Keep track of each customer's call with omni channel monitoring. CSRs have visibility into previous calls from the same customer, so the same information isn't repeated over and over. Shorten call times to improve service.
Send automated text messages, surveys, and troubleshooting messages directly as text messages to get better response rates and simplify customer service.
Customize your call center wallboards (we call them ViiBoards) with trend reports, talk time, or hold time for the group or a specific user. Use these reports to incentivize your CSRs or learn when you need to hire more.
Historic reporting helps an executive team learn where they need to increase support or improve the training in a specific department. Whether evaluating personal performance or issues with a new product, you can only improve what you measure.
Don't leave customers waiting on the line for hours. With automated callback, they can keep their spot in the queue and get a callback when an attendant is ready to help them.
With over 200+ CRM integrations, your contact center becomes a valuable tool for your sales team. Sync notes and order details between platforms seamlessly, so the team can solve problems quickly and efficiently.
Along with webchat and cradle-to-grave reporting, this integration offers businesses a robust tool to serve customers quickly while improving the call center process.
· Cradle-to-Grave Reporting
· Customized wallboards
· Callback Assist
· Scalable from one to hundreds of agents
· Skills-based routing and supervisor control
· CRM integration
While chatbots and text messaging seem like the future of customer service, many customers still like to speak to an agent to solve their problems (and sometimes talking to a human is just faster!). Make sure your contact center is operating efficiently with robust reporting tools.
Track when the most calls come in during the day, so callcenter managers can schedule enough agents to answer the calls. By carefully monitoring peak hours, managers can save on costs by only staffing the busy hours.
We all want talk-time and hold-time to be low for the sake of the customer, but managers can also use these numbers to evaluate the training of the CSR. If they take too long to answer a question or keep putting the customer on hold, they may need more training on the product in order to serve better.
Call center manager scan also use the talk time metric to see how long an agent has been talking incase they need a break to catch their breath.
Even if your client doesn't run a call center, these report scan help determine the length of their own phone calls to see if they use their time well. Sometimes a teammate may feel like they take phone calls all daylong, but the reporting tells a different story.
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