Full List Of Features & Benefits Cloud Calling Center Software
Following are the enterprise-grade calling 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!
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.
IVR Script Designer
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.
All of your data are 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 calling 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.
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 you will have the reports 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 to allow comparisons and 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.
Anonymizes voice calls and protects you and your customers, keeping personal numbers safe.
Agentless / Auto Messaging
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 standardised reporting and analytics, also freeing up valuable time of the agents.
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.
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 facilitate 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.
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 calling center as they occur to ensure high quality experience for your customers.
Block numbers from reaching your contact center to prevent spam and harassment and increase the quality of life 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.
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, Whatsapp, 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 their agents during calls or chat interactions without customer hearing so your 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.
With our built-in Whatsapp 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.
