Elevate
- Every feature available in
Essentials - Plus Outbound campaigns,
Live-chat, and more - No set-up fee
Ultimate
- Every feature available in Elevate Plan
- Plus Video Call
- No set-up fee
Plans Comparison
| StringeeX Full Feature List | Essentials | Elevate | Ultimate | ||||
| A | Call features | ||||||
| 1 | System features | ||||||
| 1.1 | Set up a range of phone number types (1800, 1900, landline, mobile) | ||||||
| 1.2 | Interactive Voice Response (IVR): identify, segment and route callers to the most appropriate queue | ||||||
| 1.3 | Customize business hours | ||||||
| 1.4 | Allow callers to leave voicemail in case all agents are unavailable or outside of business hours | ||||||
| 1.5 | Configure call recording for each queue, hotline or inbound/outbound calls | ||||||
| 1.6 | Grant Outbound dialing permissions to each agent, hotline | ||||||
| 1.7 | After Call Work: Give agents Wrap-up time to complete follow-up tasks after each customer interaction | ||||||
| 1.8 | Manage portal accounts | ||||||
| 1.9 | Manage groups | ||||||
| 1.10 | Manage queues | ||||||
| 1.11 | Manage IVR | ||||||
| 1.12 | Manage hotlines | ||||||
| 1.13 | Mange greeting messages | ||||||
| 1.14 | Manage the blacklist | ||||||
| 1.15 | Embed code for website to make voice call | ||||||
| 2 | Features for agents | ||||||
| 2.1 | Both automatically and manually change agent status | ||||||
| 2.2 | Hold calls, configure on-hold music | ||||||
| 2.3 | Mute calls | ||||||
| 2.4 | Transfer calls to other agents | ||||||
| 2.5 | Transfer calls to another queue, phone number, IVR | ||||||
| 2.6 | Conference calls | ||||||
| 2.7 | Allow agents to take calls on different devices: IP Phone, Web, Mobile App or personal number | ||||||
| 2.8 | Allow agents to choose different numbers to call out (Landline, mobile phone) | ||||||
| 2.9 | Optimize call-out fees by automatically dialing from the phone number that has the same telco as customer's number | ||||||
| 2.10 | Free internal calls (App/Web/IP Phone) | ||||||
| 2.11 | Auto answer call | ||||||
| 2.12 | Call history | ||||||
| 2.13 | Setup coaching group | ||||||
| 3 | Features for supervisors | ||||||
| 3.1 | Answer any in-queue calls | ||||||
| 3.2 | Silent call monitoring | ||||||
| 3.3 | End agents' calls | ||||||
| 3.4 | Takeover agents’ calls | ||||||
| 3.5 | Transfer calls to other agents | ||||||
| 3.6 | Call whispering | ||||||
| 4 | Automatic Call Distribution | ||||||
| 4.1 | Distribute calls to the agent in charge of the customer | ||||||
| 4.2 | Distribute calls to the last agent supporting the customer | ||||||
| 4.3 | Prioritize/Categorize groups of agents based on their skill sets and then, distribute calls accordingly | ||||||
| 4.4 | Configure specific extension numbers for agents. Customer could dial the extension number to call directly a specific agent | ||||||
| 4.5 | Create unique customer experience on each waiting queue by customizing waiting messages/welcome greetings/...; queue to voicemail; maximum queue size; waiting time limit. | ||||||
| 4.6 | Configuring call ring time to agents of each queue | ||||||
| 4.7 | Set priorities in queuing for VIPs | ||||||
| 5 | Other features | ||||||
| 5.1 | Support automatically open a URL (popup) displaying customers’ information | ||||||
| 5.2 | Create and collapse the list of contact buttons on your customer screens to only one | ||||||
| B | Ticket management | ||||||
| 1 | Automatically open a ticket when a call is made or received | ||||||
| 2 | Automatically convert voicemails into tickets | ||||||
| 3 | Automatically convert missed calls into tickets | ||||||
| 4 | Create tickets through API | ||||||
| 5 | Transfer tickets between departments and agents | ||||||
| 6 | Information fields dynamic tickets | ||||||
| 7 | Categorize, prioritize tickets | ||||||
| 8 | Create tickets filter | ||||||
| 9 | Track progress of a ticket by status | ||||||
| 10 | Triggers and automations | ||||||
| 11 | Manage SLA - Service Level Agreement | ||||||
| 12 | Realtime notification when there is any update on the ticket | ||||||
| 13 | View ticket modification history | ||||||
