THE BEST Call Center Software

Inbound and outbound calls in VoIP (SIP v2) technology.

Functions:

• shortened numbers for internal communication,
• integration with exisiting phone numbers,
• transfer of calls to any location or to voice mail,
• creating rules for blocking numbers,
• user accounts - different levels of access to data,
• unlimited numbers of internal numbers,
• billing, statistics and reports generator,
• data export,
• transfers,
• „Do Not Disturb” feature,
• IVR (Interactive Voice Response) - per user,
• presentation settings - per user,
• direct Call Pickup,
• BLF (Busy Lamp Field),
• auto provisioning,
• Group Call Pickup,
• "Hunting groups" - call transfers with accordance to a chosen strategy: linear, random, carousell, group. Music on Hold,
• money quota – daily and monthly,
• access to recording server.

Multilevel and fully definable IVR with features:

• choice of path for a caller,
• authentication,
• redirection when there are too many callers at once,
• redirection depending on a date and hour, helpline work hours and chosen queues (including defining exceptions eg. holidays),
• playing recorded message,
• defining operations in case of a wrong choice by user,
• defining a call-back option, if a caller waiting for a connection with an agent wishes so,
• voice mail,
• Music On Hold.

Defined per SIP user or per campaign. Recorded calls are stored until the end of following month. Possible to assign names per campaign, agent, date, time.

Recording server (available in "Advanced" and "Enterprise" packages) consists of following features:

• Tagging recordings - possibility to tag recordings, so they can be identified more easily,
• Listening to recordings - possibility to listen to recordings with access to a specific part of the recording, highlighted when filling out the script,
• Grouping recordings - grouping by parameters: date, time, result, campaign, tag, number, agent, group etc.,
• Exporting recordings - export of a group of recordings to a ZIP file,
• Recorded calls are stored for a period of 12 months. This period begins on the last day of a month when the recording took place, in respect to contract agreements regarding deleting data after terminating an agreement or when contract runs out.

Types of available queues:

• Linear queue – directing inbound calls accordingly to pre-defined list and order of agents,
• Random queue - order of agents defined randomly for every call,
• Fewest calls queue – first priority will go to an agent who has worked on the fewest calls. If that agent does not pick up, then it becomes random,
• Skills-based routing - directing calls to agents based on their skills and skills required by the record (eg. language, area of expertise),
• Profit-based routing – calls directed to a specified group of agents, chosen based on criteria allocated to the caller. Every call has a "rating", which gives it a proper priority in a call queue. The higher the priority, the faster the call reaches an agent. Call "rating" changes over time in a manner specifically set by the user,
• Overflow queue - special type of queues prepared for extraordinary situations eg. waiting time being too long, too many calls at the same time,
• Automatic recalls,


• There is a possibility to manually direct incoming calls to a chosen agent or to another queue.

Available features:

• Presentation of campaign number,
• Traffic transfer - feature available when using SIP TRUNK from 2 telco operators. It is possible to direct traffic from different campaigns to different SIP TRUNKS,
• HLR - possible to check number's activity in GSM's database Home Local Register (service available for additional cost),
• Record blocking – defining records available for a campaign,
• Blacklist - choosing which fractions (eg. phone numbers) will not be possible to call. This setting can be configured for the whole platform or a chosen campaign,
• Maximum service time.

Possibility to work on multimple campaigns at the same time, without having to manually choose which campaign the number comes from.

Possible to set priorities for numbers on a specific campaign.

Script features:

• Scripts - defining conversation script and form fields (cloning, online modification),
• Highlighting important places in a conversation,
• Editing script in WYSIWYG,
• Defining form fields: text fields, choice fields, check fields etc. Specifing each values and masks,
• Tree structure - specifing the conversation path based on answers,
• Bringing in data from external systems via API,
• Automatic rules for recalls.

Types of available dialing modes:

• Plain Dialing - agent has access to a whole base of records, which are available for calling and chooses which records he/she would like to work with,
• Shared Base Dialing - agent has access to a whole base of records, even the ones which have been called before by different agents,
• Preview Dialing - agent has access to a pre-specified group of records in a campaign, from which he/she chooses the ones which is going to work with,
• Progressive Dialing - records given to an agent one-by-one. System automatically starts off a call - agent hears the whole process of preparing the call on his headphones,
• Half-progressive Dialing - records given to an agent one-by-one, but the agent initiates a call by himself/herself.

