Integrated Call Center

With a cloud call center, there is no need to set up a dedicated call center infrastructure. This service is provided via a cloud system.

Call center applications don't require any telephone hardware. Soft Phone application It works with computers, and customer representatives answer calls from their devices.

via the data line provided by the telecommunications operator, The PCs on which the call center application will run access cloud communication system servers and can receive and make voice calls through the application.

Key Features

• Intelligent Queue Management
• Outbound Call Queue Management
• Load Distribution
• Real-Time Monitor / Dashboard
• Agent/Supervisor Pop-up Screens
• Skill-Based Routing
• Historical Reporting
• IVR Statistics / Queue Statistics / Agent Statistics
• Call Statistics: Incoming and Outgoing Call Statistics
• Agent Performance Statistics
• Performance Management
• Archiving
• Information Displays
• Integrated ACD / IVR
• CRM Integration
• Web Service Integrations
• Speech Engine Integrations
• Web Chat
• Teleconference
• Web Administration Module
• Flexible Interface
• Home Agent
• Multi-Location Management
• Email Support
• Skill-Based Guidance
• Smart Search
• Telemarketing / Campaign Management

It supports these features.

Data Link Protocols

Supports standard data connection protocols:
• IP Socket
• OLEDB
• ODBC
• Pipe
• RS232
• FTP
• XML

Agent / Supervisor

Agent Softphone

Installed on the computer This is the Call Center / Agent Call Reception Screen.
Call center agents receive or make calls from call queues through this application and manage call traffic from this screen.
For an agent to receive or make calls, they need to apply to the application. You need to log in.

They can track the status of their friends who are in the same queue or team.Ready to receive calls / On break / On call etc.).
It can monitor the status of the call queues it is connected to.Number of people waiting in line, number of people currently being connected to a representative, number of people in the conversation. like).

Agent Features

• Login / Logoff / After Call Work / Break
• Security and Encryption
• Call Waiting
• Mailbox
• Internal Medicine, Queue, IVR Transfer
• Voice Recording
• Recently Searched
• Call Back

CRM pages can be triggered and integrated with Caller ID information on the agent screen.

Supervisor

Installed on the computer This is the Call Center Supervisor screen.
In addition to the features on the Agent screen, the Supervisor application also supports the following features:

• Spy: During the call, they can listen to the conversation without letting the caller or the agents know.
• Coach: During the meeting, the supervisor can speak to the agent without the customer hearing; they can also provide verbal assistance to the agents.
• Conference: During the meeting, the supervisor can bring the client and the agent into a conference call.
• Watch: The agent can be monitored from their own computer.
• Messaging: You can send text messages to agents' computers individually or in groups.
• Intervention: The supervisor can take over the call that came to the agent.