VIDEO VISUALIZATIONOmnichannel
Bring voice, WhatsApp, webchat and social into one place, so your team can manage conversations with a clearer view of the customer.
Explore capabilityThe Callifony platform
Connected channels.
Supported people.
Actionable insight.
Explore the capabilities that bring sales, service and customer understanding closer together.
WORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Eight capabilities.
One connected service journey.
Explore what each capability does, where it fits and the questions to bring to your demo.
VIDEO VISUALIZATION
VIDEO VISUALIZATIONAI Predictive Dialer
Automate outbound dialing and give your team more room to focus on the conversations that move customer relationships forward.
Explore capability
VIDEO VISUALIZATIONSpeech Analytics
Explore transcripts, sentiment and summaries to understand customer needs, review service quality and make coaching conversations more specific.
Explore capability
VIDEO VISUALIZATIONNo-code Flow Builder
Design interaction flows visually and use skill-based routing to help customer enquiries reach the appropriate team.
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VIDEO VISUALIZATIONAgent Assist
Bring relevant knowledge and AI assistance into the agent experience, helping people prepare a more informed response.
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VIDEO VISUALIZATIONMission Control
Use natural-language questions to explore operational data. Combine that perspective with live dashboards to decide where your attention belongs.
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VIDEO VISUALIZATIONDashboards & Forecasting
Bring live operational visibility and forecasting into the way your contact center reviews activity, allocates attention and plans for demand.
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VIDEO VISUALIZATIONCRM & APIs
Use API-first architecture to connect contact-center workflows with relevant business systems. Scope your CRM, information flows and requirements with our team.
Explore capabilityBuild a platform plan around your team.
Start with your channels, users, current systems and priorities. Our team will help you explore a suitable setup and integration scope.
Discuss your requirements- Voice and digital conversations
- AI support and conversation insight
- Routing, workflows and operational visibility
- API-first architecture
Plan the setup.
Before you change the workflow.
A clear starting brief makes the demo and implementation discussion more useful.
Team and channels
How many agents will use the solution, where are they based, and which voice and digital channels do they handle?
Calling and systems
Which calling solution, SIM or SIP lines and CRM do you use? What information needs to move between systems?
Service priorities
Choose a concrete journey to improve: an inbound enquiry, outbound follow-up, customer support or operational review.
Rollout and review
Agree configuration and integration scope, the people involved, the target timeline and what you will verify before expanding.
Explore the platform in detail.
Find a workflow, channel or operational topic.
WORKFLOW AT A GLANCE
Prepare your campaignAudience · Purpose · Calling setup
Connect the next conversationRecord the outcome and follow-up✓
Illustrative workflow · Configure for your team
Features
Auto Dialer
A lead list should guide your outreach, not turn into an afternoon of copying numbers. Build a repeatable calling workflow that lets agents focus on what they say.
Explore auto dialerWORKFLOW AT A GLANCE
A customer asks a questionContext · Knowledge · Guidance
Support the agent’s responseKeep the person in control✓
Illustrative workflow · Configure for your team
Features
Knowledge Lookup
When policies, product details and instructions live in different places, small questions take too long. Give agents a practical source of approved answers.
Explore knowledge lookup
Features
Real-Time Dashboard
Missed calls, growing queues and unavailable agents are easier to address when you can see them early. Keep the team's current activity in view.
Explore real-time dashboardWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Skill-Based Routing
A billing question and a technical fault should not follow the same path. Match enquiries to the skills your team brings to the conversation.
Explore skill-based routingFeatures
Call Center Analytics
A total call count tells you how busy you were. It does not tell you where customers waited, which campaigns connected or what your team should change next.
Explore call center analyticsFeatures
Sentiment Analysis
A customer may sound satisfied at the start and frustrated by the end. Sentiment signals can help a reviewer decide where to listen more closely.
Explore sentiment analysisWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Interactive Voice Response
Customers should not have to guess which button leads to help. Build a clear phone menu around the reasons people call.
