Contact Centre Full Feature List

Click on the tabs below to learn about more about the features within the Hostcomm Contact Centre that are available to improve your business productivity.

Chatbot Features
Live Chat Features
Inbound Features
SMS Features
Email & Ticketing Features
Dialler Main Features
Dialler Other Features
Administrative Features
Agent Features
Compliance Features
CRM Features
Monitoring & Reporting
Security Features
System Features
  • Bot can handover to a human automatically when unsure
  • Unlimited bot deployments
  • Omnichannel - chat, email, webrtc click to call, buttons
  • Speech recognition through web browser
  • Speech to text
  • Social Media integration
  • Text to speech
  • Set up using simple web code snippet
  • Easy bit programming
  • Bot development services
  • Database integration
  • Integration with other bot code for eg a personality
  • Agent can manually take over a chatbot session seamlessly
  • Abuse / profanity monitoring
  • Bot can authenticate a web visitor and provide confidential information
  • Chats between Operators and website visitors
  • Chat forwarding (to Operators and Groups)
  • Quality Assurance / Mentor Chats
  • Different Chat Invitation Styles
  • Chat Queue Line (Group and Operator )
  • Callback Service
  • Screen Sharing
  • Chat Priority Levels
  • Global Chat Archive
  • Email Chat Transcripts
  • Customization & Branding
  • Answer Suggestions / Quick Search Window
  • Typing Indicator (bi-directional)
  • Chat Opening Times / Schedule
  • Two-way file transfer
  • Email based Ticketing system
  • Configure as an email client
  • Database integration
  • Automatic preconfigured chat invites
  • Bot integration
  • Live view of chat, bot and web visitor sessions
  • Social Media integration
  • Onsite / Offsite chat
  • Multiple chat groups
  • Whisper mode
  • Translation real time
  • Custom input fields
  • Set up with web code snippet
  • Auto-generate call lists based on dropped inbound queued calls
  • Queue call back allowing callers to request an automatic call back retaining their place in the queue
  • Flashing light trigger when calls are waiting in a queue
  • Take inbound calls gathering CallerID
  • ACD for inbound and fronter/closer verification calls
  • Estimated hold time, place in line, overflow queues
  • Skills-based ranking and call routing per queue and campaign
  • Queue Prioritization per campaign and inbound group
  • Inbound email handling through the agent web screen
  • Skills-based routing with agent ranking
  • Web-configurable IVRs and Voicemail boxes
  • SMS campaign manager
  • Supports any SMS API
  • Auto SMS sending after agent disposition
  • Inbound and Outbound sending
  • Multi-Language Support (with auto detection)
  • Receive emails via POP or IMAP
  • Send emails through SMTP
  • Send & receive messages via Facebook and Twitter (API)
  • HTML and plain text Emails
  • Full SSL Support
  • SPAM-Free, secure and unified mailbox
  • Full ticket lifecycle from opening to resolution
  • Assign Tickets to Operators
  • Assign Chats to Tickets
  • Dynamic/Automatic Templates (email that almost writes itself)
  • Track all kind of business issues
    Send and receive attachments
  • Link Chats and Tickets
  • Flawless FAQ integration, respond to inquiries with lightning speed
  • Waiting Time indicator
  • Search & Filter options
  • Collision Avoidance
  • Alerts & Notifications
  • Predictive, progressive and preview dialling
  • Lead recycling
  • 3rd party conferencing (with DTMF macros and number presets)
  • Inbound, Outbound and Blended call handling, also Inbound Email and Chat
  • Scheduled Callbacks: Agent-Only and Anyone
  • Agents can work from almost any internet connected computer
  • Agent Scripting with customer data
  • External CRM Integration
  • Virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes.
  • Automatic Call recording with advanced call recording search.
  • Transfer calls with customer data to a closer/verifier
  • Autodial campaigns to start with a simple IVR then direct to agent
  • Park the customer with custom music per campaign
  • Set outbound CallerID per campaign or per list
  • Automatically dial unlimited alternate numbers until you get an answer
  • Dialling with custom Time Zone restrictions e.g. per region and per day-of-the-week
  • Dialling with Answering Machine Detection, also playing a message for AM calls
  • System-wide and per-campaign DNC lists that can optionally be activated
  • 3rd party blind call transfer
  • Outbound agent-controlled, broadcast and predictive dialing
  • Web-configurable IVRs and Voicemail boxes
  • Zoiper Webphone is included
  • Push contact data when transferring a call to another agent or supervisor
  • The agent web application is available in multiple languages.
  • An agent can call clients in succession from a database through a web-client.
  • Display a script for the agent to read with fields like name, address, etc. filled-in.
  • Agent can take both inbound and outbound calls in one session(blended).
  • Start and stop recording an agent’s calls at any time.
  • Schedule a callback with a customer as either any-agent or agent-specific.
  • Faster hangup and dispositioning of calls with one key press (HotKeys).
  • Integrated web-based agent phone included, requires no agent setup.

Agent's can:

  • Be logged from anywhere with just a phone, web browser, and an internet connection.
  • Select a Pause Code when they are not active.
  • Control volume levels and mute themselves.
  • View the statuses of other agents on the system.
  • View details for calls in queue that the agent is selected to take calls from.
  • Select and click to take calls in queue from their agent screen.
  • Shift enforcement by day and time, defined per user group.
  • View internal chat users activity.
  • View queue callers.
  • Chat with customers from a website through the agent web screen
  • Chat with managers and other agents in the agent web screen
  • Option of a drop timer with safe-harbor message for Ofcom compliance
  • Variable drop call percentage when dialing predictively for Ofcom compliance
  • Call recording scanning / redaction
  • Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ofcom compliance configuration settings
  • GDPR compliance
  • GDPR data removal ("right to forget")
  • PCI DSS compliant payment system integrated
  • TLS & VPN encryption of web access and phone connection
  • Screen pop client record on call connect
  • Click to dial from CRM
  • Select leads for auto-insert into contact centre
  • CDR details inserted into lead record
  • Control contact function using API
  • Trigger dialler functionality using workflow
  • Update CRM record from contact centre
  • Real-time reports with “click-to-listen” to monitor agent phone calls
  • Web Wallboard with configuration interface
  • Advanced database reporting with real time updates
  • Connect to the database for 3rd party remote reporting
  • Live view of Chatbot conversations
  • Live view of web site visitors
  • Live view of chat sessions
  • PCI DSS security monitoring
  • TLS encrypted phone registration
  • TLS encrypted web access
  • Firewall
  • PCI DSS secure data environment available
  • SFTP data download
  • SSL web certificate
  • Security monitoring to PCI DSS standards
  • Scalable to hundreds of logged in agents
  • Encrypted customer data handling available
  • Computer IP Address access restrictions for web resources
  • Call recordings automatically transferred to an external FTP site
  • DID, phone and carrier trunk provisioning through the web interface
  • Local, toll-free and international inbound phone numbers available
  • PBX features allow you to use the contact centre as your office PBX
  • Use custom database queries in campaign dialing
  • Load Balancing of call across multiple inbound or outbound servers is possible
  • Outbound calls sent to multiple carriers for resilience

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