The Call Center
The Call Center
Sonictel Call Center
A carrier-class communications management module which provides advanced ACD Automatic Call Distribution capabilities to your Sonictel Cloud Hosted PBX Service.
Call Center delivers the following real benefits to users:
Efficient call handling and automatic call distribution (ACD) with state management
Announcements for estimated wait time, place in que, comfort messages and more
Route calls by; weighted distribution, ring circular, distribute evenly, ring specific order
Integration of online directories with click-to-dial capability
Disposition codes, live stats, priority routing, holiday & night schedules
Real-time monitoring of agent and queue activity by Call Center Supervisors
Historical reporting on agent and queue activity by Call Center Supervisors
Call Center – Supervisor
The Call Center – Supervisor client is designed to support the needs of call center supervisors in any environment. It supports agent monitoring, queue management, real-time and historical reporting, and other features required in large call centers. The Supervisor can be located centrally, remote branch office or home worker.
Call Center - Agent
The Call Center – Agent client is designed to support the needs of Call Center agents in any environment. It supports the full set of call handling functions, ACD state management, integration of multiple directories, Outlook integration, and other features required in large call centers. The Agent can be located centrally, remote branch office or home worker.
Call Center - Enhanced Reporting
The Enhanced Call Center Reporting feature allows Supervisors to generate enhanced reports and schedule reports to be run in the future. It provides an extensive set of pre-defined reports that provide detailed information about your Call Center operations.
Using these reports you will easily be able to determine proper staffing levels, agent productivity, abandon calls, wait times and much more.
Expand Your Possibilities
Maximize business outcomes – improving sales conversions, revenues, retentions, customer satisfaction scores and first call resolutions. Reduce call abandon rates – with a global queue that routes based on real-time data about call volumes, resource availability and other variables.
Improve performance visibility across sites – centrally monitoring the business and operational performance of agents, teams, sites, systems and outsourcers in real-time.
Reduce administrative overhead – managing all contact center operations, resources and interactions from a central command center in the cloud.
Use what you have – because Sonictel™ Call Center can work as part of your Sonictel™ Cloud PBX service or can be deployed as a stand alone call center solution even with hybrid integration with your existing PBX system.
Centralized Queue in the Cloud – allows customer interactions from anywhere in the world to be queued centrally in the network and routed to distributed teams and agents in a dynamic fashion. Callers wait in a single “line” and not in pre-defined lines with longer wait times than others.
Centralized Standard Routing Rules – regardless of where the agents are – in-house, outsourced, at home, or offshore – supervisors centrally manage routing strategies to respond quickly to changing traffic conditions and performance.
REQUEST A DEMO OR GET MORE INFORMATION?
Our Call Center solution specialists will contact you for a personalized session to learn more about how Sonictel powered by BroadSoft can empower YOUR business.