OptiML CX Platform Features
The IVR, the routing rules, the dialer, the CTI and the AI layer underneath all of it.
These are the contact centre features inside the OptiML CX Platform: the IVR a caller hits first, the skills-based routing and ACD that decide who picks up, the predictive and power dialer behind your outbound campaigns, CTI into whichever CRM your agents live in, and speech analytics listening to all of it. Unglamorous plumbing, most of it. It is also what decides whether 9am on a Monday goes smoothly. Part of the OptiML CX Platform, alongside Voice AI Agents and the other thirteen modules.
Features, grouped by who uses them
Agent Dashboard
Call Controls
Mute, hold, warm transfer and blind transfer, each one click away.
Personalised Hold Music
Hold music, or a message you record instead. Silence is what makes people hang up.
One-Click Dialing
Dial from the dashboard, or from inside the CRM record the agent already has open. Nobody copies a number into a softphone.
Dynamic Data Display
The customer record is already on screen when the call connects.
Call Forwarding
Send a call to an agent's mobile or landline, wherever they happen to be working that day.
Offline Agents
Take and make calls without logging in.
IVR Features
Drag & Drop Interface
Build the IVR by dragging boxes onto a canvas. No code, and no ticket to engineering.
Self Service
Balance checks, order status, appointment slots. For the callers who wanted a number, not a conversation.
AI Enabled IVR
Speech recognition instead of press-1-for-sales. Callers say what they want in their own words and the IVR routes on that, using the same speech pipeline that sits behind Voice AI Agents.
Routing and ACD
Expert Routing
Calls reach the agent with the right skill, not the next warm body in the queue.
Automated Call Distribution
Distribution runs on idle time, so the same three people do not end up taking every call.
After Hour Calls
Calls that land after close go to a team in another timezone, into the IVR, or to voicemail.
Sticky Agent Routing
The customer gets their own account manager back.
Fallback Options
When the queue is deep, offer a callback or voicemail rather than leaving someone parked in hold music wondering whether anyone is coming.
Customised Priority Routing
Wire the ACD into your CRM and treat segments differently, so the accounts that matter skip the queue. Skills-based routing across all eight channels works on the same rules.
Management & Performance Analytics
Real-Time Monitoring
Queue depth, agent state and campaign metrics, live.
Barge-in, Snoop & Whisper
Listen silently, whisper to the agent only, or take the call over entirely. Useful for coaching. More useful when a call is thirty seconds from going badly. The Supervisor Console adds SLA-at-risk alerts and a two-second refresh on top of it.
Call Recordings
Every call recorded and attached to the ticket it belongs to.
CTI Integration Features
Click To Call
Dial straight from the CRM record.
Unified Interface
The call dashboard lives inside the CRM, so the agent stops alt-tabbing mid-call.
Dynamic Data Display
Inbound or outbound, the matching CRM record opens the moment the call connects.
Automated Call Logging
Unknown number, new ticket. Known contact, the existing ticket updates. Nobody sits down at the end of a shift trying to remember what the 11:40 call was about. Ticketing and case management carries the two-way sync back into your ITSM.
Power Dialers
Predictive Dialer
The pacing algorithm dials ahead of your agents, based on how long connects are taking right now rather than what the average looked like last quarter.
Power Dialer
One number after another, in order.
IVR Dialer
Outbound IVR across a large list, for reminders and confirmations. Campaign pacing, DNC and calling windows are covered in the dialer module.
Omnichannel Routing
ACD
Calls and chats both land in the right department.
Blended Window
One agent, one window, working a call and two chats without switching applications.
Digital Channels
WhatsApp, web chat, SMS, Messenger, Instagram and Telegram, plus email treated as a proper channel rather than a mailbox somebody checks twice a day. With voice that makes eight, and all eight land in the same inbox.
AI-Based Features
Chatbots
Build one without writing code.
Voice Bots
Natural conversation on the phone, with barge-in, so a caller who interrupts is actually heard. Built in the same agent and flow builder as everything else.
Speech Analytics
Sentiment and conversation quality scored on every call and chat, not on the handful your QA team has time to listen to. That feeds quality management, which scores 15 dimensions per interaction.
