Flex is made of granular components. This list of specifications will give you a sense of the different features that define Flex, and what they have to offer.

  • Channels

  • Voice
  • Chat
  • SMS
  • Video
  • Screensharing
  • Social messaging apps (Facebook Messenger, LINE, etc.)
  • Co-browsing
  • Fax
  • Email
  • Bring your own channel
  • Supervisor

  • Filtered agent groups
  • Monitor / whisper / barge
  • Flag for assistance
  • Internal chat
  • Coaching
  • Real-time dashboards
  • Admin

  • Agent creation
  • Agent skilling
  • Routing configuration
  • IVR editing
  • Agent

  • Multi-channel
  • Multi-tasking
  • Role-based permissions
  • Customizable
  • Internationalizable
  • SSO (SAML)
  • Intelligence

  • Intent-based IVR
  • Bots
  • Dynamic agent suggestions
  • Intelligent routing
  • Bring your own models
  • Speech

  • Transcription
  • Premium text-to-speech
  • Marketplace analytics
  • Recordings
  • Real-time transcription
  • Keyword spotting / phrase detection
  • IVR

  • Drag-and-drop flow editor
  • Serverless functions
  • CRM integrations
  • Data callbacks
  • Compliance

  • ISO 27001
  • GDPR
  • CSA
  • Audit events
  • Network

  • Interconnect
  • In-region media (GLL)
  • Voice Insights
  • Global DID & TFN availability
  • WFO (Ytica)

  • Automated agent QA
  • Customizable historical reporting
  • Conversation player
  • Desktop analytics
  • Data ingestion API
  • Data exports
  • Alerting