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Compare Contact Center Features
Fusion Connect CCaaS Professional Plus & Enterprise
Routing Features
| Professional Plus | Advanced | |
|---|---|---|
| DTMF IVR | ||
| Voice IVR (Speed Recognition) | ||
| Auto-Attendant IVR | ||
| Route to Ring Groups | ||
| Route to Extension | ||
| Device Routing | ||
| Studio IVR Reporting | ||
| Studio Flow Designer | ||
| Studio Traffic Splitter | ||
| Studio Contacts | ||
| Out of the Box Data Dips | ||
| Custom Data Dips |
Agent Features
| Professional Plus | Advanced | |
|---|---|---|
| Callbar (Desktop App) or Main (Web Browser) | ||
| Callbar Auto Answer | ||
| Transfer by Click-to-Call | ||
| Mobile Agent App | ||
| Voicemail | ||
| Voicemail Transcription | ||
| Activity Logging | ||
| Contacts Display | ||
| CSAT SMS | ||
| Mood Sentiment | ||
| Call Quality Feedback | ||
| Agent Disposition | ||
| Notes |
Reporting & Monitoring Features
| Professional Plus | Advanced | |
|---|---|---|
| Live Reports & Dashboards | ||
| Live Create Custom Reports & Dashboards | ||
| Live Wallboard / Full Screen View | ||
| Explore Reporting & Dashboards | ||
| Explore Create Custom Reports & Dashboards | ||
| Explore Create Customer Metrics (Table Calculations) | ||
| Call History | ||
| Silent Monitoring | ||
| Barge-In |
Administrator Functionality Features
| Professional Plus | Advanced | |
|---|---|---|
| Single-Select to Accept/Reject Call on External Phone | ||
| Set Default Country Prefix for Callbar | ||
| Self Service Number Provisioning | ||
| Role-Based Permissions | ||
| User Management | ||
| Queue (Ring Group) Management | ||
| Bulk Remove Ring Groups | ||
| Routing Settings Management | ||
| After Call Work (on Users) |
Workforce Engagement Features
| Professional Plus | Advanced | |
|---|---|---|
| Call Recording | ||
| Pause & Resume Recording | ||
| 100% Uptime | ||
| HIPAA Compliant Storage | ||
| Explore API | ||
| Live API | ||
| Callback API | ||
| Recordings API | ||
| Accounts API | ||
| User API | ||
| Contacts API | ||
| Integrations API | ||
| Connections | ||
| Self-Service SDKs |
Platform & API Features
| Professional Plus | Advanced | |
|---|---|---|
| 100% Uptime | ||
| HIPAA Compliant Storage | ||
| Explore API | ||
| Live API | ||
| Callback API | ||
| Recordings API | ||
| Accounts API | ||
| User API | ||
| Contacts API | ||
| Integrations API | ||
| Connections | ||
| Self-Service SDKs |
Security Features
| Professional Plus | Advanced | |
|---|---|---|
| Historical Intelligence (12 mos.) | ||
| Threat, Privacy & Fraud Analytics (12 mos.) | ||
| Dashboards (12 mos.) | ||
| Cases (Listings and Drilldowns) (12 mos.) | ||
| Guardian Guardrails | Add-On |
Integration Features
| Professional Plus | Advanced | |
|---|---|---|
| 60+ Out of the Box Integrations | ||
| Salesforce Integration | Add-On | Add-On |
| Microsoft Teams Integration | Add-On | Add-On |