Essential features of a high-end Smart Contact Center
Outbound Call Center
Deep integration
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.
Preview Dialer
Agents are able to preview customer’s information in the dialer anytime. A pop-up will appear for the agent from the customer.
Progressive Dialer
When a customer calls, a pop-up automatically connects to the agent - where they can choose to answer or not.
Predictive Dialer
Automatically calls a customers based on appropriate conditions, when a customers answers, the software rings the agents
Reports
Easily import customer data into excel files. Detailed overviews on real time reports and campaigns
Live Chat Management
Smart Distribution
Automatically distribute customer’s message to agents/departments based on various set rules (circle, agents’ skill and specialization, last agent connected with, account manager).
Chat Ticketing
Automatically create a detailed record - or ticket - for each conversation or missed message.
Automatic Response Bot
Answer clients automatically through pre-configured scripts
Reporting System
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
Customer feedbacks
Allow agents to directly reply to Facebook comments and messages from StringeeX
Keyword Ticketing
Automatically collect leads and create ticket records from comments containing specific keywords.
Zalo Official Account Management
Message Ticketing
Automatically create a detailed record - or ticket - for each conversation or missed messages
Ticket Distribution
Disseminate message tickets to agents/departments based on various set rules (sales manager, last agent contacted, online agent prioritization)
Contact Information
Automatically collect leads from messages
Email Management
Smart Distribution
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.
Email Ticketing
Automatically create a detailed record - or ticket - for each email. Senders are notified when their ticket is successfully received.
Records Management (Tickets)
Popup Notification
Automatically opens up relevant ticket whenever an agent receives or makes a customer call
Automatic Generation
Automatically create tickets for voicemails and missed calls
Designation
Assign and transfer tickets between agents and departments
Classification
Classify tickets based on ranking, priority, location, agent, etc; change ticket status
Information fields
Ticket information are dynamic, detailed, and customizable to suit the needs of the team
Classification
Classify tickets; priority ticketing; change status to the ticket
Contact Management (CRM)
Contacts and Company
Create and manage multiple contacts, companies, and groups
Customer Information
Display detailed customer information (name, number, agent notes, etc.) when a call is made or received.
Contact Ticketing
Manage contact and company records through the ticketing system
Dynamic properties
Create and manage properties of contacts, customers, and companies
Search Function
Easily find customers and their detailed information with any criteria.
Import/Export
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)
Call History
All agent-customer calls are recorded. They can be easily searched through any criteria. Recorded audio can be played as needed.
Agent activity
Detailed reports on agents’ activity, performance, and records.
Real-time Monitoring
Calls
Ongoing agent-customer calls can be monitored and controlled by supervisors
Agents
Monitor agents’ online status, activity, or call availability. Supervisors can directly change an agent’s status.
Queues
Able to monitor detailed information on customer queues. (incoming calls, answered calls, agents available)
