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Full List of Features & Benefits Cloud Call 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.
Interactive Voice Response – IVR For Your Call 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.
Call 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.
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.
Call 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 standardized reporting and analytics, also freeing up valuable time of the agents.
Call 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.
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.
