Take your call centre beyond a phone system. With our data-driven capabilities and fully integrated platforms, you enjoy access to features and technology that can turn your call centre into an intelligent, software-defined information hub.
Progressive dialling is an automated dialling technique that presents contact information to the call centre agent prior to dialling the phone number. The agent is given a specific amount of time to perform this review prior to the dialler automatically placing the call.
Software-driven call centre wallboards with information updated and displayed for agents on flat panel.
Mass voice broadcasting with two way call centre interaction.
Business Intelligence Portal:
Online portal containing reporting and analytics.
Service Level Threshold Management
CRM and ERP Integration: Development and integration into existing platforms.
Click to Dial Functionality:
Number populated to create click and dial functionality.
Custom API Integration for Third Party Application
Inbound Overflow Management:
Management and escalation of call wait time.
Compliant and 256bit encrypted call recording – 5 years storage
Online call recording interface – search, stream and download functionality (All Hosted PBX functionality is included)
Team Leader interface
QA and Scoring
On the job training
Create tests per agent, per campaign
Pickup group. Pickup any call which is part of a group
Spy groups. Allows you to listen, whisper or barge if you are a member of a specific group and have access rights.