| 14 | Add tasks on tickets and receive reminders automatically | ||||||
| 15 | Option to display pre-defined filters for tickets list | ||||||
| 16 | Macro setup | ||||||
| 17 | Encrypt ticket's fields | ||||||
| C | Manage contacts, customers | ||||||
| 1 | Create and manage multiple contacts (personal customers), companies, group contacts into companies | ||||||
| 2 | Display all information, notes and phone number of customers who call in or when agents call out | ||||||
| 3 | Manage tickets related to customers, companies | ||||||
| 4 | Search for customers’ information | ||||||
| 5 | Import/ Export customers’ data | ||||||
| 6 | Merge contacts | ||||||
| 7 | Call and send SMS for contacts | ||||||
| 8 | Categorize customers into different priority level in queue | ||||||
| 9 | Create contact filter | ||||||
| 10 | Hide and unhide contact information | ||||||
| 11 | Add, remove contact information | ||||||
| 12 | Add tasks on contacts and receive reminders automatically | ||||||
| 13 | Encrypt contact, company fields: name, phone, email, id card,... | ||||||
| 14 | 6 options to import contact to portal | ||||||
| 15 | Option to display pre-defined filters for contacts, companies list | ||||||
| D | Knowledge base | ||||||
| 1 | Create a three levels of knowledge base: Category > Section > Article | ||||||
| 2 | Using directory tree | ||||||
| 3 | Grant group to manage articles | ||||||
| E | Permissions - Security - Account management | ||||||
| 1 | Enable two-factor security when logging in | ||||||
| 2 | Setup role and permissions for all users | ||||||
| 3 | Audit log | ||||||
| 4 | Using Google and Microsoft Accounts for Registration, Login | ||||||
| F | Reports & Statistics | ||||||
| 1 | Call analysis, statistics and reports: call history, peak hour traffic, talktime, on various aspects (call status, queue, end-call reason, etc) | ||||||
| 2 | Call history, search history by any criteria, listen to recordings | ||||||
| 3 | Report on inbound productivity by time period | ||||||
| 4 | Report on ACD productivity | ||||||
| 5 | Report on agents' performance | ||||||
| 6 | Report agents' efficiency | ||||||
| 7 | Report on agent status | ||||||
| 8 | Report agent by ticket fields | ||||||
| 9 | Ticket statistics and reports | ||||||
| 10 | SLA statistics and summary report | ||||||
| 11 | SMS statistics and report | ||||||
| G | Real-time Monitoring | ||||||
| 1 | Monitor calls | ||||||
| 2 | Monitor chat | ||||||
| 3 | Monitor agents | ||||||
| 4 | Monitor Queues | ||||||
| 5 | Monitor PBX's performance | ||||||
| H | Mobile app support (Android, iOS) | ||||||
| 1 | Voice Call features | ||||||
| 2 | Ticket features | ||||||
| 3 | Contact features | ||||||
| 4 | Sync Telephone directory | ||||||
| I | Deep API/SDK Integration | ||||||
| 1 | API for backend (call history, file recording, contact, ticket,...) | ||||||
| 2 | API for mobile (Android/iOS/React Native/ Phone Gap) | ||||||
| 3 | API for Web (JavaScript) | ||||||
| J | Outbound campaign | ||||||
| 1 | Campaign management | ||||||
| 2 | Manage agents in campaigns | ||||||
| 3 | Manage customers in campaigns | ||||||
| 4 | Manage campaign's scripts | ||||||
| 5 | Import customers' data from excel file | ||||||
| 6 | Set up the target number of outbound calls for agents in Manual campaign | ||||||
| 7 | Manual dialer: Allows agents to proactively select campaigns and receive customers, make calls to the customers (manually). | ||||||
| 8 | Preview dialer: Allows agents to preview customer information before making calls. | ||||||
| 9 | Progressive dialer: Automatically dialing a number from a call list until it finds an available agent that will receive the customer’s call | ||||||
| 10 | Predictive dialer: Automatically dialing outbound calls according to criteria (*). Only when the customer answers, the calls are directed to an agent. Criteria (*) includes: - The number of available agent at the moment (1) - The number of successful connection within last 30 minutes (2) - The average time of connection of calls from campaign within last 30 minutes (3) - The maximum number of missed call allowed in system (4) | ||||||
