For the desk that never drops a ticket.
Voice, chat, SMS, and email in one queue, with AI coaching and automatic QA on every ticket.
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VOICE
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CHAT
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SMS
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"Acknowledge VIP tier first. Cite the 4-hour SLA window."
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CSAT · today
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auto-scored QA
1.4,
first-touch fix
One queue. One scorecard. Every conversation.
- 01Omnichannel queue routing
Voice, chat, SMS, and email merge into one prioritised queue. Skill-, tag-, and tier-based rules decide who picks up.
- 02AI coaching for common questions
Repeatable questions get a suggested answer the agent can ship in one click, accuracy stays high without copy-paste.
- 03Auto-scored QA on every ticket
Each closed ticket is scored against your rubric automatically. The supervisor reviews edge cases, not the whole queue.
- 04Supervisor coaching from a browser
Whisper, barge, and live monitor, same tools the floor used to need a desk for, now from anywhere.
Better answers, sooner, without a fifth tool.
First-touch resolution climbs because the agent sees the whole history. Escalations shrink because the supervisor sees the queue, the sentiment, and the compliance score in one view.
agents see the whole history
supervisors see queue + tone
no surprises on the QBR deck
A 90-second scroll, not a 20-minute meeting.
Every ticket inherits the full conversation across the previous shift. The incoming agent sees what's been tried, what the customer said, what the previous rep promised, and what's pending.
No stand-up call, no ticket triage at the start of the shift, just pick up the next one and go.
- 01Full chat + voice transcript
- 02What the previous rep promised
- 03Tagged blockers and pending tasks
- 04Customer's tone across the thread
Define the rules once. The product handles the rest.
Tickets escalate automatically with a full brief attached for the specialist. Reps aren't making judgment calls under pressure, and specialists aren't starting from zero.
high-stakes tickets jump the queue automatically
named accounts route to senior agents
recurring problems escalate before they re-open
The sun follows the queue, not the other way round.
Handoff between NA, EMEA, and APAC teams without dropping tickets. Time-zone routing ensures tickets land with the on-shift region.
Multilingual Nova covers overflow when a shift runs long.
Questions we hear on the first call.
Yes, VIP lists, tag-based routing, and priority queueing. Tickets from your highest-tier accounts land directly with senior agents and skip the regular queue when traffic spikes.
Book a support walk-through.
See how voice, chat, SMS, and email run on one queue, with AI coaching and auto-QA on every ticket.