IP Office: Advanced Edition

Capabilities

View agent status – Customer service reps and supervisors can get real-time information on call queues, hold times, agent status and more, to help ensure customers are always being served quickly, efficiently and professionally.

Assess agent productivity – Customer service supervisors can gather current and historic data and generate reports to gauge the productivity and performance of agents. The intuitive browser-based interface offers drag-and-drop simplicity, making it easy to configure, generate and deliver customized reports that can be acted upon quickly.

Call Quality Assurance – Customer service supervisors can listen in and monitor an agent’s performance on inbound or outbound calls. Supervisors can provide coaching directly to the agent during a live call without the customer hearing to ensure quality standards are being met and increasing customer satisfaction.

Manage campaign performance – Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize on the investment. Capture information such as telephone number and area where

responders are calling from (among other data) that can help streamline costs and boost campaign- generated revenue.

Selectively retrieve recorded calls – Call recording can positively impact customer service and revenue and it also enables more meaningful training sessions. Calls can be easily and securely retrieved from any PC by searching on any number of fields such as date, time and extension number, and archived to a storage device such as DVD.

Automate popular inquiries – Free up valuable time for customer service reps by providing customers with easy-to-use caller menus for fast and efficient responses to commonly-asked questions. Callers can respond with touch-tone or voice response (or both). Create customized surveys. Retrieve information the same way voicemail messages are replayed.

Create self service menus – Improve responsiveness to customers and continue generating revenue even outside of normal business hours. Customized, automated self-help menus allow customers to place or change orders, check status of shipments, and more.