Customer profile screen pops-up for incoming calls based on Caller ID identification providing your customer support agent with all the information needed to address and resolve the issue fast – from customer details to communication history.
Digital call recording and rich call detailed record (CDR) for every call, maintained and stored right in the customer profile for easy future access is a dream come true for every customer service representative and Call Center Manager.
Automatic Call Distribution
Sophisticated ACD rules ensure calls are routed to right call center agent while at the same time call volumes are distributed among agents in a fair way. Manage your call distribution rules settings in terms of dialed phone number, IVR menu selection, priorities etc.
Monitoring & Reporting
Real-Time Monitoring and Call Center Statistics help managers improve productivity and meet service level agreements (SLA). With personalized Monitoring Dashboards track agents’ performance and address issues on time.