Call Center Solution

Our Solution is designed to make inbound and outbound calling campaings, allowing the interaction between agents and telephony subscribers.

It includes a predictive dialer that handles the automatic call of “objective” numbers. It also includes three major components:

A web based agent console
A call management interface
Propietary open source protocol for communications (ECCP).

 


Features

  • Web Administration
  • Do-Not-Call List Support
  • Support for breaks generation and configuration
  • Support for integration of external application (CRM, forms) during campaigns
  • Support for forms design
  • Support for generation of scripts by campaign and by queues
  • Storage of attention script
  • Support for retries in outgoing campaigns
  • Support for reports exporting to spreadsheets, PDF, and CSV
  • Web-based agent console
  • Support for call transfer from console
  • Ability to place a call on hold
  • Support for ingoing and outgoing campaigns
  • Support for call schedule in outgoing campaigns
  • Support for call schedule assigned to the same agent
  • Support for call back login
  • Execution of multiple simultaneous campaigns
  • Monitoring of agent assigned to a call
  • Support for call recording by queues
  • Predictive dialing
  • Support for configuration of short call threshold
  • Maximum wait configuration of a dialed call
  • Support for activation/deactivation of prediction
  • Automatic calling from a list of numbers
  • Asynchronous events assignment

Reports

  • Call’s detail
  • Calls per hour
  • Calls per agent
  • Wait time
  • Login Logout
  • Ingoing successful calls
  • Calls per hour graph
  • Agent’s information
  • Trunks used per hour
  • Agents monitoring
  • Ingoing calls monitoring
  • Campaign monitoring