Dedicated web application for the customer service representatives who handle inbound or outbound interactions – also known as OneAgent Web.
Manage incoming and outgoing voice calls; video, email, chat and Facebook, Twitter interactions.
Receive interactions and distribute them according to pre-defined sets of rules or skills, between your READY agents.
Improve performance. Pre-load contact lists then use OneContact CC dialling modes. Distribute all the voice interactions according to pre-defined sets of rules.
Capture audio and screen interactions. Save all the recordings history and use it to measure quality / performance or to comply with certain country regulations;
Manage your business with a complete view of your contact center operations. It includes consolidated information about interactions, campaigns, agents and teams. Export directly to Microsoft Excel and receive all the information in your email.
The perfect tool for contact center supervision. It works as a monitoring and configuration tool for the contact center with its own advanced Business Intelligence reporting system.
Increase quality of your contact center. Record and listen all the voice and
screen interactions; Analyse whether the agents are performing/ underperforming while attributing a grade level to the recorded interaction; Generate reports so that an agent can be appraised in a macro overview.
Enables organizations to deliver an interactive learning experience, combining e-Learning with face-to-face training management.
Can be used to manage the entire agent life cycle: recruitment, on-boarding process, brand loyalty, motivation, increased productivity, rewards... all in a single unified gaming environment.