Inbound Omni-Channel Call Center

Appliance Edition, Software Edition and Cloud Edition

There are different approaches to output
composition, let's see them:

Connect customers to agents

With easy to set up IVR menus, call queues, and intuitive agent dashboard, managing calls is easy.

  • Automatic call distribution with skill-based routing, priority queue, and more.
  • Set flexible queue strategies (Rrmemery, liner, etc.)
  • Provide automatic call back option during busy times
  • Monitor active call traffic anytime at a glance

Enhance call waiting experience

Efficiently assist customers in the queue by providing helpful information like their position, estimated wait time, callback instructions, holiday greetings, and other personalized prompts. This ensures a smooth and enjoyable experience for them.

Fine tune the call flow

Easily spot queue traffic trends with a quick glance at the web-based Queue Panel, efficiently dispatch calls by simply drag-and-drop actions, and optimize agent staffing in real-time to maximize call center efficiency.

Coach agents with ease

Course-correct agent behaviors easily through whisper coaching, silent monitoring, call barge-in, and call recording functionality.

Implement missed call follow-up

A call center solution that never lose track of a missed call. With intuitive queue missed call list, easily label the follow-up status of your missed calls using tags, and enable agents to call back your customers with one click.

Set SLA for quality assurance

Auto-monitoring 17 key call center performance metrics and your predefined Service Level Agreement (SLA) on Wallboard. Receive real-time alerts when it reaches the threshold.

Conduct satisfaction survey

Help your agents grow and improve with actionable insights delivered directly from in-depth post-call surveys, customer satisfaction reports, and comprehensive per queue/agent performance reports.

Unified Agent and Supervisor Workspace

Provide all the tools your agents and supervisors need in one single web-based interface. The intuitive Queue Panel allows you to monitor queue traffic, check & switch agent status, and quickly conduct call operations like transfer, monitor, and parking with simple clicks.

  • Active & waiting call activities in one view
  • Drag & drop call management
  • Complete view of agent availability & performance data
  • Real-time queue performance metrics tracking and display
  • Role-based feature access control

Real-time Performance Tracking

Discover up-to-the-minute call center metrics and key performance indicators (KPIs) from the central call center Wallboard. All data are automatically calculated in real-time, daily, weekly, or monthly intervals for your in-depth call center monitoring, management & optimization.

  • Track sum of all queues or
    statistics of individual queue
  • 17 Key Performance Metrics
  • Real-time Monitoring
  • Flexible Calculation Time Frame
  • Customizable Widgets
  • Multi-screen Display

Intuitive Reports,
Easier Management

Get access to 8 advanced call center reports. Easily spot issues and opportunities in your call center with comprehensive view of agent-specific operational metrics, call parameters, and panoramic queue statistics.

You can run targeted analysis of your call center data by customizing timeframe, agent, or queue selection. Share the real-time or historical reports with your team in graphical, downloadable formats, and schedule reports to be run periodically in the future.

More for Greater Customer Experience

Omnichannel Messaging

Provide customers more ways to get in touch with live chat and integration with WhatsApp, Facebook, and SMS. Access and repond to messages from multiple channels in one place.

CRM Integration

Rich ready-made CRM/helpdesk integrations to automate repetitive tasks, keep a central record of customer interactions, and elevate agent productivity.

All-inclusive Inbound Call Center Features

Contact us for demo or price today!