Home | Contact Center Software – In The Cloud – Affordable – Ten Minute Setup
Home | Contact Center Software – In The Cloud – Affordable – Ten Minute Setup
Full List of Features & Benefits Cloud Contact Center Software
The following are the enterprise-grade call center features of Call Center Studio and how they will benefit you once you start using the world’s first Google powered call center software.
Organized into categories so you’ll find what you need!
Routes to the best fit agent in your call center based on their skills so your customer gets the best support available.
Voicemail Routing
Allows customers to leave voicemails when necessary. These recordings can be shared with third party integrations to generate tickets or notes.
Priority Routing
Enables easy-to-use queue management so callers are not stuck on the queues for a long period of time.
Time-Of-Day and Geo-Routing
Enables leveling agents for specific queues within your call center so you do not make your customers wait due to unavailability.
Bullseye Routing
Customers who have left their phone numbers on your website are directed to agents to enable them to respond to all customers on the same platform.
Web Callback
Customers who have left their phone numbers on your website are directed to agents to enable them to respond to all customers on the same platform.
Queue Callbacks
Gives the caller who has waited in the queue the option to get a callback after a specific time₺ instead of continuing to wait in the queue.
Context for Call & Customer Journey
Informs your call center agent about the context and previous touchpoints of a call.
In-Queue Call Flow
Enables changing in-queue properties of a call flow, such as the hold music and announcements to give your customers a customized experience.
IVR
Interactive Chat Response (ICR)
Configurable ICR trees allows for the customers to self select their queues and other tasks without the help of an agent through the use of their keyboards on WhatsApp or chat.
Enables defining the greeting, prompts, menus, and self-service inputs presented to customers who contact your business by phone.
Text-to-Speech
Enables converting text into vocal speech so you can personalize your voicemails or create IVR prompts without any recording needed.
ASR Languages
Allows your customers to speak their responses and navigation. Includes built-in Google Speech’s speech-to-text and text-to-speech on all languages supported by Google.
Dependency Tracking
Allows elements dependent on each other in a configuration to be seen when making changes to prevent making crucial errors.
Inbound & Outbound Call Flow
Both inbound call flows and outbound campaign and dialing flows can be customized via a drop-down menu.
CRM Lookup
Informs the agent about the context and previous touchpoints of a call.
Contact Center Infrastructure
Long-Term Cloud Storage
All of your data is stored on the Cloud so you do not have to pay for hardware and its maintenance.
100% on Cloud
Our platform is 100% on the Cloud, no setup, download or installation needed, allowing for the quickest deployment time, at ~10 minutes, in the sector.
HTML 5 Platform
Our call center software operating on HTML 5 platform allows for easy access whether on desktop or mobile.
CTI
Computer Telephony Integration (CTI) allows agents to make their calls without needing any physical telephone setup, using only the browser on their computers.
Secure FTP
Provides the option to secure FTP for any file transfer operation to or from the software, securing your and your customers’ information.
Secure RTP
Secure real-time transport protocol provides strong encryption for your agents’ VoIP communications.
PSTN
Uses any direct dial number and phone to establish a connection and deliver calls to your agents.
Geo-Redundancy
Designed to mitigate major service disruptions by allowing access to data-centers in separate geographic locations.
Media Gateway Option
A network device that enables an inexpensive VoIP connection to
your agents’ desk phones and provides a higher level of security because it can be located outside of the firewall.
Reporting
Contact Center Dashboard
Allows supervisors to oversee on all-in-one dashboard so they can manage their team effectively.
Performance Views
Real-time and historical Key Performance Indicators allows supervisors to track the call center’s efficiency, queue and agent performance as well as other metrics.
Real-Time Reports
Other than historical reports, supervisors can also see real-time data so they can take immediate action if needed.
Scheduled Reports
Enables scheduling periodic reports so that the reports can be ready when you need them.
Wrap-up Codes Reports
Displays the wrap-up codes that agents used for interactions in one or more queues during a specific date and time range.
Canned Reports
Provides access to a limited set of reports without the ability to create, modify, “save as” or schedule reports.
Multichannel Reports
Gives access to a multitude of report types for channels other than voice, such as webchat, Whatsapp etc.
Historical Reports
Allows access to all previous reports for comparisons and to measure progress.
Interaction Details Reports
Allows access to the details of an interaction if needed.
Agent Availability Reports
Measures agent availability whether real-time or historical
Outbound Reports
Generates reports concerning outbound campaigns and dials.
