Call Centre
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.

Features Include:

  • Progressive Dialler:
    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.
  • Real-time Wallboards:
    Software-driven call centre wallboards with information updated and displayed for agents on flat panel.
  • Auto Dialler:
    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.
  • Call Recording:
    • Compliant and 256bit encrypted call recording – 5 years storage
    • Online call recording interface – search, stream and download functionality
      (All Hosted PBX functionality is included)

Web Interface
Driven

Interfaces:

  • Agent interface
  • Team Leader interface
  • Supervisor interface
  • Recording interface
  • Wallboard interface
  • Reporting interface
  • TMS interface
  • Admin interface

QA and Scoring

  • Scoring management
  • Performance management
  • KPI management
  • 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.

Advanced Reporting

  • Real time and historical reporting:
    • Calls overview
    • Service levels
    • Top destinations
      • Volume
      • Dispositions
  • Routing
    • Queue status
    • Queue history
    • Queue efficiency
    • IVR
    • Inbound

Additional Features

  • Advanced IVR features
  • ACD queues
  • Orderly queue handling
  • Periodic announcements
  • Wrap up disposition management
  • Attendance summary
  • Pause summary

Campaigns

  • Campaign summary
  • List summary
  • Agent summary