Every essential feature of a high-end call center
Live Chat feature
Automatically distribute chat
Distribute chat to Agent/ Department following various sets of rules: circle, Agent's skills, last met Agent, account manager, etc.
Tickets
Create a ticket for each chat session. Create a ticket for each missed chat
Automatic answering bot
Automatically answer using pre-configured scripts
Reports
Create overall and detailed reports on chat history: chat volume, number of missed chat, average answering time, etc.
Manage & monitor chat history
Supervisors can manage, monitor chat in real time
Send photo/file in chat
Allow Agent/customer to send photos, file (pdf, word, excel, zip, png, etc.) during chat.
Facebook Fanpage management feature
Manage Facebook comments/ inbox
Automatically retrieve Leads from comment/message and distribute to Agents
Customers' feedbacks
Allow replying to comments, messages on Facebook right from StringeeX
Create tickets according to keywords
Automatically retrieve Leads and create tickets from comments containing specific keywords
Email feature
Automatically distribute emails to Agents following priority rules
Distribute following sets of rules (see sales manager, see last agent, prioritize online agents, etc.)
Send and receive file
Allow sending and receiving attached photos and file. Receive and send Rich text ( Word file). Send CC, BCC emails
Create & manage email
Automatically create tickets for emails. Notify sender when a ticket is created successful.
Records Management (Ticket)
Popup
Automatically open the relevant ticket when the agent receives a call or calls the customer
Automatically generate tickets
Automatically turn voicemails into tickets, turn missed calls into tickets
Assign tickets
Transfer tickets between departments and agents
Classification of tickets
Classify tickets; priority ticketing; change the status of the ticket
Information fields
Ticket information fields are dynamic, customizable to suit your needs
Classification
Classify tickets; priority ticketing; change status to the ticket
Manage contacts and companies (CRM)
Contacts and companies management
Create and manage multiple contacts (personal customers), many companies, group of contacts into the company
Display customer information
Display customer name, phone number and all notes on that customer when customer calls in or agents call out
Tickets
Manage records related to contacts, companies through tickets
Dynamic properties
Create and manage dynamic properties for contacts, clients and companies
Search
Search customer information by any criteria
Import/export
Import/export customer data via Excel
Reports and Statistics
Call Center Performance
Report calls, basic information of 1 Contact Center updated once each time interval (for example: every 30 minutes)
Call History
Call history, search by any criteria, listen to the recording files again
Agent reports, tickets
Report on Agent's activity, Agent's performance, report on the record
Real-time Monitoring
Monitoring Calls
Allow monitoring details of ongoing calls, which agents is participating in each call and controlling those calls directly
Monitoring Agents
Allow monitoring details of which Agent is online, active status, participating in a call or not. Can directly change an Agent’s status
Monitoring Queues
Allow monitoring download details of queues: how many calls are ringing, how many calls are being answered