Custom Reports
Allows for further customization of reporting criteria. Even more advanced reports can be built-in Data Studio through native integration.
Recording
Interaction Recording
Records the details of an interaction between the customer and the agent.
Call Recording
Records all of your calls for training and security purposes to ensure maximum level of customer satisfaction.
SMS Recording
Systems supports and records outbound SMS to inform the caller about call details, tickets created and other requested information.
Web Chat Recording
Enables recording web chats so you can manage customer experience.
Double Channel Recording
Records the caller and the agent on separate channels to facilitate speech analytics.
Audit Trail
Enables recording security-relevant sequence of activities so you can keep everything under control.
Permission-Based Playback
Enables managing privacy rules for listening call records so you can set rules according to your company’s hierarchy.
Secure Pause
Masks the confidential calling information from the agent to maintain security.
Scripting
Chat Scripts
Enables pre-set messages to handle certain interactions so you can relieve your agent’s workload.
Script Templates
Provides you with script templates to help you build new ones.
Inbound & Outbound Call Support
Helps and guides the agent communicating with the customer to increase customer satisfaction and standardize interactions.
Outbound Dialing
Number Masking
Anonymizes voice calls and protects you and your customers, keeping personal numbers safe.
Enables conducting agentless outbound campaigns to free your agents’ time for focusing on other work
Answering Machine Detection
Detects answering machine on the other side when making outbound calls, increasing your campaign efficiency.
Scheduled Callback
Allows the agent to setup an automatic call-back.
Multiple Dialing Modes
Dial multiple numbers per agent according to the pick-up rate, or reduce abandonment by dialing one contact for each available agent. Many dialing modes help you pick the one most suitable for your operations.
Inbound/Outbound Blending
Agents can participate in both inbound and outbound calls on one screen so they do not have to change tabs or systems. Encourages agents to make outbound calls when inbound calls are slow.
Wrap-up Codes
Agents can choose one of the wrap-up codes after a call is concluded allowing for standardized reporting and analytics, also freeing up valuable time of the agents.
Outbound Campaigns
SMS Outbound
Systems supports outbound SMS to inform the caller about call details, tickets created and other requested information.
Contact List Management
Allows users with the proper authorization to view and edit contact lists.
Call List Filtering
Filters the call list based on any contact field.
Pacing Control and Overrides
Further customize dialer pacing to make them better fit for your campaign requirements.
Dynamic Do Not Call Lists
Import in-house “Do Not Call Lists” and capture real- time DNC list requests from your contacts after any phone call—inbound or outbound.
Abandon Rate Configuration
Allows defining what an abandoned call is, and enables adjusting the pace of outbound dialing, helping you to maintain compliance with different regulations if needed.
Automatic Voicemail Laydown
Automatically leave a pre-recorded voicemail when an answering machine is detected, freeing up your agents’ time and relieving them from this mundane task.
Operations Management
Screen Pop-up
Our telephony system integrates with third party software so that a small screen pop-up appears enabling agents to make and receive calls without having to leave their CRMs.
Remote Agents
Call Center Studio’s Cloud configuration allows agents to work on the field, from home, or anywhere you want as it only requires a Chrome browser and a headset.
User Profiles
Custom user profiles enable administrators to assign authorization to users to allow for access to different screens and functions according to the agent’s role in the company.
Agent & Skill Groups
Allows deeper grouping within your workforce based on common skills, relationships, locations, or other data contained, facilitating management and organization.
Workflow Rules
Defines conditional rules that execute inbound and outbound actions when events are triggered, such as stopping or starting a campaign on a specific date.
Agent to Agent Calling
Enables agents to call each other within the interface for making warm transfers, and facilitates cooperation
Internal Messaging
Enables agents to message each other and their supervisors for asking help, increasing the efficiency of the organization.
Role Based Interface
Allows for easier organization of permissions and access for different levels of authorization.
Monitoring
Agent Performance Scores
Real-time and historical Key Performance Indicators allows supervisors to track the call center’s efficiency, queue and agent performance as well as other metrics.
Agent Status
Easily monitor and report the times your agents spend in different status codes, helping you track your efficiency.
Real Time Monitoring
Enables real-time quality monitoring and recording so you do not miss any important information.
Post-Call Surveys
Send surveys to your customers over IVR to get instant feedback about their interaction.
Web Surveys
Send links to web surveys via SMS for detailed feedback to your organization’s customer service.
Call Monitoring
Listen to live calls in your call center as they occur to ensure high quality experience for your customers.
