Office24by7 Communication Features
Robust and comprehensive to power all kinds of call centers
On-Premise or On-Cloud
Host on premise with PRI technology or on cloud data center using SIP.
Multi Level IVR
Automated telephony menu that interacts with callers, gathers information, and routes calls.
To manage inbound calls towards minimal customer wait time and fair workload distribution.
Route incoming calls to different queues post qualifying.
Distribute calls in a queue to agents according to rules.
Agents make and receive calls from their computers with just a click of mouse.
Transfer calls internally via IP PBX and EPBX.
Audio conference facility for remote participants with or without Internet.
Allow agents to interact with customers over several communication channels.
Preview, progressive, and predictive dialers for agents to autodial a list of phone numbers.
Call Recordings and Call Logs
Capture recordings of calls as well as log all incoming and outgoing calls.
View complete call center activities and day’s progress in real-time.
Live Call Monitoring
Empower supervisors to listen to customer-agent interactions in real time.
Access contacts from centrally located contacts and log all calls as a part of contact tracker.
Agents can make and attend calls right from sales software and avoid switching between systems.
Extend the call center into the field and enable co-ordination with field agents.
Automate post-call survey and make it easy for customers to give feedback through quick response.
Reports and Dashboards
Of call center metrics and KPIs to allow managers and teams to monitor and optimize performance.
A button on the dashboard that allows agents to connect to customers with a click.
A cloud-based number for the call center to receive incoming calls and make outgoing calls.