CALL CENTER

  • ACD – Automatic Call Distribution.
  • Agent ID, diverse hotline numbers.
  • Automated IVR, Queue system.
  • Recording 100% of calls.
  • Flexible scheduling for working hours, holidays, and festivals.
  • Specialized call center reporting system.
  • Dashboard Realtime.
  • Team Management user interface.
  • Multiple monitoring modes, supporting agents.
  • Uptime commitment 99.99%
  • Flexible integration capabilities.
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Smart Technology System

CISCO Call Handling Process

IVR system

Customers interact automatically with the system without waiting for direct contact with agents, increasing the availability and readiness of the hotline. This allows the hotline to handle multiple calls simultaneously more efficiently and quickly.

Customized notifications

Easy setup of voice recordings for greetings, hold music, or instructional prompts, enhancing professionalism and ensuring consistency in communication with customers.

Set working hours

Operate the phone system based on specific working hours that suit your business, ensuring customers are served promptly and efficiently.

Allocate for holidays.

Manage call allocation plans for holidays, ensuring all calls are handled professionally and promptly.

Queue Allocation

The system automatically allocates incoming calls to the designated queues, ensuring efficient reception and processing.

Customer List

Allows uploading customer list files to the system for management and application of appropriate call routing strategies, optimizing business operations, and improving service quality.

Automatic Allocation

Various mechanisms for automatically allocating calls quickly to the most suitable agents, enhancing the customer service experience.

Call Spam Filtering

Automatically eliminate unwanted calls and minimize the impact of spam calls on business operations.

Tightly regulated data management system

CISCO User management

Tight data management system. Centralized user information and flexible permissions ensure precise management, guaranteeing ‘right person, right task.

Customer Interaction Experience Management

CISCO Call Monitoring

Team Leader easily supports employees when they lack sufficient information or knowledge to address customer issues.

Monitor operating status

Manage human resources and make appropriate decisions in dividing work and allocating calls to agents based on their operational status

Change operating status

Manage staff activities more effectively, while minimizing customer waiting time when calling the switchboard

Monitor call waiting

Monitor call status in real time and allocate calls to agents who can handle them quickly and most effectively

Call recording

Allows recording every call with customers, storing data to evaluate service quality, monitoring or training

Track call history

Manage and monitor staff performance to make decisions and improve call center performance

Track calls directly

Monitor ongoing calls in real time to manage customer support from your staff

Listen simultaneously

Managers can simultaneously listen to conversations taking place between customers and employees so they can monitor details or support employees right when they need it.

3-way call

When monitoring calls, managers can jump in at any time to talk to customers and their employees at the same time.

Disconnect the call

During interactions with customers and employees, managers can interrupt employee calls to proactively interact with customers.

Enhancing the responsiveness of the business.

CISCO Integration

Seamless integration for data synchronization, enhancing the business’s responsiveness to all needs

Third-party Applications

Easy integration with in-house or third-party applications to centralize or tailor data according to the business needs

Engage LCM

Enable automation of outbound calling processes and efficient campaign management, minimizing errors or manual tasks, and enhancing overall business productivity

Effortlessly manage calls with a variety of features

CISCO Increase work efficiency

With various tools, you can now easily manage customer calls and collaborate internally efficiently

Free internal calls

Optimize your employees’ problem-solving time by providing them with support from someone with more experience or expertise, helping to increase work efficiency and improve customer experience

Hold the line

Pause a call while chatting with a customer to resolve another issue or search for information to support the customer, helping to optimize agent handling time and improve the customer experience

Extension utilities

Give customers the option to bypass the IVR menu to quickly connect directly with your staff

Customize activity status

Easily customize operating statuses on the system according to business needs, users can then change working statuses according to the established list

Customize call waiting time

Helps you perform the necessary activities to finish your work before continuing to take calls or interact with the next customer

Survey

Proactively build post-call survey scenarios for customers to evaluate service quality or to collect necessary information, helping you optimize your marketing strategy, manage and improve service quality.

Identify calls with ID

Manage and process calls effectively, while improving the ability to analyze and evaluate system performance

Call notification

Displaying pop-up notifications about call information on the work screen helps handle incoming calls quickly and accurately, while increasing the professionalism and efficiency of the switchboard system.

Call button Click to call

You can dial out customers with just one click, eliminating dialing errors and improving productivity

Lịch sử cuộc gọi

Dễ dàng xem lại toàn bộ danh sách cuộc gọi, đồng thời hỗ trợ cho việc quản lý và phân tích hiệu suất của hệ thống

Chuyển tiếp cuộc gọi

Tối ưu hiệu quả và thời gian xử lý của hệ thống, cải thiện trải nghiệm của khách hàng khi được giải quyết các vấn đề của mình nhanh chóng và chính xác

Hội thảo 3 bên

Cho phép nhân viên chủ động mời một nhân viên khác tham gia cuộc trò chuyện với khách hàng, nhằm giải quyết các vấn đề phức tạp hoặc cần sự hỗ trợ của nhiều bộ phận

Enhance business responsiveness

CISCO Reporting & Analysis

Easy integration to synchronize data, enhancing the responsiveness to
meet all business needs

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