Contact Center

by Creatio
Not rated
Contact Center is a modern omnichannel workspace that unifies calls, chats, cases, and tasks in a single inbox, automates work distribution through queues, and provides real-time performance insights for agents and supervisors.
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Overview

Product overview

Product description

Contact Center app provides a modern, omnichannel workspace for contact center teams that streamlines agent interactions, work distribution, and performance monitoring. It unifies calls, chats, cases, and tasks in a single inbox, automatically routes work through queues, and provides role-based workspaces with real-time insights for agents and supervisors to manage daily operations efficiently.

Use cases:

  • Handle customer calls, chats, and service requests from a unified agent inbox that prioritizes live and offline work.

  • Automatically distribute cases, orders, or other records to agents using configurable queues and routing rules.

  • Manage voice conversations and digital chats using modern call and chat interfaces with built-in wrap-up functionality.

  • Monitor agent productivity, workloads, and key performance indicators through role-based dashboards and workspaces.

  • Track team activity, queue performance, and operational metrics in real time to support proactive supervision.

  • Control agent availability across communication channels with flexible status management for telephony and chat.

  • Improve service efficiency with AI-powered insights that analyze active calls and provide contextual information to agents.

Key Features

Agent Inbox

A centralized environment where agents manage customer interactions and assigned work in one place, reducing context switching and improving efficiency during daily operations.

Work Queues

Automatically assign cases, requests, or other records to the right agents using configurable routing rules, helping teams balance workloads and maintain consistent response times.

Agent and Supervisor Workplaces

Role-specific workspaces provide clear visibility into daily operations. Agents track productivity and workload, while supervisors monitor team performance, service levels, and operational trends.

Agent Status Widget

Granular status controls let agents independently manage their availability across communication channels, helping teams balance incoming interactions and maintain service quality.

Chat Component

A streamlined messaging environment designed for responsive digital conversations, enabling agents to manage multiple chats efficiently while maintaining a consistent customer experience.

Call Control Component

Built-in voice interaction tools allow agents to manage calls smoothly while capturing outcomes, recording notes, and initiating follow-up actions directly from the conversation interface.

Creatio.ai Call Insights

Creatio.ai identifies the caller in real time and surfaces relevant information such as phone number, contact details, account, and recent interactions to help agents quickly understand the context of the call.

Categories

Category
Contact centers

UI Framework

UI Framework
Freedom UI

Type

Type
Application

Price

Price
Paid
Trial

Compatible with Creatio

Version
8.3.3

Release information

Launched:
Updated:

Pricing

Monthly
Annual
Standard
$ 10.00 user / month
billed annually

Terms and Conditions

By installing this product you agree to terms and conditions outlined in the license agreement.

Pricing FAQ

How does pricing work?
What currencies are accepted for payment?
Do the listed prices include taxes or discounts?
Does the listed price include the cost of the Creatio Platform plan?

Support

Support is available for this application
Support is provided by the developer within the “Basic” and “Business” packages. Detailed information about the support packages and the support terms can be found on the Creatio website.

Contacts

Installation

Product compatibility

UI Framework

Freedom UI

Deployment Options

Cloud
On-site

DBMS

Any supported DBMS

Platform

.NET Framework
.Net 8 (supported from 8.2.1)

Compatible with Creatio

8.3.3

Versions

Versions history

Version
Compatibility
Release date
1.0.135
8.3.3
March 26, 2026
Release summary
Initial application release
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Manual app installation

  1. Open the needed app → the Packages tab - download the Markeplace app files.
  2. Click in the top right → Application Hub
  3. Click New application. This opens a window.
  4. Select Install from file and click Select in the window that opens.
  5. Click Select file on the page of the Marketplace App Installation Wizard and specify the app file path.

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