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Call Center Module is at the End of live
Limited support for versions that include the Call Center Community Module
Call Center Community Module Accelerates growth in productivity and improve the Customer Experience
CC Matrix Integration Now available!
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.
Call Center Module is at the End of live
Limited support for versions that include the Call Center Community Module
CC Matrix Integration available!
Your Cloud Call Center
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USA: +1 954 800 7616 - contacto@issabel.com
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