Allows supervisors to oversee on all-in-one dashboard so they can manage their team effectively.
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.
Other than historical reports, supervisors can also see real-time data so they can take immediate action if needed.
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.
Provides access to a limited set of reports without the ability to create, modify, “save as” or schedule reports.
Gives access to a multitude of report types for channels other than voice, such as webchat, Whatsapp etc.
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
Generates reports concerning outbound campaigns and dials.
Allows for further customization of reporting criteria. Even more advanced reports can be built-in Data Studio through native integration.
Records the details of an interaction between the customer and the agent.
Records all of your calls for training and security purposes to ensure maximum level of customer satisfaction.
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.
Enables recording security-relevant sequence of activities so you can keep everything under control.
Enables managing privacy rules for listening call records so you can set rules according to your company’s hierarchy.
Masks the confidential calling information from the agent to maintain security.
Enables pre-set messages to handle certain interactions so you can relieve your agent’s workload.
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.
Call Center – Outbound Dialing
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.
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.
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.
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.
Call Center – Outbound Campaigns
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.