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Digital Cloud Call Center
Hosting, Implementation,
and Support - Issabel PBX
Virtual call center
Web interface
Simplicity when creating or setting up campaigns, forms, IVRs or call queues. Possibility of arranging different user roles in a single tool.
Predictive dialer
Make automatic outbound calls, therefore contacting operators with future customers. Generate calls seeking the highest efficiency and productivity with your work team.
Call Recording
Ensure the success of your calls, monitoring communications between operators and your customers.
Spy and Whisper function
Monitor conversations and assist your agents while talking to a customer without being heard.
Automatic outbound dialer
Possibility of launching calls automatically through a customer database.
Statistics and reports
Real-time statistics, call details, customizable graphics and call monitoring to take full control over the agents.
See the full list of functionalities
Included Functionalities
- Automated attendant
- Predictive Dialer, Preview • Call Queue handling
- IVR – Interactive Voice Response • Campaign Forms (Web ⚬Wizard)
- Automatic call distribution • Associate text “scripts” to campaigns
- Reports and statistics • Agent Console
- Support for Blending • Support for various types of Breaks
- Recording calls by interface • Call Scoring
- Web administration • SMS Outbound Module
- Multiple interface languages • Virtual Fax Management Module
- Support for Do-Not-Call List • Integration with Existing Applications
- “Whispering” • Support of ECCP Protocol
- Silent monitoring • Web mode
- Outbound and Inbound campaigns • Smartphone mode
- Real-Time supervision and historical • Advanced reporting
- Attention groups by campaigns • Integration with databases: Oracle: MSSQL, MySQL, Postgresql Outbound campaigns
Campaign management
Outbound campaigns
1. The system generates outgoing calls using 4. The operator receives the users information and processes
a phone number database. it into the database through forms.
2. Calls are assigned to the agent automatically, 5. Information can be exported in different formats, such as
therefore initializing spreadsheets or similar.
communications with customers.
3. The predictive dialer will generate the calls, optimizing efficiency and
improving connection time
Inbound campaign
1. The contact center receives the calls, and are assigned to different agents by the call queues, optimizing wait times and resources.
2. Through a database, the customer that is calling can be identified. This way personalization is enhanced and attention is improved.