Standard Edition
Best for informal call center operations that need stronger visibility, scheduled reporting, and better staffing decisions.
Contact SWEET solutionsYou cannot manage what you cannot measure
Contact SWEET gives your team the visibility to improve customer service, strengthen productivity, and control costs. Start with the edition that fits your operation, then scale into advanced multi-channel workflows and quality monitoring.
Small Business Edition
Designed for single-site teams with up to 10 agents that need real-time supervisor views, alarms, and queue control.
Enterprise Edition
Built for high-volume teams that need a unified multi-channel workflow across voice, email, and web chat.
Contact SWEET Standard Edition
Contact Sales
Ideal for informal call center operations that need practical insight and clear performance control.
Increase productivity by tracking agent activity and staffing performance
Reduce costs with automatic misuse and excessive duration alerts
Identify trends using text and graphical reports across all call activity
Schedule reports daily, weekly, monthly, or on demand
Browser-based access for managers and remote teams
Fast report export to PDF and Excel formats
Drill down from high-level metrics to extension, agent, and hunt group details
Service level reporting for individual and team performance goals
Cradle-to-grave call detail from call start to call completion
Historical call accounting for peak-time and duration analysis
Account code reporting to support faster, more accurate client billing
Role-based access controls for confidential reporting
Contact SWEET Small Business Edition
Contact Sales
Designed for single-site teams up to 10 agents that need quick deployment and day-to-day operational control.
Real-time metrics for instant supervisor decision making
Historical reports with automated email scheduling
Browser-based access from any device and location
Interactive drill-down reports with PDF and Excel export
Reason codes for detailed agent activity visibility
Wallboards and supervisor views for live operations
Supervisor controls to change agent states during queue spikes
Account code visibility for cost tracking and billing accuracy
SWEET! alarms when calls or service levels move outside targets
Configurable security roles as teams grow
Built for smaller teams that need enterprise-style capabilities
Advanced
Contact SWEET Enterprise Edition
Contact Sales
Multi-channel contact center operations in one unified interface for voice, web chat, and email workflows.
Multi-channel support for voice, email, and web chat
Flexible deployment with voice first and channel expansion over time
Real-time supervisor reporting for instant response
Historical reporting across all channels with scheduled delivery
Flexible call recording modes including all, random, on-demand, and rules-based
Cradle-to-grave recording that captures transfers and hold activity
Disposition and reason codes for deeper call outcome insight
Rapid retrieval through a browser-based interface
Built for compliance-sensitive environments including healthcare and finance
Improved first-contact resolution with unified interaction context
Tangible business outcomes
Contact SWEET helps teams increase productivity, reduce costs, and identify trends
Build a repeatable operating rhythm with actionable metrics for supervisors, managers, and leadership teams.
- Increase productivity
- Track agent activity in detail, align staffing with demand, and maintain consistent service levels.
- Reduce costs
- Detect misuse and long-duration patterns early with threshold alerts and historical analysis.
- Identify trends
- Use text and graphical reporting to spot operational shifts before they impact customer experience.
Core capabilities
Built for daily operations, billing accuracy, and service quality
Contact SWEET gives teams practical tools to analyze calls, protect margins, and support better customer outcomes.
- Scheduled reports
- Send reports daily, weekly, monthly, or one-time to make analysis part of your routine.
- Browser-based access
- Managers and remote teams can access reporting from any modern browser.
- Faster reporting
- Generate reports in a few clicks and export to PDF or Excel for sharing.
- Unified multi-channel operations
- Run voice, web chat, and email workflows in one interface designed for supervisor control.
- Multi-channel support
- Support voice, email, and web chat interactions as one service operation.
- Flexible deployment
- Start with voice-first workflows and expand channels as business needs grow.
Cradle-to-grave recording
Contact SWEET captures the full customer interaction trail for legacy and compliance-heavy operations
Combine Contact SWEET workflows with recording visibility so teams can review complete call histories, resolve disputes faster, and coach with better context.
- Capture full call journeys
- Track cradle-to-grave call flow from first connection through transfers, holds, and final disposition.
- Flexible recording controls
- Configure all-call, random, on-demand, and rules-based recording based on team and compliance needs.
- Faster QA and compliance review
- Retrieve interactions quickly with context-rich history to support coaching, disputes, and regulatory workflows.
