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).
Easily manage contact lists, create groups and monitor targets.
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.
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.
You can use the interface to manage incoming and outgoing calls and breaks while keeping an ongoing record of statistics.
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.
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 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.
You can customise the interface (file management, operator allocation, call routing, call management) to make the most effective use of your call center.
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.
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.
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.
How calls are recorded can be configured so that it is random and only happens a limited number of times per month.
Supervisors can listen in on calls operators take without anybody being aware of this. This enables you to monitor call quality.
Put call routing in place to manage the entire call center at each stage of the process.
Configure trunks (capacity, numbers…) and display numbers