• Real-time Dashboard: Live performance dashboards showing KPIs in real time, customizable per user for quick decision-making.

• Real-time Transcription: Automatically converts calls into live text, enabling workflows like screen pops and auto summaries.

• Agent Assist: Context-aware assistant that surfaces caller info, CRM data, and AI summaries to help agents respond faster.

• Generative AI Post-Contact Analytics: AI summarizes and analyzes calls, emails, and chats so agents can quickly understand interactions.

• Granular Permission Model: Fine-tuned access control for recordings, transcripts, and AI data to improve security and compliance.

• Video Calling (15.2): Allows agents to escalate interactions into video calls for more personal support.

• Screen Sharing (15.2): Agents and customers can share screens during calls to troubleshoot or guide visually.