Web Access Contact Center Application
SaaS
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LAN Server
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User interface |
Inbound | Outbound | In/Out |
Operator / Supervisor GUI Uniform, transparent, easy to use interface, both the operators and the supervisors for. The customer's data are in the center. |
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Administrator GUI |
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Customer GUI The client has a web interface to track the status of campaigns. |
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Base functions | Inbound | Outbound | In/Out |
Campaign editor The individual client's tasks can be organized into different campaigns. The campaigns can be started automatically or manually. The shutdown can be manual, timed or quoted. |
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Customer's database handler Individual call lists, databases uploaded to the campaigns from CSV. Different structures and export handling. |
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Documents management Manage contracts, bids, templates. During a conversation, the completed documents sent automatically by e-mail. |
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Dialing rules Dial periods and rules set for each campaign. |
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Users's management Full user and group management, skill settings. |
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Groups and rules Authorization levels, pre-defined roles. Per user can be controlled separately for each module access. Read-only treatment options.
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Termination code editor System-wide campaign and termination code management. Individual values are determined for the export. |
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Script editor Graphic questionnaire / script editor. Virtual questions and clear management ramifications. |
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Text messages Text messaging to users and system operators, supervisors. Online chat. |
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Archiving Scheduled and manual campaign archiving, making backups. Creating an export for customers. |
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Call functions |
Inbound | Outbound | In/Out |
IVR editor Interactive, voice-driven menu system. |
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PBX functions Other VoIP tools management such as phones, ISDN gateways, etc.. |
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Manual dialing Manual dialing in the operator client. |
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Power/Predictice dialing Automatic dialing procedures. |
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ACD - Automatic Call Distribution |
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SBR - Skills-Based Routing Call by assignment of knowledge among the operators. |
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Call Blending Uniform call distribution, call blending. |
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Callback handling Saving callbacks, start callbacks automatically or manually. |
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Call recording Conversations recorded. |
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Lists, statistics, monitors |
Inbound | Outbound | In/Out |
Call list (CDR) | ![]() |
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Online operators |
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Actual calls |
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Outgoing call statistics | ![]() |
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Incoming call statistics | ![]() |
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IVR statistics |
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Operator's staticstics |
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Supervisor's statistics |
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Other functions |
Inbound | Outbound | In/Out |
Answering machine The caller can leave a message if the operator is not available or the call is received outside office hours. |
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Listening / Teaching The supervisor can listen to a conversation and can help the operator in conducting a call. |
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Conference calls Handling conference calls. |
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Quota | ![]() |
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WebService interface Interface for external programs to communicate. |
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Out-office work, telework management |
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User interface
Base functions
Call functions
Statements, controlling