The platform detects when a call requires human intervention — by rule or escalation detection — and transfers it with a spoken summary of the conversation, so your staff member already has the context.
Automatically detects when a call needs a human — by rule or sentiment analysis.
Transfers the call with a full summary — what was said, what the request was, the sentiment.
Transfers to the right staff member by request type or availability.
The agent briefs the staff member before connecting the caller — not a blind transfer.
You define which cases escalate automatically — e.g. dissatisfied caller, urgent matter.
All escalations logged in the analytics dashboard with sentiment and reason.
The staff member already has all the information — the caller doesn't need to repeat anything.
First contact is more effective when the staff member starts with a summary.
Attended transfer prevents callers getting lost in the network.
All escalations logged — you can see what escalated and why.
Demo with escalation and summary-transfer scenarios.
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