The following features are provided as a part of the hosted cloud call center solution Interactive Voice Response (IVR) – Helps callers navigate to the right agent easily through self-service options. Call Forwarding – Enables agents to seamlessly forward calls to an agent in another department. Call Transferring – Enables seamless call transferring to an agent who is available. Call Conferencing – Cloud contact center solution enables multi-agent call conferencing for faster query resolution. Call Recording – Record all calls for quality checks and analyze agent performance. Skill-based Routing - Transfer incoming calls based on the skill of the agent to resolve queries expediently.