| 11 | Autocall: Automatically dialing multiple calls at the same time, using AI to personalize contents | ||||||
| 12 | Interaction with customers following default scripts | ||||||
| 13 | Schedule callback for customers | ||||||
| 14 | Set call retry rules | ||||||
| 15 | Do not call lists | ||||||
| 16 | Change campaign status | ||||||
| 17 | Report on customer survey | ||||||
| 18 | Report on customer status | ||||||
| 19 | Report on call status | ||||||
| K | Email feature | ||||||
| 1 | Automatically create a ticket for each email received | ||||||
| 2 | Allocate tickets to agents based on a set of rules: account manager, the last agent supporting, customers' priority | ||||||
| 3 | Allow configuring various email addresses to receive emails from customers | ||||||
| 4 | Send CC, BCC emails | ||||||
| 5 | Send emails with attachments (a variety of supported file types: txt, pdf, png, etc) | ||||||
| 6 | Receive and send rich text | ||||||
| 7 | Set up Personalized Auto-reply emails (using Triggers feature) | ||||||
| 8 | Auto-create contacts from senders' email addresses | ||||||
| 9 | Manage email campaigns | ||||||
| 10 | Manage survey script | ||||||
| 11 | Manage email templates | ||||||
| L | Live Chat feature | ||||||
| 1 | Automatically allocate chat to agents based on a set of rules: queue, the last agent supporting, etc | ||||||
| 2 | Create a ticket for each chat session | ||||||
| 3 | Create a ticket for each missed chat (notify the customers about the availability of agents; create tickets with visitors' info to follow up) | ||||||
| 4 | Scheduled text message (greeting, away messages) | ||||||
| 5 | Receive chat | ||||||
| 6 | Send attachment with various type: mp3, png, jpeg, pdf, docx,etc | ||||||
| 7 | Transfer chat between agents, departments | ||||||
| 8 | Send chat through email | ||||||
| 9 | View chat history | ||||||
| 10 | Close chat | ||||||
| 11 | Provide visitors' information: devices, geography, etc | ||||||
| 12 | Allow customers to rate conversations with agent | ||||||
| 13 | Supervise: View chat of selected agent | ||||||
| 14 | Supervise: Join group chat | ||||||
| 15 | Supervise: Transfer chat between agents, departments | ||||||
| 16 | Supervise: Close chat | ||||||
| 17 | Customize the chat window on the business website (language, color, questions,...) | ||||||
| 18 | Identify visitors via Cookie (Identify and show information, chat history of repeat visitors) | ||||||
| 19 | Overall report on chat | ||||||
| 20 | Detailed reports on chat | ||||||
| 21 | Report on chat efficiency | ||||||
| M | Facebook Fanpage management feature | ||||||
| 1 | Livechat for FB messenger: notify and allow agents to receive and respond to FB messages as Livechat | ||||||
| 2 | Allow agents to reopen a FB conversation and send messages to the FB user | ||||||
| 3 | Auto assign tickets to a specific queue | ||||||
| 4 | Create tickets for users' posts on page, real-time notifications for new updates | ||||||
| 5 | Create tickets for users' comments on page's posts | ||||||
| 6 | Create tickets for users' comments on page's posts which contain specific keywords. | ||||||
| 7 | Reply to customers' comments from tickets | ||||||
| 8 | Create tickets for users' messages on page (via Messenger) | ||||||
| 9 | Reply to customers' messages from tickets | ||||||
| 10 | Transfer customer comments into notes on the tickets can be split into new notes | ||||||
| O | Video Call feature | ||||||
| 1 | Customers make video calls to meet agent from Mobile App/Web | ||||||
| 2 | Agent proactively makes video calls to customers coming to Mobile App/Web | ||||||
| 3 | Video recording, call recording | ||||||
| 4 | ACD and Ticket features like voice calling | ||||||
| 5 | Web script to make call | ||||||
| 6 | Video eKYC: OCR, face matching, fraudulent documents detection... | ||||||
| 7 | Share screen | ||||||
| 8 | Hold / Unhold (with on-hold video) | ||||||
| 9 | Switch from a voice call to a video call | ||||||
| P | Support | ||||||
| 1 | 24/7 troubleshooting support | ||||||
| 2 | Support connecting numbers, registering numbers with telephone companies | ||||||
