What's New in CC
A Contact Center that's genuinely easier to run: AI bots and human agents work as one team, handing off seamlessly with full context — so no customer ever repeats themselves, and nothing falls through the cracks.
AI and human agents, working as one team
Bots resolve what they can and hand off the rest to the right person — agents pick up with the full conversation and customer profile already in hand, so nobody repeats themselves.
Agent Panel
Full context on every handoff, live queue visibility, and an AI assistant that drafts responses for you.
Agent PanelAuditor Role
Full visibility into quality and performance — without ever touching a live chat.
Auditor RoleSupervisor Role
Reassign, close, or escalate any conversation the moment it needs a second set of eyes.
Supervisor RoleBuild your own role
Need more than Agent, Auditor, and Supervisor? Create unlimited custom roles that match your org chart exactly.
Roles and PermissionsLess busywork, better outcomes
4 WinsSmart defaults handle the routine work, so your team can focus on the conversation.
Every chat finds the right agent
Groups route conversations by shift, language, or specialty automatically — no more bouncing customers between agents.
Never miss a conversation
Business hours, holidays, and auto-assignment timeouts keep every chat covered — even after hours.
Support data that powers marketing
Every tag an agent adds updates the CDP in real time, turning support conversations into audience segments.
One export, the whole story
Six sheets, one download: conversations, messages, agent sessions, availability, and closing forms.
Want to see it all in action?
Visit the Contact Center Academy hub for the full course: setup, roles, routing, and best practices.
Updated about 1 hour ago