CALL CENTER SYSTEM

MANAGEMENT SYSTEM FOR CALL CENTERS

Everything you need for a call center.
Simple and modern interface, complex management of call results, uploading and downloading of data, preparation of reports and real-time monitoring.

We offer an open source call center system, which is unique and fully integrated on Asterisk, as well as full support for Inbound and Outbound call center activities and Predictive Systems, phone bar, IVR and CRM software.

 

 

MAIN FUNCTIONALITIES THAT WE OFFER

 

SIP phone bar

The phone bar allows agents to log in securely, call transfers, call recording, proposes practices to work and records their working times, listening to calls in real time, whisper and remote assistance.

The interface used for work is fully integrated with the data management system and is automatically updated with changes made at the level of campaigns or agent’s work methods.

It contains a chrome browser that is integrated into the interface that the agent sees, where practices and customer data are displayed. It also displays monitoring panels or pages dedicated to supervisors or team leaders.

The main functionalities of the phone bar are:

  • Two channels per agent, the second for trabocco predictive and inbound.
  • Real-time monitoring.
  • Headphones listening functionality, whisper, chat and real-time messages.
  • Integrated browser: to increase the level of security, you can work without having a browser installed on the PC.

 

Learn more ->

 

Integrated CRM

The CRM system is easily customizable to meet customer needs and offers a documentation system and data import and export system.

Furthermore, it is possible to easily apply best-time-to-call and predictive strategies, to build schemes according to customer feedback, and to monitor calls.

Mass recording of calls is done through a portal that allows re-listening of calls to check the quality of the assistance provided.

The main functionalities of the CRM system are:

  • Fully integrated management system.
  • Agent management and creation of agent-campaign-work method connection.
  • Data upload and download, report preparation and data export.
  • Open-source, client-modifiable interface.

 

Learn more ->

Real-time monitoring

Our monitors show a complete overview of everything that happens, giving you the opportunity to always be up-to-date and make decisions based on the data you see to achieve your business objectives.

It is possible to filter calls and incorrect numbers.

It is also possible to calculate the waiting time on the line before the call, transferring to another operator and recognizing the answering machines.

 

The main functionalities of the monitoring panels are:

  • Monitor that shows the daily number of practices worked/to be worked.
  • Monitor for agents, which shows data on the current campaign that is being worked on and that also calculates the time the agent is in the waiting or in the study status.
  • Custom monitor studied according to the campaign or the client.
  • Monitor for IVR activity, which shows the status of the call at a certain time.

 

Learn more ->

 

Vocal recording

Vocal recordings are automatically managed by a dedicated service.

The portal enables replay of recordings, restricts access to unauthorized persons and records quality control interventions.

Mass recording of calls is done through a portal that allows re-listening of calls to check the quality of assistance provided.

The main functionalities of the vocal recording system are:

  • The records are encoded with the algorithm AES.
  • Registrations are made using the phone bar to ensure complete security.
  • Vocal recordings are stored securely in the database for up to 10 years.

 

 

OTHER PRODUCTS

Read more about the other products we offer:

DIALER PREDICTIVE                           IVR

 


 

Come visit us at our office in:

Address
Abdyl Frasheri 7 Street, Hekla Center, Stair 1, 8th Floor

 City
Tirana, Albania

 

Or contact us:

Phone

+355 4 562 8594

 Email
info@smart-tech.al

 

Click and write to us via Skype too