Phone System Management Tools

Whether your agents are taking orders or helping customers, your contact center's performance is critical to your reputation and is often the most important factor in achieving your growth and profitability goals. Our Contact Center applications give management the software technology solution they need to make agents more productive and callers more satisfied.

Connect Callers Quickly to the Right Agent with Skills-Based Routing

Sophisticated and flexible skills-based routing helps callers reach the queue and quickly connect to the right agent for the job. Connect callers to the most equipped agent by distributing calls with various skill requirements to the agent with the best matching skill. This will maximize your call center agents’ productivity and yield higher customer satisfaction.

 

Enhance the On-Hold Experience

Delight your customers by playing personalized prompts to identified VIPs or those who enter a customer number. Flexible prompts can change over time as callers wait, relating how many calls are ahead of them in the queue, what the estimated wait time is, or any other custom message you record.

Coach and Monitor Agents for Best Results

Our Contact Center applications have the flexibility to let you give each agent the guidance he or she needs. In real-time, supervisors can:

  • Observe multiple stations
  • Optimize agents’ time and availability in real time
  • Silently Monitor calls for training and quality assurance
  • Coach a new agent by staying on the phone with the agent but remaining inaudible to the caller
  • Join the call and assist the agent by talking to the customer directly

When you are not available for real-time monitoring, you can use Call Recording for particular agents or queues for later analysis.

Spot Trends in Contact Center Queue and Agent Performance

Intuitive report-generating tools are available by pointing and clicking on individual agents, queues, inbound calls, outbound calls, wait times, talk times, call volumes, and many other facets of your contact center performance. Since the tools leverage Microsoft Excel, there is no hassle of having to import or export or manually create charts.

Single-Point Access to Create and Manage Contact Center Queues

The phone system Administrator provides a single unified interface to manage all aspects of contact center queues—adding agents, changing permissions and queue routing,  taking the queue offline, and more.

Integrate with Other Software

Our Contact Center applications simplify the integration of the contact center data with other corporate technology systems. They work with CRM applications to enable point-and-click dialing and screen-pops that work with contact databases. Agents receive queue calls and easily see past transactions so they are better prepared for calls and can handle them appropriately.

Learn More About IP-PBX Management Tools. Contact Alternate Access.

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