Voice- and keypad-based interactive dialogue between the caller and the phone system from the welcome greeting.
Call center
Take communication and customer service to the next level
Serve customers faster and make them happier
A call center should better meet your customers’ needs, make internal teamwork easier, and ensure operations run quickly and smoothly.
Interactive Voice Response (IVR)
Skill-based routing
Distribute incoming calls to main numbers and direct lines based on the caller’s phone number, history, available employees, and their professional profile, etc.
Automatic call distribution (ACD)
Route incoming calls to ring groups and agents based on defined business rules.
Attendant
User interface designed with dedicated features for efficient handling of a high volume of calls.
Supervisor
Coach calls using supervisor features that help quickly develop employees’ communication skills.
Interactive Voice Response (IVR)
Customer-controlled routing to the right person
With interactive voice response, the customer directs their own call to the appropriate department or ring group through a voice- and keypad-based dialogue. When a customer calls your company’s main number, they are greeted with a recorded welcome message. They are then asked which department they wish to speak to, and the customer selects the department by pressing the corresponding number.
Skill-based routing
Direct the customer to the right employee
Calls to your company’s main number—or to a busy employee—can be automatically routed to the most relevant available employee. The routing is based on the phone system’s recognition of the caller’s number and associated company and contact data, as well as business rules such as interaction history, customer ownership, product or technical expertise, language, and more.
Automatic routing of calls to agents and ring groups
Direct calls to the first available employee in the right ring group
Calls to your company’s main number or directly to a ring group can be automatically routed to the first available employee in the appropriate ring group. The routing is based on the phone system’s recognition of the customer’s phone number and associated company and contact data, as well as defined business rules—for example, prioritizing customers based on status, distributing calls within a ring group, and applying special rules during peak periods.
Attendant/Receptionist
User interface for agents for efficient call handling
Attendant is a view in the softphone client for agents and receptionists. It differs from the standard user view by being designed to handle a high volume of customer calls quickly and efficiently. This includes, for example, simultaneous display of all waiting calls, visibility of many colleagues’ activity status at once, and easy access to sending messages to absent colleagues via SMS or email.
Supervisor
Effective features for call training
Quickly build employees’ customer dialogue skills with three supervisor features:
- Silent monitor allows the supervisor to listen in on calls
- Call whisper allows the supervisor to speak to the employee during the call without the customer hearing it
- Barge in allows the supervisor to join a call and speak with both the employee and the customer