?
Teams integration and CRM or EHR/EMR integrations connect to tools you already use.
Customers who prefer texting, emailing or web chat get pushed toward a phone call anyway, or worse, toward a channel your team isn't actually monitoring. That mismatch costs you responsiveness and, eventually, the customer.
The Problem:
Voice alone doesn't match how customers actually reach out
How Professional Solves It:
Professional includes everything in Essential, plus web chat, email, SMS and WhatsApp, so customer conversations happen on whichever channel they actually choose.
Customers reaching out on channels you don't monitor?
Web chat, email, SMS and WhatsApp bring every channel into the same platform as voice.
Juggling separate tools for separate channels?
One platform handles voice and digital channels together, instead of stitching together separate systems.
Need consistency across every touchpoint?
The same routing, reporting and recording from Essential extend across every channel you add.
Once you're handling real volume across channels, the next challenge isn't just responding, it's knowing which conversations are going well, which agents need support, and where customers are getting frustrated before it shows up as a lost account.
The Problem:
You can't see what's actually driving customer satisfaction
How Elite Solves It:
Elite includes everything in Professional, plus AI-powered messaging, transcription, speech analytics, workforce optimization and screen recording, giving you visibility into quality and performance at scale.
No visibility into how conversations are going?
Speech analytics and transcription surface sentiment and quality across calls automatically.
Managing a larger team without a way to coach them?
Workforce optimization and screen recording give you the tools to review, train and improve agent performance.
Want AI handling routine messaging?
Messaging AI manages routine conversations, so agents can focus on the ones that need a person.
Still Deciding?
A quick way to see what fits.
All three tiers build on the same base of 24/7 monitoring and automated response. The difference is how much additional protection and how fast a response you need.
High call volume, straightforward needs?
Reliable voice routing and reporting. Start with Essential.
Customers reaching out across chat, email, SMS or WhatsApp?
Brings every channel into one platform. Professional is built for that.
Need AI-driven insight into quality and performance?
Full visibility at scale. Elite covers it end to end.
Every tier builds on the one before it, so moving up as your needs grow adds capability rather than starting over.
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