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.
myCallCenter is a web administration interface enabling the Call Center supervisor to fully configure all aspects of the call center.
The ACD Wallboard leverages the metrics provided by ISTRA to display live information on ACD Queues and Calls, especially:
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
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 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.