Short answer
FirstNet Smartz Contact Centre supports voice (inbound and outbound), SMS, WhatsApp, web chat, email, Telegram, and Facebook and Instagram Messenger. Agents handle every channel from one desktop, Chatterbox, with shared queues, SLAs, dispositions and wrap-ups.
In detail
What each channel group includes:
- Inbound voice: ACD, multi-level IVR, skills-based routing, callbacks, Text2Speech and per-campaign music on hold.
- Outbound voice: preview, manual, predictive, auto-voice and clicker diallers, with retries, number rotation and voicemail detection.
- Messaging: keyword routing, automated replies, templates with merge data, an SLA per campaign and CSAT, NPS or CES ratings per channel.
- Email: connects through IMAP, Exchange Web Services with OAuth2, Outlook or Gmail.
- WhatsApp: you bring your WhatsApp Business Account and Business Solution Provider, and FirstNet wires the connector during onboarding.
Chatterbox brings voice and messaging into one window, with screen-pops, CRM access, a softphone and customer-journey views. Supervisors can monitor, whisper and barge in real time.
Voice biometrics, including two-factor authentication by voice print, and sentiment-aware routing are also available. For outbound campaigns, pairing the dialler with Truecaller for Business verified caller ID lets customers see who is calling before they answer.
Source: FirstNet Contact Centre service page →
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