Call Control
Call Blocking / Blacklisting
Block numbers from reaching your contact center to prevent spam and harassment and increase the quality of life for employees in your operation.
Forward to External Phone
Forward incoming calls to phones external to your organization if needed to facilitate agent communication e.g. when they are on-field.
Agent Call Control
Allows agent to be in control of the call and decide whether to make a warm or cold transfer, setup a callback, park the call etc.
Agent Presence
Provides agents with real-time information to determine the availability of other agents for call transfer so as to facilitate one-call resolution and increase customer satisfaction.
Agent Assistance
Transfer to Agent/Skill Group
Allows agent to transfer a call to an Agent or Skill group rather than an individual to ensure the call is forwarded to the most suitable agent.
SuperUser
Allows defining a “SuperUser” who is able to see more deeply into interaction records and history where “normal” users cannot due to various reasons.
Status Reserving
Allows agents to “reserve” a status during a call to auto-switch their status after the call ends so that they don’t get any calls interfering their break or other arrangements.
Omnichannel Administration
Integrates SMS, Facebook Messenger, WhatAapp, chat and voice channels so agents and supervisors can manage all incoming requests under one platform to maximize customer experience.
Whisper
Enables supervisors to whisper to their agents during calls or chat interactions without customer hearing so that agents can be assisted if required.
Barge-in
Enables supervisors to take over the interaction entirely if needed, leading to higher customer satisfaction and increased one-call resolution rates.
Post-Sales Support
Support Portal / Forum
You can access the resources on the support portal for self-service problem solving and issue troubleshooting.
Accessible 7/24/365 HelpDesk
You can access our helpdesk for any problem over multiple channels including phone, chat, e-mail and even WhatsApp, anytime you need us!
Remote Access
Our HelpDesk team can remotely access your computer to fully take the problem in their hands.
Threat Severity Levels
Different threat levels and escalation management help get your issue fixed rapidly by organizing the problems into different priority levels.
Social Media Integration
Whatsapp
With our built-in WhatAapp integration, you can utilize WhatsApp Business for your contact center. Your agents can handle whatsApp interactions on the same interface.
Facebook Messenger
Thanks to our integration with Facebook, inquiries coming the most popular social media platform can be delivered to your Agents’ screen, where they can help your customers.
Telegram
With our Telegram integration, you can reply to messages sent to your Telegram account from a single platform. You can stay in touch with your customers who use Telegram frequently.
Instagram
Instagram Messenger integration enables you can manage your customer DM’s on a single screen. You can serve your customers 24/7 on the most used communication channels.
Google Business Messages
Easily manage incoming messages through Google Business, one of the most used platforms in the world. Manage your entire customer communication on a single screen.
Viber
Thanks to our Viber integration, you can respond to your customers’ requests in the fastest way possible. Manage the messages of your customers who use Viber on a single screen.
Included Setup Support
Creation of IVR Trees
Welcoming your customers calling your call center, IVR flows offer directions about the action you want to take with announcements. With your customized IVR trees, you can ensure that calls are transferred to the right agent or team, menu, department or application by dialing.
Building Scripts
When your customers call you, you can direct them to the relevant topics and tell them to dial or not. They can also easily reach the right team who they would like to consult. You can easily build scripts for your needs.
Creation of Campaigns
You can customize the search rules for the lists you create with CCS. You can determine how many times and at what intervals the unreachable numbers will be called again during the day, so you can organize the calls according to your targets.
Creation of Queues
CCS allows you to create call queues which direct inbound callers into a virtual line based on pre-established criteria, placing them on hold until the ideal agent to assist them becomes available. With IVR technology, you can use the waiting time in the most effective way.
Providing on-Demand Reports
With our advanced reporting features, you can create reports customized to your needs by filtering them according to the parameters you want. You can improve your analysis processes with various reporting integrations according to your business needs.
Defining Agents & Users
You can instantly view the status of all agents and also access the details such as service level, interval table, missed and waiting calls. According to the hourly interval table, you can view the peak hours of your operation and breaks and training.
Routing Adjustments
You can modify the call route rules, change the skills-based routing criteria and adjust the priority levels of certain types of calls. You can optimize the allocation of resources, improve the efficiency of call handling, and enhance the overall customer experience.
Inbound & Outbound Call Flows
Thanks to our technology, both inbound and outbound call flows can be optimized by using various call routing strategies, scripting techniques, and quality assurance measures to improve customer satisfaction and achieve your business objectives.
