Dashboards, reports and KPIs offer valuable insights in real-time. They enable informed decisions to adapt processes and manage staff members. Supervisors set up company-specific KPIs and build widget-based dashboards for themselves and their staff, empowering them to react fast.
Skill-based routing leverages every agent’s skills, making sure that the employees can assist customers competently. The agents’ skills, skill levels and responsibilities are managed centrally by the supervisor.
360° customer view
CRM, ERP, ticketing system – you name it, we connect it. Make all relevant customer information available to agents and let the system automatically create tickets or CRM cases. Our Contact Center solution checks customer data and connects the customer instantly with the matching employee. This reduces the complexity of IVR menus and increases the first contact resolution.
The routing logic is visualized graphically and allows to set up complex rules into clear and intuitive workflows. Supervisors can manage and change workflows themselves in real-time to adapt to customer service changes.
Teams presence status
The employees’ presence status in Microsoft Teams is used to route callers to an available employee. If no employee is available callers are automatically redirected to another team, optimizing workload distribution and reducing waiting time for customers.
Different supervisor functionalities such as whispering, listening, barge-in, reviews of recorded interactions as well as customer surveys monitor the customer service quality and customer experience. They support the contact center management to improve service quality, increase customer satisfaction and loyalty.