The system interface is a shared boundary between your agents and Voiptime Cloud that enables your team to interact with customers and utilize various software features. Once your agents log in to Voiptime, they see the dashboard from which they can operate in the system. Contact center agent interface gives your agents full control over the customer-related activities and provides them with the tools for effective work.
Empower your team to handle the most challenging customer interactions with ease. Leverage all the features of Voiptime Cloud interface to perfect customer service, boost sales and hit the highest performance goals.
Your agents can handle calls (internal calls from the team, outbound calls made by the dialer, inbound and IVR callback calls from potential clients). They also process emails and web chats.
Get a better idea of the agents’ workflow from monitoring their current statuses. The agent can notify the system about one’s availability for processing requests using various statuses. The color of the button changes as the agent manages their status.
Forward incoming calls to an alternative phone number in case the primary inbound number is busy, disabled or not answering calls. Streamline communication with your clients and provide great customer support using our call forwarding solution.
Transfer a call to another agent who can answer the customer query better. Also, use our call transfer software to redirect calls to any external number (to the other department, the specific prone number of the corresponding manager, etc).
Create callbacks during or after the conversation. The system will send a pre-scheduled notification about the upcoming call to the agent for a manual callback, or dial the number, and connect the callee with any available operator from the same group for an automated callback.
Call scripts are opened automatically when the call is connected. Use this feature to control the conversation flow and provide the agent with all the necessary information for processing the complicated issues (questionnaire, knowledge base, iFrame with your CRM, etc).
The client card displays all available contact information, such as client data, phone numbers, comments, etc. Have all the necessary data at hand and view the complete interaction history for better call outcomes.
The dashboard keeps track of your personal statistics (Talking duration, Not Ready time and a number of processed incoming and outgoing calls) for your current session. Your session statistics are available for up to 24 hours.
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