Contact Center Solutions
Enterprise call center with ACD, queue, supervisor panel and SLA reporting. Yeastar P series and technical support.
Call center solutions; It is the voice infrastructure that queues incoming calls, distributes them to the representative (ACD) and is monitored instantly by the supervisor. SLA (service level) metrics measure wait time, response rate, and abandonment rate. Wallboard display shows operation at a glance. During campaign and seasonal peaks, queue priority and callback rules should be tested in advance.
The infrastructure is built onIP switchboardandcloud switchboard; The IVR menuis extended by IVR solutions. Recording and reporting license varies by model.
Basic abilities
- Multiple queues and priority rules
- Agent status: available, busy, break
- Whisper coaching and silent listening
- PDF/Excel report and scheduled sending
integration
integration solutions for CRM screen pop-up and click-to-call;SBCfor trunk security. Installation plan viatechnical support; dealer channeldealership. Representative headset and desk phone selection is made from theIP phonecategory.
Capacity and scale
The number of concurrent agents and channels depends on the switchboard model; trunk and internet bandwidth are calculated separately. During busy campaign periods, the queue threshold and callback rule should be tested in advance.
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