Voice Management features

A range of upgradable, integrated features which enable you to make immediate use of the product.

Axialys helps customer services professionals to get the most out of their call center.

Incoming calls

Incoming calls

The advanced, intuitive IVS makes it easy to access customers’ details before further interaction. Manage incoming calls seamlessly and direct them towards the best contact. Create queues with DDI (Direct Dial In).

Campaigns

Campaigns

Easily manage contact lists, create groups and monitor targets.

Statistics reports

Statistics reports

Access all of your operations related data in one place including the number of calls (taken, lost, etc), the time frames involved (waiting times, connections, etc), where the calls came from, operator activity, etc.

Monitoring

Monitoring

Monitor call center activity with the interface control panel. This enables you to put alarms in place so the number of operators can be set on a live basis according to variations in the number of calls.

Operator

Operator

You can use the interface to manage incoming and outgoing calls and breaks while keeping an ongoing record of statistics.

CTI

CTI

Connect your telephone system with existing applications. When a call comes in your contact’s data will automatically display. You can also make a call directly from the contact’s file.

SVI

IVS

Make the most efficient use of your teams’ time and manage incoming calls by directing callers to the correct service automatically. With IVS, 100% of calls are taken. This customised welcome creates a professional approach.

ACD

ACD

ACD or Automatic Call Distribution is used to direct incoming calls towards the most appropriate service and agent. This tool uses automated rules to establish the best contact according to customers’ needs. It enables call centers to run more efficiently.

Customisation

Customisation

You can customise the interface (file management, operator allocation, call routing, call management) to make the most effective use of your call center.

Integration

Integration

Complete this package by integrating business tools (CRM, ERP) so that you can set up a ticketing system. This will provide a 360° view of the call center and increase customer satisfaction.

E-mail reports

E-mail reports

You can receive any statistics you wish on a daily/weekly/monthly basis. As a result you don’t necessarily have to login to the interface.

Set up alerts

Set up alerts

Never miss an opportunity to improve customer experience. Receive e-mails or notifications alerting you when the amount of callers is exceeding the number of operators online.

Recording calls

Recording calls

How calls are recorded can be configured so that it is random and only happens a limited number of times per month.

Discreetly listen in on calls

Discreetly listen in on calls

Supervisors can listen in on calls operators take without anybody being aware of this. This enables you to monitor call quality.

Call routing

Call routing

Put call routing in place to manage the entire call center at each stage of the process.

Voice products

Voice products

Configure trunks (capacity, numbers…) and display numbers

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