| Channels | | | | |
| Voice (Inbound/Outbound Calls) | ● | — | — | ● |
| Web/Chat (Website, Mobile WAP/H5) | — | ● | ● | ● |
| Email | — | ● | ● | ● |
| Social Media (Facebook, Line, WhatsApp, etc.) | — | — | ● | ● |
| Core Call Functions | | | | |
| IVR (custom flows; voice recognition) | ● (supports multi-mode) | — | — | ● |
| ACD (routing, queuing, polling/longest idle) | ● (with red/black lists, data sync) | — | — | ● |
| Auto Dialer & Concurrent Calls (with alerts) | ● | — | — | ● |
| Screen Pops (inbound/outbound; customer data) | ● (N+ details) | — | — | ● |
| Call Recording (playback, dual-channel, batch download) | ● (advanced features) | — | — | ● |
| Online/Chat Functions | | | | |
| Session Routing & Allocation | ● | ● (schedule/attribute-based) | ● (schedule/attribute-based) | ● (schedule/attribute-based) |
| Chat Features (rich media, invites, transfers, tripartite) | — | ● (proactive, auto-end, sensitive words) | ● (proactive, auto-end, sensitive words) | ● (proactive, auto-end, sensitive words) |
| Visitor Tracking & Identification | — | ● (IP/source, playback) | ● (IP/source, playback) | ● (IP/source, playback) |
| Ticket Management | | | | |
| Creation, assignment, workflow (custom processes, SLA timers) | ● (batch, notifications, history) | ● (batch, notifications, history) | ● (batch, notifications, history) | ● (batch, notifications, history) |
| Integration (with calls/chats/emails) | ● | ● | ● | ● |
| CRM Integration | | | | |
| Customer data management (custom fields, privacy, sync) | ● (tags, plans, permissions) | ● (tags, plans, permissions) | ● (tags, plans, permissions) | ● (tags, plans, permissions) |
| Contact records & tracking | ● | ● | ● | ● |
| Knowledge Base | | | | |
| Internal/External KB (search, reviews, maintenance) | — | ● (rich text, stats) | ● (rich text, stats) | ● (rich text, stats) |
| Administrative & Monitoring | | | | |
| Real-time monitoring (agents, traffic, charts) | ● (listen/force actions) | ● (session stats) | ● (session stats) | ● (full: calls & online) |
| Quality assurance (inspections, templates, cycles) | ● (random/task/submission) | ● (random/task/submission) | ● (random/task/submission) | ● (random/task/submission) |
| Reporting & dashboards | ● (detailed call reports) | ● (online/email reports) | ● (online/email reports) | ● (all comprehensive) |
| Value-Added | | | | |
| AI Chatbot (LingoMaster Translation) | — | ● (168+ languages) | ● (168+ languages) | ● (168+ languages) |
| Outbound Tasks (creation, auto-dial, stats) | — | ● | — | — |
| 7×24 prioritized customer support | add-on option | add-on option | add-on option | add-on option |
| Premium onboarding (hands-on setup) | add-on option | add-on option | add-on option | add-on option |
| X-Bot | | | | |
| X-Bot Package A (1 robot; 1 admin license/year; 36,000 messages) | add-on option | add-on option | add-on option | add-on option |
| X-Bot Package B (5 robots; 3 admin licenses/year; 120,000 messages) | add-on option | add-on option | add-on option | add-on option |
| X-Bot Unlimited Package (unlimited robots/admins/messages) | add-on option | add-on option | add-on option | add-on option |
