Digital Contact Center
Digital Contact Center is a component of OnCallCX that focuses on managing and handling requests through digital communication and customer support. By utilizing digital technologies, it helps businesses create a seamless and effective customer experience.
Digital Contact Center excels in managing Call Centers and processing ticket workflows, aligning with modern management trends to offer flexibility and convenience for businesses.
Unified Communications
Secure Messaging
Encrypted messaging to ensure confidentiality and security of communications.
UC Desktop Client
Unified Communications desktop client available for both iOS and Android platforms, facilitating seamless communication across devices.
Secure Video Conference
Encrypted video conferencing to provide a secure environment for virtual meetings.
Web Click to Call
Enables click-to-call functionality directly from websites, compatible with both Windows and iOS platforms.
Call Center Management
Add/Remove Agents
Manage call center agents by creating or deleting agent accounts.
Define Skillset for Agent
Classify and define skillsets for each agent.
Ticket management
Multiple Ticketing Templates
Provide a variety of ticket interface templates.
Create, Edit Tickets
Allows Call Center Agents to create, edit, and delete Tickets
Ticket Assignment to Agent with Notifications
Manage and assign tickets to agents, with notifications sent to the assigned agent for action.
Knowledge base management
Create, Edit Knowledge Base
Create and edit knowledge base content.
Create Article Number for Knowledge Base Items
Manage the knowledge base by assigning numbers to each article for easier administration and future use.
Import/Export Knowledge Base
Import and export knowledge base data.
Report management
Inbound Statistic Report
Manage and review statistics on customer information reception.
Campaign Report
Analyze data from executed campaigns to create materials for planning future campaigns.
Ticketing Report
Provide an overview of ticketing statistics for monitoring, controlling, and directing workflow.
SLA Statistic Report
Statistical report on Service Level Agreements (SLA).
Agent Performance Report
Report on the performance of call center agents.
