Routing and IVR
- Automatic call distribution (ACD)
- Skills-based routing
- Custom IVR with speech recognition
- Queued callbacks instead of waiting
Contact Center
Every customer to the right agent, on every channel
EagleMercury Contact Center brings voice, email, chat, SMS and WhatsApp together in one console, with intelligent routing, supervisor tools and artificial intelligence modules.
Every channel, one queue
Agents handle calls and messages from the same console, with each customer’s full history.
Voice
Call queues with ACD, custom IVR and queued callbacks.
Email
Customer emails enter the queue and are assigned just like calls.
Web chat
A chat on your website connected directly to your agents.
SMS
Text conversations using your business number.
WhatsAppElite
Reply to customers on the messaging app they use every day.
Tools for every role
From agents to supervisors, everyone has what they need to deliver fast, accurate service.
Agent desktop
- Desktop and web apps
- Customer record with interaction history
- Transfers with conversation context
- Wrap-up notes and classification
Supervisors
- Real-time dashboards for queues and agents
- Monitor, whisper and barge
- Private chat with agents
- Service level monitoring
Quality and reporting
- Recording of every interaction
- Search by sentiment and keywords
- Customizable real-time and historical reports
- Customer satisfaction surveys
Outbound and scheduling
- Automated outbound dialing
- Proactive notifications by voice, SMS and email
- Agent shift scheduling
- Agents on site or remote
Integrations
- Leading CRMs: Salesforce, Dynamics 365, Zendesk and more
- Also available inside Microsoft Teams
- Integrated with the EagleMercury phone system and apps
- Open APIs for custom integrations
Artificial intelligence
AI alongside every agent
Transcripts, summaries, sentiment analysis and real-time suggestions: AI shortens handling times and improves the quality of every conversation.
AI Agent EvaluatorAutomatically scores the quality of interactions.
AI Interaction InsightsSurfaces trends and recurring topics across contacts.
AI Standard
Essential AI for every day
- Automatic transcription of recorded calls
- Summary of every call and history of previous contacts
- Sentiment analysis and keyword search
- AI knowledge base assistant
AI Advanced
Everything in AI Standard, plus real-time intelligence
- Real-time transcription and insights
- AI Agent Assist: suggested answers and procedures during the call
- Automatic next-best-action suggestions
- AI Recap: outcome, topics and next steps
Per-agent subscriptions, available on both plans.
Choose your plan
Concurrent licensing: you pay for agents logged in at the same time, not for every employee.
| ProFor voice-focused teams | Most completeEliteFor the omnichannel contact center | |
|---|---|---|
| Admin portal and supervisor app | Included | Included |
| Desktop and web apps for agents | Included | Included |
| Voice queues, ACD and recording | Included | Included |
| Custom IVR | Included | Included |
| Skills-based routing | Included | Included |
| Custom real-time and historical reports | Included | Included |
| Queued callbacks | Included | Included |
| Email, chat and SMS queues | Optional | Included |
| –Not included | Included | |
| Speech recognition | –Not included | Included |
| Automated outbound dialing | –Not included | Included |
| Satisfaction surveys | –Not included | Included |
| Shift scheduling | –Not included | Included |
| AI Interaction Insights | –Not included | Included |
| AI Standard and AI Advanced packages | Optional | Optional |
| Request a quote | Request a quote |
Let’s design your contact center together
We analyze your contact flows and show you the platform in a dedicated demo.