Accelerates growth in productivity and improve the Customer Experience

It’s designed to handle incoming and outgoing call campaigns through an easy-to-use agent console and call management interface.

It allows the collaboration in real time and improves the productivity of the agents and supervisors through Unified Communications.

  • Statistical Reports
  • Report of breaks
  • Call detail
  • Calls per hour
  • Calls by agent
  • Standby
  • Login and logout time
  • Successful incoming calls
  • Monitoring of agents
  • Monitoring incoming calls
  • Agent information
  • General report: Agent connection time per day
  • Report of used trunks per hour in the day
  • Real-Time Reports
  • Monitoring of agents
  • Monitoring incoming calls
  • Monitoring campaign
  • Agent number
  • Type of call
  • Answered calls
  • Duration and average
  • Longer call
  • Initial, final date. Total login
  • Incoming and outgoing calls
  • Time in calls, service
  • Status

Functions

  • Automated attendant
  • Predictive Marker, Preview
  • IVR - Interactive Voice Response
  • Automatic call distribution
  • Reports and statistics
  • Support for Blending
  • Recording calls by interface
  • Associate text "scripts" to campaigns
  • Multiple interface languages
  • Support for Do-Not-Call List
  • “Whispering”
  • Silent monitoring
  • Outbound and inbound campaigns
  • Supervision in Real-Time and historical
  • Care groups by campaigns
  • Handling calls in a queue
  • Campaign Forms (Web Wizard)
  • Web administration
  • Agent Console
  • Support for various types of Breaks
  • Call Scoring
  • SMS Outbound Module
  • Call Recording Module
  • Virtual Fax Management Module
  • Integration with Existing Applications
  • Support of ECCP Protocol
  • Chat module, web mode and Smartphone mode
  • Advanced reporting
  • Integration to CRM (Web Services)
  • Integration to databases: Oracle: MSSQL, MySQL, Postgresql

Outbound Campaigns

  • Generate calls from a phone list
  • The calls are assigned to the agents to intercommunicate with the clients
  • Predictive dialer generates calls seeking the highest efficiency
  • The operator receives information from the user and enters it into the database through forms
  • The information can be exported to spreadsheets

Inbound Campaigns

  • Contact Center receives calls and assigns them to agents through queues.
  • You can feed a base of telephone numbers and customers to know who is generating the call and provide better customer service.