Compare features
Choose the Contact SWEET edition that matches your operation
All editions provide strong reporting foundations. Move up editions as your team needs deeper real-time control and multi-channel workflows.
| Compare plans | Standard Edition | Small Business Edition | Enterprise Edition |
|---|---|---|---|
| Contact sales for exact edition fit | Request standard pricing | Request small business pricing | Request enterprise pricing |
| Best fit | |||
| Operational profile | Informal call center operations | Single-site teams with up to 10 agents | Complex or multi-team contact center environments |
| Primary focus | Core reporting and staffing visibility | Fast optimization with live supervisor control | Unified multi-channel service management |
| Reporting and operations | |||
| Historical reporting and scheduled delivery | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Browser-based reporting access | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| PDF and Excel export | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Graphical dashboards and trend displays | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Drill-down detail on extensions and groups | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Real-time supervisor metrics | Not included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Service level and queue monitoring | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Cost management and governance | |||
| Account code and billable time reporting | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Number screening alerts | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Call duration and cost threshold alerts | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Role-based reporting access control | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Supervisor and control tools | |||
| Reason codes and agent state visibility | Not included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Wallboards and supervisor views | Not included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Supervisor controls for live queue pressure | Not included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| SWEET alarms and threshold notifications | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Channels and advanced capability | |||
| Voice interactions | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Web chat and email interactions | Not included in Standard Edition | Not included in Small Business Edition | Included in Enterprise Edition |
| Call recording modes (all, random, on-demand, rules) | Not included in Standard Edition | Not included in Small Business Edition | Included in Enterprise Edition |
| Cradle-to-grave recording with transfer visibility | Not included in Standard Edition | Not included in Small Business Edition | Included in Enterprise Edition |
| Disposition coding | Not included in Standard Edition | Not included in Small Business Edition | Included in Enterprise Edition |
| Deployment and support | |||
| Rapid deployment, remote or on-site | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Remote implementation included | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Remote user training included | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Concurrent licensing model | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Configurable permissions and security roles | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| First year maintenance and support included | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Unlimited support by email, phone, and web | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
| Product updates and enhancements included | Included in Standard Edition | Included in Small Business Edition | Included in Enterprise Edition |
Standard Edition
Request standard pricingBest fit
- Operational profile
- Informal call center operations
- Primary focus
- Core reporting and staffing visibility
Reporting and operations
- Historical reporting and scheduled delivery
- Included in Standard Edition
- Browser-based reporting access
- Included in Standard Edition
- PDF and Excel export
- Included in Standard Edition
- Graphical dashboards and trend displays
- Included in Standard Edition
- Drill-down detail on extensions and groups
- Included in Standard Edition
- Real-time supervisor metrics
- Not included in Standard Edition
- Service level and queue monitoring
- Included in Standard Edition
Cost management and governance
- Account code and billable time reporting
- Included in Standard Edition
- Number screening alerts
- Included in Standard Edition
- Call duration and cost threshold alerts
- Included in Standard Edition
- Role-based reporting access control
- Included in Standard Edition
Supervisor and control tools
- Reason codes and agent state visibility
- Not included in Standard Edition
- Wallboards and supervisor views
- Not included in Standard Edition
- Supervisor controls for live queue pressure
- Not included in Standard Edition
- SWEET alarms and threshold notifications
- Included in Standard Edition
Channels and advanced capability
- Voice interactions
- Included in Standard Edition
- Web chat and email interactions
- Not included in Standard Edition
- Call recording modes (all, random, on-demand, rules)
- Not included in Standard Edition
- Cradle-to-grave recording with transfer visibility
- Not included in Standard Edition
- Disposition coding
- Not included in Standard Edition
Deployment and support
- Rapid deployment, remote or on-site
- Included in Standard Edition
- Remote implementation included
- Included in Standard Edition
- Remote user training included
- Included in Standard Edition
- Concurrent licensing model
- Included in Standard Edition
- Configurable permissions and security roles
- Included in Standard Edition
- First year maintenance and support included
- Included in Standard Edition
- Unlimited support by email, phone, and web
- Included in Standard Edition
