Contact Centre Toolkit

 

Contact Centre Tool Kit uses standard call routing features from the mainstream product but with additional levels of management and control to produce complex and measureable call handling and Agent performance

Contact Centre Wallboard

 

Anywhere: Contact Centre’s wallboard provide simple, targeted information of all of your agents in seconds. They help keep supervisors up to date with situations as they develop, while allowing agents to remain focussed on the job at hand.

The Supervisor Edition provides a detailed personal wallboard on the user’s desktop. The data presented can be selected and the screen will scroll to show multiple queues. Multiple supervisor roles are also available, which can be allocated by the supervisor and toggle their access to the Agent Edition.

Communicator Editions for Contact Centre

 

With Contact Centre, CallSwitch Communicator is offered in two varieties: Supervisor Edition and Agent Edition. They are designed to maximize workflow and efficiency of both call centre Supervisors and Agents.

The Supervisor Edition


Anywhere Communicator Supervisor Edition is a real-time hub for monitoring and managing calls and agents. It displays real time call and agent status and allows the supervisor to ‘enable’ and monitor agents. The supervisor can receive alerts from agents seeking assistance and then monitor or intervene on the call.  Also, multiple supervisor roles can be allocated and a supervisor can toggle their access to Agent Edition.

The Agent Edition

On CallSwitch Communicator Agent Edition, agents sign to become active in a queue. An agent may set Pause Status, giving a ‘pause’ reason. The Agent Edition also displays the status of other selected agents in their group and calls waiting in the associated queues.

Real Time Agent Monitoring

 

This feature help managers to oversee and track agent calls as they are carried out, so they can act on real time information during every call. Analytics are used to track agent attainment, oversee calls between customers and agents, and deliver fast, efficient performance feedback. The supervisor can receive alerts from agents seeking assistance and then monitor or intervene on the call.

Graphs
A rolling graph shows accumulated call and agent performance for the day. It includes functionality to monitor and manage calls and performance, plus allows supervisors to receive escalated calls.

CRM Integration

 

Our platform is plug-and-play ready for integration via RESTAPI with Salesforce, Sugar CRM, Bullhorn, Zendesk, Microsoft Dynamics Vtiger & ZOHO. It can be integrated with any other CRM system via a custom solution as this functionality provides a browser pop out (floating UI) from the chosen CRM and integrates it with certain desktop features such as desktop contacts searching.

Contact Centre Builds

 

Anywhere: Contact Centre Toolkit links standard call routing options to form integrated blocks of functionality. The following images are taken from real call centres during their implementation phases:

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