Call Center

Optimize the enterprise performance and customer relation

Our Call Center solution enables service providers to take advantage of the growing demand for call center services and to offer enterprise customers hosted inbound call center services at a very competitive price.

Integrated with our Istra platform, the solution provides a comprehensive range of Automatic Call Distribution (“ACD”) features as well as comprehensive statistics and reporting tools that are required for call center supervisors and agents to efficiently manage and monitor incoming calls.

Key features

  • Web based administration interface to configure and manage agents, ACD groups and supervisors
  • Powerful web provisioning tool to intuitively customize the ACD scenarios
  • Supervisor ACD console to manage agents’ interactions
  • Feature rich agent client application (web or native, with or without softphone)
  • Feature rich agent client application (web or native, with or without softphone)
  • Call recording capability with recording browsing interface 
  • Skill language capability – provides options for caller’s choices in terms of agent specialization (e.g. select an agent that speak a particular language)
  • Callback service – allows a caller to hang up the call at a given moment, but still leaving the “call position” waiting in the queue and then be called back as soon as an agent becomes available.

MyCallCenter

Enreach myCallCenter is a web administration interface enabling the Call Center supervisor to fully configure all aspects of the call center.

  • Implementation and assignment of calendars for opening and closing hours to ACD groups
  • Specific configuration settings for the group

ACD Supervisor Console

Our ACD Supervisor Console is a user-friendly web based application enabling supervisor to monitor and manage agents’ interactions, ACD groups, call flows, and access to real-time statistics and reporting activities in a single interface.

The ACD supervisor console provides an easy-to-use and powerful interface that allows the supervisor to handle functions including:

  • Assign agents to ACD groups
  • Log in/out agents at any time
  • Supervise ACD agent status & customer presence for each ACD Queue (with customized colours)
  • Drag & Drop capabilities (mouse or finger for touchscreens)
    • move agent or waiting customers from one queue to another
    • affect one unassigned agent to specific ACD queue
  • Visualize group dashboard data like calls in queue, agent ringing, in call or pause, calls in overflow agents and other group related information for each group
  • Visualize and monitor groups, agents and calls in real time for all monitored groups with information about calls waiting time
  • Display of associated opening/closing hours for each ACD Queue
  • Access to ACD groups and agents’ statistics web interface
  • Access to myCallcenter web interface
  • Monitor in/barge in/steal