Essential features of a high-end Smart Contact Center
Outbound Call Center
Integrate smart auto dialer technology with Call Center/Contact Center
Manage callout campaigns
Add or remove agents or customers in a campaign list. Manage campaign’s status.
Agents are able to preview customer’s information in the dialer anytime. A pop-up will appear for the agent from the customer.
When a customer calls, a pop-up automatically connects to the agent - where they can choose to answer or not.
Automatically calls a customers based on appropriate conditions, when a customers answers, the software rings the agents
Easily import customer data into excel files. Detailed overviews on real time reports and campaigns
Live Chat Management
Automatically distribute customer’s message to agents/departments based on various set rules (circle, agents’ skill and specialization, last agent connected with, account manager).
Automatically create a detailed record - or ticket - for each conversation or missed message.
Automatic Response Bot
Answer clients automatically through pre-configured scripts
Create detailed overviews and reports on chat history (Number of customer chats, missed messages, average response time).
Management and Monitoring
Supervisor feature allows management and monitoring of customer-agent chat in real time.
Send and Receive Files
Both agents and customers are able to send/receive files (photos, pdf, word, excel, zip,) in the chat.
Facebook Page Management
Manage comments and messages
Automatically collect leads from comments/messages and distribute to agents
Allow agents to directly reply to Facebook comments and messages from StringeeX
Automatically collect leads and create ticket records from comments containing specific keywords.
Zalo Official Account Management
Automatically create a detailed record - or ticket - for each conversation or missed messages
Disseminate message tickets to agents/departments based on various set rules (sales manager, last agent contacted, online agent prioritization)
Automatically collect leads from messages
Automatically distribute emails to agents/departments based on various set rules (sales manager, last agent contacted, online agent prioritization)
Send and Receive Files
Both agents and customers are able to send/receive files (photos, pdf, word, excel, zip). Allow CC and BCC emails.
Automatically create a detailed record - or ticket - for each email. Senders are notified when their ticket is successfully received.
Records Management (Tickets)
Automatically opens up relevant ticket whenever an agent receives or makes a customer call
Automatically create tickets for voicemails and missed calls
Assign and transfer tickets between agents and departments
Classify tickets based on ranking, priority, location, agent, etc; change ticket status
Ticket information are dynamic, detailed, and customizable to suit the needs of the team
Classify tickets; priority ticketing; change status to the ticket
Contact Management (CRM)
Contacts and Company
Create and manage multiple contacts, companies, and groups
Display detailed customer information (name, number, agent notes, etc.) when a call is made or received.
Manage contact and company records through the ticketing system
Create and manage properties of contacts, customers, and companies
Easily find customers and their detailed information with any criteria.
Easily import or export customer and company data via Excel files.
Reports and Statistics
Call Center Performance
All calls are reported and analyzed. Basic information of every contact center is updated in a set time interval (Example: every 30 mins)
All agent-customer calls are recorded. They can be easily searched through any criteria. Recorded audio can be played as needed.
Detailed reports on agents’ activity, performance, and records.
Ongoing agent-customer calls can be monitored and controlled by supervisors
Monitor agents’ online status, activity, or call availability. Supervisors can directly change an agent’s status.
Able to monitor detailed information on customer queues. (incoming calls, answered calls, agents available)