Contact Center Inbound
Contact Center Application is an easy-to-use solution for managing incoming calls. The features of the application include:
- Call groups and agents’ statuses
- Call group recordings (welcome messages, waiting music etc.)
- Interactive voice response (IVR)
- Call monitoring
- Callbacks and call history
- Routing and forwarding the calls
- Admin functions for managing the call groups.
Monitoring the Incoming Calls
Take advantage of the CRM data. Contact Center Application identifies the caller by the phone number saved in the CRM and shows their information to the agent. The call history of an identified caller is also updated in the CRM right away.
After answering the call, the agent can automatically record the whole conversation or clip it to smaller pieces while talking.
All the features you need for advanced call management. Forward the caller immediately to the right skilled person for example based on the language, field or industry (invoicing, technical support etc...).
With caller groups, business hours and holiday configurations you will never miss a call and your customer satisfaction increases.
Settings for Admins
With the easy graphical setting panel, the admin user can make the changes for all needed fields.
• Call group business hours
• Call group names
• Agents in call groups
• Agent’s status options
• Call categories
• Managing the call results
• Setting the call sequence for each call group
A fully featured solution for contacting customers by phone, which is easy to introduce and apply for daily use. The focus of the portal is to meet the daily needs of the agents in their tasks and enable them to keep track of their progress in co-operation with other agents.