How to gain a competitive advantage in UcaaS
How to gain a competitive advantage in UcaaS Recently, Simon Blackell, our CMO, sat down with Comms Dealer to discuss his insights on achieving lasting success in the UCaaS industry…
CallSwitch Contact Centre provides enhanced management tools and reporting that offer contact centre supervisors valuable insights into performance that inform activity, and empower agents to provide the best possible support to customers.
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Customisable features for agent or supervisor team roles
Live contact centre performance reporting and wallboards
Supervisor audio-monitoring and escalation tools
Advanced features that adapt to user requirements
Our CallSwitch Communicator soft client adapts to different contact centre roles, whether users are logged into call queues, or managing teams of agents.
Communicator ‘Agent’ offers an intuitive interface, advanced call handling, and seamless integrations designed to help agents deliver excellent service, while ‘Supervisor’ provides a real-time hub for monitoring activity, displaying real-time call and agent statistics, with live performance monitoring.
Real-time insights with CallSwitch Supervisor Panel
Contact centre supervisors can leverage a wealth of statistics to analyse performance, such as calls answered, talk and wait times, unanswered calls, and more, with live or historical reporting displayed graphically.
Wallboards provide agents with live insight into how they are meeting customer needs and internal quotas while enabling supervisors to identify increased demand that could require additional resource.
Support agents with call monitoring and escalation tools
CallSwitch offers call monitoring for supervisors, as well as management tools including Whisper and Barge, to either support or take-over from agents if needed.
Supervisors can respond to escalations from agents requiring assistance and then monitor or intervene, ensuring agents are supported and inbound customer enquiries are effectively managed and resolved.
Products to meet your unique business needs
Our industry leading UCaaS solution enables teams to centralise voice, video, instant messaging, call recording, online meetings, and more, on the devices that work best for them.
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Our cloud-native compliance call recording solution, including AI powered transcription, PCI redaction, voice analytics and sentiment analysis - secured with military grade encryption.
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