Predictive Dialing - system initiates calls automatically and transfers it to an agent when a caller is on the line.

Detecting voice mail during preparing for a connection.

In campaigns inbound, blend, mail, sms, social media, WWW forms and chat + fax, system will at first transfer a client to an agent, who has contacted the person before.

Showing a client an automatic survey, which will collect information regarding the quality of service:

• directly after the call ended,
• after a set amount of time from the end of the call.

• Classifing the stage of talks with a customer definable for each campaign,
• Classifier library – a generator and an archive for groups of pre-defined classifiers.

Running outbound, inbound and blend e-mail campaigns. Available features:

• E-mail queues - e-mail sent in defined packages, in defined time periods,
• Draft creator - creating e-mail drafts to use in campaigns. Specific data will be automatically filled in basing on contact information,
• Attachments,
• Routing maili - pre-defined filters for sender name, receiver, subject or content and directing the groups to pre-defined queues.

Feature for collecting data for campaigns from WWW forms.

Running outbound, inbound and blend SMS campaigns. Available features:

• Draft creator - creating SMS drafts to use in campaigns. Specific data will be automatically filled in basing on contact information,
• Mass SMS sending,
• Definable SMS sender - sender can be defined as a name, a random or a chosen number,
• Reserve a dedicated number for sending and receiving SMS (a standard number or Premium 4-5 digits) and collocation of a SIM card.

Collecting messages from social media and answering to them directly in the system.

Communication with a client through chat with full access to all features (message drafts, conversation archives etc.).

Three levels of access available:

• administrator,
• coordinator,
• agent.

Feature allowing great elasticity and mobility for agents, due to linking a phone number with a desk he/she is currently working at. Hot Desking is a perfect solution for organizations, which have shifts and a great rotation of workers.

Grouping agents for assigning them to a campaign or a queue. Each group can possess specific skills:

• Agents' skills – assigning specfic skills to an agent,
• Group suggestions - when adding or modyfing agent's data system will automatically compare his/her skills with skills required by a group and will offer adding or deleting agent from this group.

Definable breaks for workers and reasons for them:

• Breaks requiring confirmation – agent asks for a break and needs supervisor's approval,
• Forced breaks – supervisor can force a break on an agent or a group of agents,
• Conditional availability of breaks – pre-defined cases when a break is available and/or if it requires supervisor's approval.

Three possible ways of integrating inbound or blend campaigns with an external system (eg. CRM):

• external service – Focus Contact Center system is only responsible for servicing connections and passing data required for identification of a caller to an external system,
• passing only verification data – Focus Contact Center system passes on caller data for verification (phone number and/or code manually typed into system),
• all data from an external system – all client data is stored in an external system. Focus Contact Center sends a request on every connection (the extent of data which is passed on is definable by user).

When preparing a script user can point out which data should be downloaded or stored in an external system. Service available for additional cost, requires individual pricing.

Well developed programmer interface allowing to download and send data to any system (based on REST). Service available for additional cost, requires individual pricing.

Available actions:

• Download list of agents,,
• Download list of available campaigns,
• Download list of classifiers and their settings,
• Adding records to a campaign,
• Updating records on a campaign,
• Export of records from a campaign,
• Calls export,
• Billing export,
• Deleting records from a campaign,
• Click2Call – making calls directly from an external system (eg. user's CRM),
• Linking records window with window from an external system (eg. user's CRM).

Set of reports, which may have pre-defined parameters (time and range of data).

• Report generator – generating any type of reports containing only data of interest to user,
• Chart generator – generating charts based on generated reports,
• Saving reports – allowing to build a library of self-generated reports.

Informing on specific events taking place eg. too many calls waiting for a connection.

Short statistical reports informing on telco costs of running a campaign.

Set of statistics, updated in real time, informing on a stage of realisation of campaign's KPIs - available to show on a large screen.

• Reports for controlling quality of campaign's script,
• Monitoring of script progression, filling out data.

Listening on agent's call and prompting him during a conversation.

Rating agent's conversation according to a rating's template.

Technical support available during working hours 8AM - 6PM from Monday to Friday.

Technical support available in extended hours 6AM - 10PM from Monday to Friday. Service available for additional cost, requires individual pricing.

All year and all day technical support. Service available for additional cost, requires individual pricing.

Access to system and phone registration only possible from a range of IP addresses eg. working on the platform only possible at the offices.

Creating an encrypted communication channel between user's network and the platform.