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!

Automatic Calling Center Call Distribution – ACD

Skills-Based Routing

Routes to the best fit agent in your calling center based on their skills so your customer gets the best support available.

Voicemail Routing

Allows customers to leave voicemails when necessary. Those 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 calling 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 waited in the queue more than a certain time the option to get a callback instead of waiting in the queue.

Context for Call & Customer Journey

Informs your calling 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, announcements to give your customers a customized experience.

Interactive Voice Response – IVR For Your Calling Center

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.

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.

Calling Center Infrastructure

Long-Term Cloud Storage

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.

Calling Center 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 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.

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 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 your agent communicating the customer to increase customer satisfaction and standardise the interaction.

Calling Center – Outbound Dialing

Number Masking

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.

Calling Center – 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.

Calling Center 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 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.

Quality Management & 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 calling center as they occur to ensure high quality experience for your customers.

Calling Center – Call Control

Call Blocking / Blacklisting

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.

Calling Center Agent Assistance Tools

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, 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.

Customer Care & 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 With Your Calling Center

Whatsapp

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.

Included Setup Support For Your Calling Center

Creation of IVR Trees

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Building Scripts

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Creation of Campaigns

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Creation of Queues

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Providing on-Demand Reports

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Defining Agents & Users

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Routing Adjustments

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

Inbound & Outbound Call Flows

Wonder what your customers are saying? Use AI to scan agents conversations with customers and detect certain words.

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