Voice Contact Center
Voice Contact Center is a part of the OnCallCX system, offering advanced platforms and technologies to manage and optimize the process of receiving and handling customer calls.
The Voice Contact Center enables businesses to enhance their support capabilities and improve customer experience through phone interactions, efficiently manage and process customer information, and provide professional support through a Ticketing system.
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.
CRM Management
Multiple Customer Management Templates
Diverse customer management interfaces with customizable templates for user preference.
Display Customer Information for Imcoming Calls
Automatically pop up customer information during incoming calls, facilitating agents’ access to relevant details.
Import/Export Customer Contact Data to System
Quickly and easily import and export customer contact data.
Ticket management
Multiple Ticketing Templates
Provide a variety of ticket interface templates.
Create, Edit Tickets
Allow 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.
Queue Routing
Based on Timebands
Route calls based on the time of day, aligned with the business’s working hours.
Based on Agent’s Skillset
Route calls and tickets according to the skillset of agents, matching tasks with their expertise.
Based on Customer Types
Route calls based on the importance of the customer.
Based on Most Idle Agent
Route calls based on Agent's idle time
Application
Multi platform
Access and manage the system through web applications on popular browsers like Chrome, Firefox, and Edge
High Stability
Ensure stable connections across application platforms.
Monitoring Features
Agent Management
Manage and monitor call center agents in real-time.
Call Whisper, Call Barge-in, and Call Monitoring
Allow managers to listen, intervene, and provide silent guidance during calls, supporting agents in real-time and enhancing customer experience.
Multiple Wallboard Templates
Provide various wallboard templates for easy and intuitive access to management information, with real-time updates.
Agent Activity Overview
Monitor agent's status
Create Campaign
Create and monitor campaigns.
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.
