Enreach

Enhance your customer service with our call centre solution

Optimize enterprise performance and customer relations

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 robust 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.

  • Web based administration interface to configure and manage agents, ACD visual groups and supervisors
  • Powerful web provisioning tool to intuitively customize the ACD scenarios
  • Supervisor ACD console to manage agents’ interactions
  • Webchat functionality to assist your customers from any website 
  • Feature-rich agent client application (web or native, with or without softphone)
  • Systematic 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.
  • ACD Wallboard to monitor realtime key performance indicators  
  • Historical analytics and reports to monitor agents and ACD group performance 

myCallCenter

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 Wallboard

The ACD Wallboard leverages the metrics provided by ISTRA to display live information on ACD Queues and Calls, especially:

  •  Number of callers in queue
  •  Number of available agents
  •  Number of agents in a call
  •  Total of offered calls
  •  Total of handled calls
  •  Abandoned rate
  •  And much more!

MYCALLANALYTICS

myCallAnalytics is our brandable SaaS tool that enriches calls analytics. The portal shows historical data on incoming and outgoing calls, such as: waiting time, abandoned calls, answered calls and call duration at enterprise level, per departments, users, etc.
In this way, your customers have insight on potential issues in employees' workloads or skill sets, and can take action to improve their customers satisfaction.
The portal is brandable and the dashboard offer a customizable view according to the monitoring parameters

MYREPORTS

One of a supervisor’s roles is to analyze call data over periods of time, to use the results in building up patterns that will allow more efficient configuration of the group and its resources to better adapt to the observed call patterns. myReports web based application is a reporting and statistics tool which enables supervisors to monitor agents and queue work performance in real time and with in-depth historical data. The application includes a number of tools to retrieve call statistics for the groups, agent statistics and logs and produces daily or scheduled reports for a given date, or periodically on a weekly or monthly calendar basis.

myRecordings

myRecordings is an advanced web based full-featured VoIP solution designed to meet businesses requirements. myRecordings is fully scalable, integrated with our telephony platform and is able to support thousands of simultaneous inbound and outbound permanent recorded calls. 

  • Easy to use web based recording interface with call recording logs (calls by day, week, month, date range, call duration, etc)
  • Recording and playback activation are controlled centrally
  • Dedicated server for storage purpose
  • Licensing per administrator and extensions to be monitored