Call management

deliver excellent customer service

Enhance your internal and external business communications in one single integrated phone system, to present a single unified approach to your customer base.

 

A built-in call management system to boost your business

Experience best in class automatic routing, to the minute analytic reports alongside effective agent tools to impress your customer, empower your employees and elevate your business.

  • Monitor and analyse to the minute call metrics and key performance indicators from a central wallboard. All data are auto calculated in real-time or in your designated time frames for maximum optimisation, monitoring and management of your teams.

    - Multi-screen Display

    - Real-time & Flexible Monitoring

    - Customisable Interface with Widgets

    - 17 pre-set Key Performance Indicators

  • Take advantage of automated call rerouting and ensure that your customers are connected to the right team. Customisable IVRs and predefined ADC queuing will ensure a faster call resolution for you and your customers.

    - Choice-based IVR call routing

    - Time-based call routing

    - Fixed (Linear) call distribution

    - Simultaneous (Ring all) call distribution

    - Rotary(Rrmemory) Call distribution

  • Use a single interface to support your supervisors and agents with a dynamic queue panel that allows you to monitor queue traffic, conduct call transfers and check or switch agent statuses.

    - Drag and drop call management

    - Real-time queue metrics analytics

    - View all agent statuses

    - Visualise active and calls waiting

    - Access control based on role

Unmatched Customer Service starts here

  • Custom waiting experience

    Proactively serve your customers whilst they wait with expected waiting time, call queue position and personalised announcements.

  • Quality assurance with set SLAs

    Receive real-time alerts and monitor SLA times on wallboards with threshold monitoring.

  • Enable Agent monitoring

    Support your sales team through silent monitoring, whisper coaching, call barge in and call recording functionality.

  • Add self-service options

    Combine your automated IVR with self-service prompts and queue callback option to speed up call times without agent intervention.

With key features such as