Explore interactive voice responseWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Call Queues
When the team is busy, every waiting customer still needs a clear path to help. Build queues that reflect your service priorities.
Explore call queuesWORKFLOW AT A GLANCE
Connect the channelsVoice · WhatsApp · Webchat
One shared workspaceContext for the next reply✓
Illustrative workflow · Configure for your team
FeaturesWhatsApp
A customer message should be part of the service process, not stranded on one person's phone. Bring supported WhatsApp conversations into an organised workspace.
Explore whatsappWORKFLOW AT A GLANCE
Connect the channelsVoice · WhatsApp · Webchat
One shared workspaceContext for the next reply✓
Illustrative workflow · Configure for your team
Features
Web Chat
Someone is on your website because they need information. Give them a direct way to ask and a team that knows who should respond.
Explore web chatWORKFLOW AT A GLANCE
Connect the channelsVoice · WhatsApp · Webchat
One shared workspaceContext for the next reply✓
Illustrative workflow · Configure for your team
Features
Social Messaging
A campaign can bring questions as well as clicks. Make sure customer messages have a route into the team that can answer them.
Explore social messagingWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Workflow Automation
A completed call often creates another task. Give routine follow-ups a consistent process so they do not depend on someone remembering later.
Explore workflow automationFeatures
Call Transcription
A transcript gives reviewers another way to locate a question, promise or objection in a long conversation.
Explore call transcriptionFeatures
AI Call Summaries
After a busy call, the team needs to know what happened and what was agreed. A concise summary can make the handover easier.
Explore ai call summariesWORKFLOW AT A GLANCE
Prepare your campaignAudience · Purpose · Calling setup
Connect the next conversationRecord the outcome and follow-up✓
Illustrative workflow · Configure for your team
Features
Call Campaigns
Lead qualification, renewals and appointment reminders need different lists, questions and next steps. Organise outreach around the result you want.
Explore call campaignsWORKFLOW AT A GLANCE
Follow operational activityLive visibility · Reports · Forecasts
Review the service picturePlan your team’s next move✓
Illustrative workflow · Configure for your team
Features
Agent Reporting
A high call count can hide short conversations, difficult queues or extra follow-up work. Give performance reviews a fuller picture.
Explore agent reportingFeatures
Team Reporting
A service issue rarely belongs to one metric. Look across team workload, queue performance and outcomes to understand where the process needs attention.
Explore team reportingWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
SIP Trunks & Carrier Setup
Bring your SIP requirements into the deployment discussion. Review how calls enter Callifony, how they are routed and what the team needs to manage.
Explore sip trunks & carrier setupWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Browser Calling
Keep the calling workflow close to the information the agent needs. Review supported browser access before choosing devices for the team.
Explore browser callingWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Do-Not-Call Screening
A contact list needs more than phone numbers. Make eligibility checks part of the outreach process and define who maintains the source data.
Explore do-not-call screeningWORKFLOW AT A GLANCE
Your customer & business systemsCRM · APIs · Connected workflows
CallifonyDefine the data, trigger and next action✓
Illustrative workflow · Configure for your team
Features
Webhooks
Customer interactions often create work outside the contact center. Plan how the relevant event reaches the application responsible for the next action.
Explore webhooksWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Customer Records
A conversation should leave a useful record. Decide which details the next colleague needs and how the completed action will be recorded.
Explore customer recordsWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
Customer Surveys
Use a clear customer question and a consistent reporting method to understand the service experience. Make the feedback useful to the people who can act on it.
Explore customer surveysWORKFLOW AT A GLANCE
A customer gets in touchReason · Skill · Team
Route the enquiryConfirm the owner and next action✓
Illustrative workflow · Configure for your team
Features
AI Usage Controls
Different teams need different limits. Review usage, budgets and the behaviour when a limit is reached before expanding an AI workflow.
Explore ai usage controlsFeatures
Transcript Search
Give reviewers a practical way to locate relevant conversations. Define access and verify important details in the original call before acting on the result.
Explore transcript searchYour next great customer experience starts here.
Let’s explore what a connected contact center can do for your team.