The functionality of Next 2 Call solution
- winet
- 0
- on Aug 06, 2022
1. Call center automation
– Telephone projects and campaigns management tools
– Creating and handling call scripts for the call center agents
– Fully automatic outbound dialing with the predictive mode
– Knowledge base for the call center agents providing them with comprehensive information
– Advanced features for interaction with third- party applications, located on the customer side: billing systems, CRM- systems, databases etc.
2. Smart call handling
– Smart call switching featuring the ACD functionality (based on the VoIP / SIP technology)
– Managing call queues based on the typical call distribution algorithms, information about the availability of the agent and their skills (skill based routing)
– DTMF and voice enabled IVR
– Call recording and storage
– Reporting on the work of the call center telephone components
3. Control of the call center campaigns
– Launch of new campaigns within 20 minutes without programmers
– Ability to conduct multiple campaigns for clients from different business areas simultaneously
– Real time management of calls queues, agents, resources and campaigns
– Customers’ members area with the ability to control and manage campaigns
– Real time call center reporting of all activities, statistics, and analytical data (OLAP reports)
4. Reliability and performance increase
– Quick and fast increase of the call center’s performance by adding new servers
– High fault tolerance of the call center with more than 1,000 agents, serving tens of thousands of calls per day
– The ability to lease licenses for the quick, temporary increase of the number of agents