CALL CENTER SERVICE

Our call center service allow you to manage a department of employees that make and receive a high volume of calls.

The Call Center package provides an environment for customer engagement that is second to none.

SUPERVISOR / AGENT

A department manager needs to be able to monitor the call activity of their team. By grouping agents into managed Call Queues, supervisors can see who is active, can listen passively to calls, and barge in to calls if needed. Supervisors have access to all stats and call history as well as call recordings.

CALL CENTER ANALYTICS

Real-time performance dashboards are available to supervisors with stats such as: Abandoned Calls, Agent Availability, Inbound and Outbound Calls, Answer Speed, Call Time, Talk-tIme, Missed Calls, and more.

CALL TRANSCRIPTION

Recorded calls can be converted to text for easy analysis while the audio of the call plays simultaneously.

SENTIMENT ANALYSIS

This powerful engine analyzes the context of phone calls and creates word based ratings based on the context of the conversation or the inflection of the speaker. A detailed map of the conversation is drawn with the sentiment of the analysis classified as Positive, Negative, or Neutral. This is a very powerful training tool for supervisors.