- Product updates and enhancements included
- Included in Standard Edition
Small Business Edition
Request small business pricingBest fit
- Operational profile
- Single-site teams with up to 10 agents
- Primary focus
- Fast optimization with live supervisor control
Reporting and operations
- Historical reporting and scheduled delivery
- Included in Small Business Edition
- Browser-based reporting access
- Included in Small Business Edition
- PDF and Excel export
- Included in Small Business Edition
- Graphical dashboards and trend displays
- Included in Small Business Edition
- Drill-down detail on extensions and groups
- Included in Small Business Edition
- Real-time supervisor metrics
- Included in Small Business Edition
- Service level and queue monitoring
- Included in Small Business Edition
Cost management and governance
- Account code and billable time reporting
- Included in Small Business Edition
- Number screening alerts
- Included in Small Business Edition
- Call duration and cost threshold alerts
- Included in Small Business Edition
- Role-based reporting access control
- Included in Small Business Edition
Supervisor and control tools
- Reason codes and agent state visibility
- Included in Small Business Edition
- Wallboards and supervisor views
- Included in Small Business Edition
- Supervisor controls for live queue pressure
- Included in Small Business Edition
- SWEET alarms and threshold notifications
- Included in Small Business Edition
Channels and advanced capability
- Voice interactions
- Included in Small Business Edition
- Web chat and email interactions
- Not included in Small Business Edition
- Call recording modes (all, random, on-demand, rules)
- Not included in Small Business Edition
- Cradle-to-grave recording with transfer visibility
- Not included in Small Business Edition
- Disposition coding
- Not included in Small Business Edition
Deployment and support
- Rapid deployment, remote or on-site
- Included in Small Business Edition
- Remote implementation included
- Included in Small Business Edition
- Remote user training included
- Included in Small Business Edition
- Concurrent licensing model
- Included in Small Business Edition
- Configurable permissions and security roles
- Included in Small Business Edition
- First year maintenance and support included
- Included in Small Business Edition
- Unlimited support by email, phone, and web
- Included in Small Business Edition
- Product updates and enhancements included
- Included in Small Business Edition
Enterprise Edition
Request enterprise pricingBest fit
- Operational profile
- Complex or multi-team contact center environments
- Primary focus
- Unified multi-channel service management
Reporting and operations
- Historical reporting and scheduled delivery
- Included in Enterprise Edition
- Browser-based reporting access
- Included in Enterprise Edition
- PDF and Excel export
- Included in Enterprise Edition
- Graphical dashboards and trend displays
- Included in Enterprise Edition
- Drill-down detail on extensions and groups
- Included in Enterprise Edition
- Real-time supervisor metrics
- Included in Enterprise Edition
- Service level and queue monitoring
- Included in Enterprise Edition
Cost management and governance
- Account code and billable time reporting
- Included in Enterprise Edition
- Number screening alerts
- Included in Enterprise Edition
- Call duration and cost threshold alerts
- Included in Enterprise Edition
- Role-based reporting access control
- Included in Enterprise Edition
Supervisor and control tools
- Reason codes and agent state visibility
- Included in Enterprise Edition
- Wallboards and supervisor views
- Included in Enterprise Edition
- Supervisor controls for live queue pressure
- Included in Enterprise Edition
- SWEET alarms and threshold notifications
- Included in Enterprise Edition
Channels and advanced capability
- Voice interactions
- Included in Enterprise Edition
- Web chat and email interactions
- Included in Enterprise Edition
- Call recording modes (all, random, on-demand, rules)
- Included in Enterprise Edition
- Cradle-to-grave recording with transfer visibility
- Included in Enterprise Edition
- Disposition coding
- Included in Enterprise Edition
Deployment and support
- Rapid deployment, remote or on-site
- Included in Enterprise Edition
- Remote implementation included
- Included in Enterprise Edition
- Remote user training included
- Included in Enterprise Edition
- Concurrent licensing model
- Included in Enterprise Edition
- Configurable permissions and security roles
- Included in Enterprise Edition
- First year maintenance and support included
- Included in Enterprise Edition
- Unlimited support by email, phone, and web
- Included in Enterprise Edition
- Product updates and enhancements included
- Included in Enterprise Edition
Deployment and support
Keeping it simple with implementation and support built in
Contact SWEET includes onboarding guidance and long-term support so your team can launch with confidence and keep improving operations.
Keeping it simple
- Rapid deployment process, remotely or on-site
- Remote implementation included with DATEL applications
- Pre-configuration checklist and environment verification before go-live
- Remote training included so teams are ready from day one
- Concurrent licensing with full user capability for each agent
- Configurable agent permissions and security roles
DATEL customer care
- First year of maintenance and support included with software purchase
- Unlimited technical support by email, phone, and web
- Product updates and enhancements delivered as available
- Support portal access with ticket tracking and knowledge resources
Request information
One size does not fit all. Let DATEL help you choose the right Contact SWEET edition.
Questions about licensing, implementation, recording options, or edition fit. Contact the DATEL team and get practical guidance for your environment.
Questions: (724) 940-0400 | support@datel-group.com