Cloud Contact Center Capabilities

MULTI-SKILL ROUTING: Navigates through the callers in queue and efficiently directs them to the agent with the right skill set to help them. The system makes sure that all calls are always routed to the best available agents with highest proficiency.

CALL RECORDING (WITH AGENT NOTES) Your agents and managers can review any call any time to ensure that they are following your company’s quality standards.

LIVE MONITOR, WHISPER, BARGE-IN With Live Monitor, you can monitor live agents and customer interactions. You will be able to see the real-time status of your call center agent, queues, IVRs and more.

AGENT & WEB CHAT Allow your agents and supervisors to communicate with each other without putting callers on hold, resulting in a faster and more efficient call resolution. Plus supervisors will have the ability to broadcast important updates to multiple agents simultaneously.

REAL-TIME STAT DISPLAY & WALLBOARD Monitor status of your queues quickly and efficiently to make sure you are meeting your service level standards. With Wallboards, your team can view the overall performance of the entire contact center and be aware of the service goals.

REAL-TIME GRAPHICAL DASHBOARD Monitor crucial call center metrics and track agent performance in real-time. Now you will valuable insights at your fingertips that will enable you to make decision resulting in improving customer service.

CUSTOM MULTI-LEVEL DISPOSITIONS Get detailed data regarding the customer’s call and track the outcome of the call from start to finish. This powerful feature will enable you to aggregate data into actionable insights.

DETAILED CALL & AGENT STATISTICS Manage and improve agent performance by using real-time performance data. Your call center managers will have all the detailed statistics needed to track agent efficiency as well as queue efficiency

                                                                         

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