{"id":987681,"date":"2025-10-22T10:07:57","date_gmt":"2025-10-22T10:07:57","guid":{"rendered":"https:\/\/mshcreative.online\/fgs-yazilim\/?page_id=987681"},"modified":"2026-03-05T12:58:41","modified_gmt":"2026-03-05T09:58:41","slug":"integrated-call-center","status":"publish","type":"page","link":"https:\/\/www.fgs.com.tr\/en\/urunler\/entegre-cagri-merkezi\/","title":{"rendered":"Integrated Call Center"},"content":{"rendered":"
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Integrated Call Center<\/span><\/h2>

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.<\/span><\/p>

\"\"<\/p>


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

via the data line provided by the telecommunications operator<\/span>, 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.<\/p>

Key Features<\/span><\/h3>

\u2022 Intelligent Queue Management
\u2022 Outbound Call Queue Management
\u2022 Load Distribution
\u2022 Real-Time Monitor \/ Dashboard
\u2022 Agent\/Supervisor Pop-up Screens
\u2022 Skill-Based Routing
\u2022 Historical Reporting
\u2022 IVR Statistics \/ Queue Statistics \/ Agent Statistics
\u2022 Call Statistics: Incoming and Outgoing Call Statistics
\u2022 Agent Performance Statistics
\u2022 Performance Management
\u2022 Archiving
\u2022 Information Displays
\u2022 Integrated ACD \/ IVR
\u2022 CRM Integration
\u2022 Web Service Integrations
\u2022 Speech Engine Integrations
\u2022 Web Chat
\u2022 Teleconference
\u2022 Web Administration Module
\u2022 Flexible Interface
\u2022 Home Agent
\u2022 Multi-Location Management
\u2022 Email Support
\u2022 Skill-Based Guidance
\u2022 Smart Search
\u2022 Telemarketing \/ Campaign Management<\/p>

It supports these features.<\/p>

Data Link Protocols<\/span><\/h3>

Supports standard data connection protocols:
\u2022 IP Socket
\u2022 OLEDB
\u2022 ODBC
\u2022 Pipe
\u2022 RS232
\u2022 FTP
\u2022 XML<\/p>

Agent \/ Supervisor<\/span><\/h3>

\"\"<\/p>

Agent Softphone<\/span><\/h4>

Installed on the computer This is the Call Center \/ Agent Call Reception Screen.<\/span>
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.<\/span><\/p>

They can track the status of their friends who are in the same queue or team.Ready to receive calls \/ On break \/ On call<\/span> 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.<\/span> like).<\/p>

Agent Features<\/span><\/h4>

\u2022 Login \/ Logoff \/ After Call Work \/ Break
\u2022 Security and Encryption
\u2022 Call Waiting
\u2022 Mailbox
\u2022 Internal Medicine, Queue, IVR Transfer
\u2022 Voice Recording
\u2022 Recently Searched
\u2022 Call Back<\/p>

\"\"<\/p>

CRM pages can be triggered and integrated with Caller ID information on the agent screen.<\/span><\/p>

Supervisor<\/span><\/h4>

Installed on the computer This is the Call Center Supervisor screen.<\/span>
In addition to the features on the Agent screen, the Supervisor application also supports the following features:<\/p>

\u2022 Spy:<\/span> During the call, they can listen to the conversation without letting the caller or the agents know.
\u2022 Coach:<\/span> During the meeting, the supervisor can speak to the agent without the customer hearing; they can also provide verbal assistance to the agents.
\u2022 Conference:<\/span> During the meeting, the supervisor can bring the client and the agent into a conference call.
\u2022 Watch:<\/span> The agent can be monitored from their own computer.
\u2022 Messaging:<\/span> You can send text messages to agents' computers individually or in groups.
\u2022 Intervention:<\/span> The supervisor can take over the call that came to the agent.<\/p>\t\t\t\t\t\t\t\t<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t

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\r\n \r\n
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<\/i> Integrated Call Center<\/h1>\r\n

\r\n With the cloud call center, you can offer this service through our cloud-based system without needing to set up a dedicated call center infrastructure. The call center application operates via softphone without requiring any telephone hardware, and customer representatives handle calls from their computers.\r\n\r\n <\/p>\r\n

\r\n The call center application works with a softphone application without requiring any telephone hardware, and customer representatives answer calls from their computers.\r\n <\/p>\r\n

\r\n The PCs on which the call center application will run access the cloud communication system servers via the data line provided by the telecom operator and can receive voice calls and make calls through the application.\r\n <\/p>\r\n <\/div>\r\n

