Telephony add-ons:

• STIR/SHAKEN integration for FCC compliance.
• 911 location integration for Ray Baum’s Act compliance.
• Telephony plug-in to send callers to queues to post-call surveys.
• Telephony plug-in to authorise international calls using a PIN.
• Telephony plug-in to allow call spy using short feature codes.
• Telephony plug-in to allow call pickup using short feature codes.
• Telephony plug-in to perform speech-to-text transcription for voicemail, call recording, and dial-by-name.
• Telephone status icons automatic update service, for example do-not-disturb.

Integration with:

• Dropbox and Google Drive, to automatically upload recordings and voicemails to user accounts.
• Amazon S3, to store call recordings and voicemails (transparently to the user).
• SignalWire, for AI with telephone calls.
• Observe.ai, for call center analysis of call recordings.
• Email, for email-to-fax, and email-to-SMS.
• Jabber/XMPP for instant messaging and presence updates for telephone activity.
• Acrobits soft phone provisioning.
• Multi factor authentication for enhanced login security.
• Websocket server and asynchronous HTTP events for scalable pushing of call events and configuration changes to clients.

System management:

• GlusterFS design and implementation for high-availability filesystem storage.
• Galera and Percona Cluster implementation for multi-master database replication.
• System monitoring for reliability and performance, with over 200 vital metrics based on over a decade of Enswitch experience.
• Batch import of call data records from third party telephony systems.
• Batch export of call data records to .csv files, with web-based management.
• Batch export of call recordings to MP3 files.

Custom designed:

• Login pages to impress customers.
• Dashboards to give users an overview of their account and features.

Reporting:

• AI call analysis so that users can analyse call patterns and better deploy resources.
• Queue panel to view live and manage live calls in call centres.

AI call analysis is an add-on for Enswitch that allows your customers to build their own call reports. You install it once on your platform; your customers then get a self-service reporting dashboard for their own call data. No SQL, no spreadsheets, no custom development on your side.

For a 90-second introduction to the product, check out our video summary here:

For your customers, it’s as simple as describing what they want:

“Total inbound, outbound and internal calls per day over the last 7 days as a stacked bar chart”
“Per queue this month: answered and not answered within a 30-second SLA”
“Tell me in plain English how each queue performed this week”
A few seconds later they have the report — as a chart, a sortable table, or a written summary. Queues, SLAs, IVR menus, hunt groups, mailboxes, telephone lines and agents are all reportable out of the box.

Reporting features include:

– Live by default — any report covering “today” refreshes on its own as calls come in.
– Drill down to the detail — click any number to see the exact calls behind it.
– Scheduled email — reports land in your customer’s inbox on a schedule, no login required.

This add-on helps you retain the customers you have and win new ones. Ask about discounts available.

We like to think of our Queue Panel reporting package as being the Enswitch control panel… but on steroids.

This provides enhanced control, and, as well as being able to manage calls as you normally do, enables you to view real time reports on the same screen.

• Agents can view and change their own queue status.
• Managers can view and change the status of all agents.
• Redirect, hang up, or initiate new calls.
• Embed Telometry/Call Statistics reports, updating in real-time.
• Enable call center managers to see the big picture.

Make it easier to playback call recordings and voicemails by choosing Enswitch conversations to be automatically uploaded to Dropbox or Google Drive.

As a true multi-tenant system, each user can have their own Dropbox or Google Drive account, while select recording groups and mailboxes may be uploaded.

Our clients find the Dropbox or Google Drive option is a faster, easier, and better way to record and listen back to recordings rather than through the Enswitch web interface.

Enable your customers and teams to accept inbound SMS or text messages, and set their choice of destination whether it be a telephone or email address.

This add-on allows you to select the destination for these important messages.

Give users the option to send outbound SMS messages by sending an email. In combination with the email destination for inbound SMS messages, this allows two-way conversations between end customers and email addresses.

Be more responsive to your customers with automatic replies, either permanently or according to time schedules set by you.