The true excellence in customer service

• Real time chat queueing.
• KPIs visualization.
• Several chat sessions can be held at the same time.
• Allows internal chats between supervisor, agent and/or other company areas.
• Determines the moment of incorporating a web client to a chat with an agent.
• The chat transcriptions are stored in the system database and can be redirected to the supervisor for analysis.
• Personal information of clients is protected by a mask.
• Access link to pre-chat inscription form and post-chat registrations.
• Prerecorded messages.
• Messages can be sent to predefined groups of agents.
• Message history between peers.

Supervisor interface with KPIs performance indicators by agent groups.

INBOUND

• Automatically routes e-mails using filters such as subject, agent, content.
• Routing based on skills by agent.
• Routing based on e-mail load balance (most idle, circular, top down).
• Routes interactions to desired group sharing same profile ([email protected]).
• Offers complete interaction history between channels.
• Language detection.
• Synchronized data base for better information integration (CRM).
• Single e-mail address between client and agents. each agent has a personal e-mail account and communicates with client over a single address defined in the e-mail pool.
• E-mail redirection to other agent if current one will not respond within a predetermined time frame.
• Fast contact with other e-mail agents.
• Pop up notifications for new and sent e-mails, inbox, outbox and draft updates.
• E-mail queue display with fast responde option.
• E-mails display with embedded images and attached files download

OUTBOUND

• Generates preconfigured auto-responses integrated to data base for receipt confirmation (CRM / LDAP).
• Generates suggested responses based on inbox e-mail content.
• Auto fills typed words when responding.
• Third-party collaboration options within company to complete response.
• Completes customer information (pop up) and channel interaction history (integrated to CRM).

• Create of programmed phone dialing campaigns by entering parameters (Date, Time, Agent, Extension).
• Create campaigns by loading a Client List on a .CSV file
• Automatically pause current campaigns if all agents unlog from it.
• All calls placed to clients are saved in a data base.
• When receiving a system-placed call, the agent consumes a web service delivering data from the contacts base associated to the current call.
• Displays activity for any given campaign, showing statistic data data for later management.

• Multiple assistance groups configuration.
• Smart and balanced redirecting of calls, e-mails, chats and social media posts.
• Whispering (giving and listening to silent instructions from supervisor to agent).
• Login / logout of centralized agents (supervisor) and from phone.
• Waiting line with corporate message.
• Outside business hours message.
• Queued calls pick up (supervisor).
• Number display for queued calls, e-mails, chats and social media posts.
• Displays incoming calls, e-mails, chats and social media posts.

• Call reception.
• Call transferring.
• Allows three-way conference on an active client call by inviting an internal extension if necessary.
• Can integrate to the corporate directory via LDAP.
• Creation of speed dial shortcuts to to other internal users.
• Cross platform.
• Call History.
• Displays list of multichannel queued tasks.
• Displays phone call service quality rates using KPIs.

• Indicates number of incoming phone calls, e-mails, chats and social media posts received.
• Indicates phone calls, e-mails, chats and social media posts response percentage.
• Indicates number of unanswered phone calls (before and after 3 rings, for example), unresponded e-mails, open chats and unresponded social media posts.
• Indicates number of transferred phone calls.
• Indicates number of abandoned phone calls, e-mails, chats and social media posts by assistance group.
• The administrator web interface offers dashboards displaying KPIs per agent and assistance groups per channel.
• Alerts are displayed when the number of incidences exceeds the permitted predetermined the KPIs value (performance indicators).
• Generates complete reports indicating performance rates per channel (phone calls, e-mails, chats, social media posts) which can be exported as an Excel file.

• Active Recording, Passive Recording modes.
• Recording incoming and outgoing calls
• Permanent and on-demand recording.
• Recording encrypted calls (128-bit key).
• Screen activity recording.
• Video call recording (only in passive recording mode).
• Centralized recording of multiple CUCM clusters.
• Whispering recording (integrated with Adportas CCKall).
• Recording transferred calls sequences and conference calls.
• Recording Jabber client and extension mobility (records the extension regardless of endpoint).
• Search engine by criteria: Counterpart ANI, extension, type of call, date, duration, costs center, logs, metadata, Recording ID.
• Additional metadata integration.
• Multiple profiles for flexible user and supervisor configuration.
• Monitoring of specific ANIs.
• Tag marks on playback for easy location of important points and inserting commentaries.
• Integrated audio player and video download.