Features

Call Control

Call Distribution - built for the Answering Service industry.

 

 

All the features every Answering Service needs.

 

 

  • Custom Greeting recordings.

  • Pre-Queue. Incoming calls ring directly through to available Agents.

  • Multiple Queues / Skill Sets.

  • A Voicemail Box.

  • Real Time Online Agent, Call and Queue monitor.

  • Call Recordings.

  • Live, Listen In on calls.

  • Online Reporting, Advanced Searchable and Exportable to Spreadsheet.

 

Integrated Soft-Phone

Integrated Soft-Phone powered by Zoiper ®

 

 

A full featured Soft-Phone is conveniently built in to the CCh CRM Agent Interface.

 

 

No software to install or hardware required other than a standard headset.

 

  • Multi-Line.

  • Dial Out with touch tone compliance.

  • Hold and Mute.

  • Attended Call Transfer.

  • Personal Voicemail access.

  • Queue Log In / Out.

  • Queue Pause.

  • Audio setup wizard.

Messaging

Provide your customers with flexible messaging options tailored to their business.

 

Individual Contact messaging options include:

 

 

  • SMS, Email or both.

  • Multiple Email addresses.

  • Copy all messages to another contact or group.

  • Automatically forward messages to another contact while away.

  • Custom Contact Groups.

  • All-Page, one click to get the message to everyone, fast!

  • Daily Scheduled Message Reports of the previous day's messages.

Web Portal

 

Included is a Web Portal for your Clients.

 

Help your customers by providing convenient online access to Contact Management and their Messages.

 

  • View, Search and Print the messages you’ve dispatched over the last 30 days, all updated in Real Time.

  • Add, Remove and Update the contacts you dispatch for. Your Agents will see these changes Live.

  • Schedule Duty Managers, On Call contacts and Away / Available contacts in advance.

Reports

 

Reports at your fingertips

 

Our flexible, easy to use Call Center Reporting lets you track critical call centre metrics.

 

  • Call status report of every call entering your queues.

  • Account summary report with Total Calls, Service Level and Billable Seconds.

  • Agent performance reports.

  • Call Distribution graphs to help you staff efficiently.