\r\n \"Integrated\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
\r\n
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<\/i> Key Features<\/h2>\r\n
    \r\n
  • <\/i> Smart Queue Management<\/li>\r\n
  • <\/i> Outbound Call Queue Management<\/li>\r\n
  • <\/i> Load Distribution<\/li>\r\n
  • <\/i> Real-Time Monitor \/ Dashboard<\/li>\r\n
  • <\/i> Agent \/ Supervisor Pop-up Screens<\/li>\r\n
  • <\/i> Skill-Based Routing<\/li>\r\n
  • <\/i> Historical Reporting<\/li>\r\n
  • <\/i> IVR \/ Queue \/ Agent Statistics<\/li>\r\n
  • <\/i> Call Statistics: Incoming\u2013Outgoing Call Statistics<\/li>\r\n
  • <\/i> Agent Performance Statistics<\/li>\r\n
  • <\/i> Performance Management<\/li>\r\n
  • <\/i> Archiving<\/li>\r\n
  • <\/i> Information Screens<\/li>\r\n
  • <\/i> Integrated ACD\/IVR<\/li>\r\n
  • <\/i> CRM Integration<\/li>\r\n
  • <\/i> Web Service Integrations<\/li>\r\n
  • <\/i> Speech Engine Integrations<\/li>\r\n
  • <\/i> Web Chat<\/li>\r\n
  • <\/i> Teleconference<\/li>\r\n
  • <\/i> Web Management Module<\/li>\r\n
  • <\/i> Flexible Interface<\/li>\r\n
  • <\/i> Home Agent<\/li>\r\n
  • <\/i> Multi-Location Management<\/li>\r\n
  • <\/i> Email Support<\/li>\r\n
  • <\/i> Talent-Based Placement<\/li>\r\n
  • <\/i> Smart Search<\/li>\r\n
  • <\/i> Telemarketing \/ Campaign Management<\/li>\r\n <\/ul>\r\n <\/div>\r\n
    \r\n \"Call\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
    \r\n
    \r\n
    \r\n

    <\/i> Data Link Protocols<\/h2>\r\n

    Supports standard data connection protocols:<\/p>\r\n

      \r\n
    • <\/i> IP Socket<\/li>\r\n
    • <\/i> OLEDB<\/li>\r\n
    • <\/i> ODBC<\/li>\r\n
    • <\/i> Pipe<\/li>\r\n
    • <\/i> RS232<\/li>\r\n
    • <\/i> FTP<\/li>\r\n
    • <\/i> XML<\/li>\r\n <\/ul>\r\n <\/div>\r\n
      \r\n \"Protocols\"\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
      \r\n
      \r\n
      \r\n

      <\/i> Agent \/ Supervisor<\/h2>\r\n

      <\/i> Agent Softphone<\/h3>\r\n

      \r\n This is the Call Center\/Agent Call Handling Screen installed on the computer.\n Call center agents receive calls from call queues or make calls through this application and manage call traffic from this screen.\n Agents must log in to the application to receive or make calls.\r\n <\/p>\r\n

      \r\n They can monitor the status of their colleagues in the same queue or team (Ready to receive a call \/ On break \/ In a call, etc.).\n They can monitor the status of the call queues they are connected to (Number of people waiting in the queue, number of people connecting to an agent, number of people in a call, etc.).\r\n <\/p>\r\n

      Agent Features<\/h4>\r\n
        \r\n
      • <\/i> Login \/ Logoff \/ After Call Work \/ Break<\/li>\r\n
      • <\/i> Security and Encryption<\/li>\r\n
      • <\/i> Call Waiting<\/li>\r\n
      • <\/i> Mailbox<\/li>\r\n
      • <\/i> Internal Medicine, Queue, Transfer to IVR<\/li>\r\n
      • <\/i> Voice Recording<\/li>\r\n
      • <\/i> Recently Searched<\/li>\r\n
      • <\/i> Call Back<\/li>\r\n <\/ul>\r\n

        \r\n CRM pages can be triggered and integrated with Caller ID information on the agent screen.\r\n <\/p>\r\n\r\n

        <\/i> Supervisor<\/h3>\r\n

        \r\n This is the Call Center Supervisor Screen installed on the computer.\nIn addition to the features on the Agent screen, the Supervisor application also supports the following features:\r\n <\/p>\r\n

          \r\n
        • <\/i> Spy: Can listen to the conversation without the caller or agents knowing during the call.<\/li>\r\n
        • <\/i> Coach: During the call, the supervisor agent can speak without the customer hearing; they can assist agents verbally.<\/li>\r\n
        • <\/i> Conference: The supervisor can bring the customer and agent into a conference call with them.<\/li>\r\n
        • <\/i> Watch: You can watch the Agent's screen from your own computer.<\/li>\r\n
        • <\/i> Messaging: You can send written messages to agents' computers individually or as a group.<\/li>\r\n
        • <\/i> Intervention: The supervisor can take over the call coming to the agent.<\/li>\r\n <\/ul>\r\n <\/div>\r\n
          \r\n \"Agent\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\r\n\r\n