The smartest solution for customer contact

Customer contact center employees want to be able see which colleague is available. Are you working administration, making a bathroom stop or just not available? By providing these statuses with a color and name, it is clear to everyone in the organization who is doing what. Of course you can run a report on these statuses where the status time per employee is displayed. 

Choose how many callers can be put on hold. and when the queue transfers to a pre-recorded message or another department.  Or, even more customer-friendly, create an automatic callback request! This way your customers never have to wait longer than necessary. With six different line-hunting policies, there's always a choice! 

Activate the option menu yourself? Add a colleague to a call group in case of a peak in calls? Or switch the main number to night mode a bit earlier in connection with a company outing? With the right authorizations, you can easily change the availability of the company or a department yourself. Simply from within your own app.

Taking notes during conversations? Write along during it! Using the API, you can send these reports directly to your CRM. You can also give the call a label. You can then run useful reports on it and, for example, see which topics or questions customers call about. This provides a lot of extra insight and overview, without any extra work for the agent. 

Sometimes a caller speaks to different departments within your organization. For example, with a colleague from administration and a sales representative. That customer's communication is clustered per department. So you can always see what was discussed with the customer by which colleague.

As a customer contact center manager, you can listen in live on agents' conversations. Do you have the right credentials? With the push of a button, you listen and whisper in to a conversation. This allows you to coach the agent and give advice during the conversation. You can also break into a conversation, turning it into a group conversation in the blink of an eye. 

Often after a phone call, you still need to update your administration. You want to finish that before you immediately get the next caller on the line. With the After Call feature, you ensure that you are not immediately available again after a call in a specific queue. Did you finish earlier? Then you end the idle time and receive calls again. 

Has a customer spoken to a colleague before? With the clear contact history you can always see which contact moments have occurred in the past. This way your customer does not have to tell the whole story again and you can get to the point and help your customer faster.