CALL CENTER
Call center
Skills-based routing, IVR, auto / predictive dialler, call recording and real-time wallboards.
Get in touch
- ACD
- IVR
- Dialer
- Recording
Challenges
Common problems
Long waiting times
Calls do not reach the agent with the right skills.
Supervisors cannot see live status
Problems surface only in the end-of-day report.
Quality checks cover few calls
Only a small sample of recordings is ever reviewed.
How it works
How a call is handled
- 1IVR identifies the need
- 2ACD picks an agent by skill
- 3Customer record pops on screen
- 4Recording and wrap-up code
- 5Reports and wallboards
Features
Features
- Skills- and priority-based ACD
- IVR designed in the browser
- Auto, preview and predictive dialling
- Stereo call recordingCaller and agent on separate channels for accurate transcription
- Wallboards and SLA alerts
- Listen, whisper and barge for supervisors
Frequently asked questions
Can agents work from home?
Yes, with the browser or mobile softphone, encrypted end to end.
Does it integrate with our CRM?
Yes, through the REST API and webhooks, to open the customer record and write call results back.
Want to talk it through with our engineers?
Tell us about your requirements and current systems. We reply within one business day.