packages
Call analytics
Call center incoming, outgoing, missed, disconnected on hold, disconnected in the interactive voice menu, recurring, SLA, statistics of incoming calls, working and non-working calls, data search, filtering, export, numerical, percentage and graph data, incoming in the interactive menu Call forwarding statistics. Incoming, answered, unanswered calls per hour. Quantitative volume of unanswered calls (hourly and total), counting the number of repeated calls (number of redial attempts), status change to completed call in case of feedback.
operator table
On the current working day according to operators: login, logout activity, number of incoming, missed calls. Hold time (min, avg, max), Talk time (min, avg, max), Ready time (min, avg, max) Not ready time (min, avg, max) Outgoing calls, Outgoing call time (min, avg, max ) , received and answered calls in operators' slots. Perceptibility % (min, avg, max) call duration (min.avg.max), busy and free statuses by operators. In the program Log in, Log Out operators, a report on the used statuses, the sequence of changes of statuses and the delay times on concrete statuses.
Advanced operator panel + CRM
The number of calls received, answered, made, missed by the operator during the day, callback functionality for missed calls if necessary.
Ability to search for a specific addressee, view call duration
How to use statuses: active; a break callback mode
Contact creation functionality for incoming/outgoing calls with the following information:
• Date (when the phone call came in/out)
• name surname
• Phone number (filled automatically)
• Drop-down menu, check the pre-written case
• Content
• Characterization, comment field
• SMS template and e-mail on the contact. send mail
• Ability to search contacts received by the operator during the day
Report by content, products, promotions, sent email and SMS.
Operator statistics
Incoming, Outgoing, Missed, Disconnected, Missed Calls, Full/Average/Maximum Call Duration, Call Termination Initiator (Operator/Subscriber), SLA, Statistics both numerically and graphically, Subscriber Number, Search, Listen and Download Recorded Calls , data filtering: by direction (incoming/outgoing), by status (answered/no answer), call duration, waiting time and phone number, data export.
Interactive Voice Menu (IVR)
Interactive voice menu, possibility of multi-level hierarchy, received call processing with predefined logic (prioritization of incoming call in the system or blocking), possibility of greeting and placement of advertisement on incoming calls.
Search for voice recordings
ჩანაწერების ძებნა (შემომავალი / გამავალი) - სისტემაში შემომავალი და გამავალი ზარების ძებნის საშუალება : ფილტრაცია, ოპერატორის ნომრის, აბონენტის ნომრის და დროის მიხედვით. მოსმენა, ჩამოტვირთვის შესაძლებლობა
Phone Functions
Mute, Hold, Transfer, possibility to change the operator.
Order system
Call distribution in queues
Call recording
Ability to record incoming, outgoing, transferred calls
Barge In / Listen In / Whisper
რეალურ დროში ოპერატორების მოსმენა / კარნახი
Real-time queue statistics
Real-time display of waiting subscribers
Real-time queue monitoring
Real-time reflection of outgoing / incoming calls in the system
Bind to LDAP
Internal company telephone directory
Operator status management with Supervisor
Supervisor's ability to change agents' statuses, from active to passive or vice versa
Volbord
Incoming / outgoing, calls missed / received by operators, SLA real-time reflection, current statuses of operators (talking, busy)
Feedback
Ability to automatically or manually redial missed calls
CRM report
Ability to report CRM input information
Automatic dialing (with database)
Automatic callback service by receiving information from the database
Automatic redial (voice)
Automatic call service with voice message to specified numbers
Automated Callback IVR (with database)
Automatic callback service with interactive menu suggestion functionality
Black/VIP user list
Blocking incoming numbers according to the black list / - prioritizing calls according to the list of VIP users
Working/non-working time
Determination of working/non-working hours
Quick response base
Easy to find answers to possible questions asked by the client
Outgoing Call (Voice Prompt)
Ability to place an audio file on an outgoing call
Audio recording deletion policy
Deleting voice audio recordings after a certain time
Easy to call (Click to Call)
Ability to call a phone number by clicking the mouse
Call recording/listening logging
Logging of the audio file transferred/listened to from the telephone platform interface in the initiator's system
knowledge base
A pre-compiled knowledge base for the operator to help quickly find received/made calls
Forwarding to mobile number
Forwarding of phone calls to a mobile number
Skill Based Routing
According to the competence of the operators, distribution in the appropriate ranks
Feedback management
Callback management functionality
Send you internal news
სიახლეების პორტალი
Request feedback
Ability to request a callback
User rating
Operator call evaluation
Callback management functionality
Evaluation of the operator by the user on the completed call