AI IVR with intelligent call routing

Understands why someone is calling and routes them to the right department automatically — not just digit presses, but intent.

Appointment booking

Books, reschedules and confirms appointments during the call itself, syncing with the clinic calendar.

Lead capture and SMS follow-up

Captures caller details as a lead and sends an SMS follow-up automatically once the call ends.

AI Writer

Drafts follow-up emails, SMS replies and internal notes in the caller's own language.

Captions & transcriptions

Live captions during the call and a full transcript ready the moment it ends.

Notes & summaries

Auto-generates call notes and summaries for agents and CRM records — the same engine behind Call Insights.

Shared SMS inbox

One inbox where every department sees and replies to SMS conversations, so no two agents double up on the same client.

Company reply templates

Pre-approved, on-brand reply templates agents can send in one tap, available in every supported language.

SMS compliance management

Tracks opt-ins, opt-outs and quiet hours automatically so outbound texts stay compliant in every country served.

Call back from queue

Callers can request a callback instead of waiting on hold, and automatically rejoin the queue at their original position.

Wait time and place alerts

Callers hear their live estimated wait time and place in line, in their own language, while they hold.

Live Reports

Real-time queue depth and wait-time reporting for supervisors — the same numbers behind the Dashboard's booster panel.

Live escalation flags

Watches every active call and alerts supervisors the moment a caller sounds frustrated, an agent is struggling, or compliance language is missed.

Real-time guidance

Suggests the next best response to the agent on-screen, pulled from your knowledge base, so even new hires handle complex questions confidently.

Whisper & barge-in

Supervisors can whisper coaching to an agent without the caller hearing, or barge into the call directly when intervention is needed.

Topic & theme clustering

Automatically groups calls by recurring topics — billing disputes, appointment no-shows, prescription refills — so you see what drives volume.

Drop-off & sentiment trends

Tracks where callers abandon the queue or lose patience, broken down by language, department and time of day.

Competitor & keyword tracking

Flags when callers mention competitors or specific keywords, giving marketing and product teams real-time market signal.

Volume forecasting

Predicts call volume by hour, day and language using historical data, so you staff the right number of agents at the right times.

Automated scheduling

Generates shift schedules across the 1,000 seats and 10 sites, matching agent languages and skills to forecasted demand.

Adherence tracking

Monitors real-time schedule adherence and alerts supervisors when agents go off-shift or breaks run long.

Automated post-call surveys

Sends a CSAT survey via SMS or IVR the moment a call ends, in the caller's own language, with no agent involvement.

CSAT & NPS dashboards

Aggregates scores by agent, department, language and site, so you spot who's delighting callers and who needs coaching.

Feedback-to-insight loop

Feeds survey results straight into Interaction Analytics, correlating low scores with specific call topics and agent behaviors.

Custom evaluation forms

Build scorecards per department — greeting, verification, empathy, resolution — and apply them consistently to every recorded call.

AI-assisted scoring

AI pre-fills scorecards by analyzing the transcript, so evaluators review flagged sections instead of listening to every minute.

Calibration & coaching plans

Track evaluator calibration, assign coaching plans from low scores, and measure improvement over time with trend reports.

HD video conferencing

Host secure HD video meetings for up to 300 participants with screen sharing, recording and live captions built in.

Video + voice unified

Escalate a voice call to a video meeting with one click — the caller's context, transcript and language carry over seamlessly.

Team messaging integration

Schedule and launch meetings from the same inbox as your business SMS and team chat, with calendar sync across sites.

Intent-based routing

Callers say what they need in their own words — "necesito una cita con cardiología" — and the AI infers both language and department in one step.

Zero-menu experience

No digit-press menus to navigate; the AI Receptionist understands natural speech and routes directly, cutting average handle time.

Fallback to DTMF

Callers who prefer the traditional menu can still press digits, so both modes run side by side without configuration changes.