EngageOne for contact centers

Run every channel from one contact center

Bring chat, email, WhatsApp, social, SMS and calls into shared queues. Route work to the right team, keep an eye on SLAs and measure how you are doing.

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Queues

One queue for every channel

Chat, email, WhatsApp, Messenger, Instagram and SMS arrive in the same place. Agents work one list instead of switching between apps.

Filter by inbox, team, label or status
SLA policies for first response, next response and resolution time
SLAs can count business hours only

Routing

Send each conversation to the right agent

Put agents into teams and let EngageOne assign new conversations for you. Capacity limits stop anyone from getting more than they can handle.

Teams by skill, product or language
Auto-assignment inside each inbox
Agent capacity limits
Business hours with an away message

Calling

Phone and WhatsApp calls next to chats

Agents answer calls in the same screen they use for messages. Each call is saved in the customer's conversation history.

Phone calling
WhatsApp calling
Notes and follow-ups in the same conversation

Reports

Measure speed and quality

Track volume, first response time and resolution time. Compare agents, teams and inboxes, and read customer ratings after each conversation.

Live view of open conversations
Agent, team, inbox and label reports
CSAT ratings and comments

Built for busy teams

Tools that save agents time on every conversation.

Canned responses

Saved replies agents insert with a short code.

Macros

Run several actions, like label, reply and resolve, with one click.

Teams

Group agents and route work to the right group.

Business hours

Set working hours per inbox and an away message.

CSAT surveys

Ask customers to rate the help they got.

Audit logs

See who changed settings, and when.

Plan your contact center with us

Tell us your channels and team size. We will show you how EngageOne can handle the load.

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