!General Info
Call Center Pro is an additional service to our Unified Communications solution,
with a wealth of smart features.
What is Call Center Pro?
The Call Center Pro solution is a set of add-on services that give you additional PBX functionalities and rich insights to improve your call center's workflow and increase customer satisfaction.
Call Center Pro is used for extended statistics and queue functionalities. It's perfect for call- and contact centers that want a more robust solution for managing calls and stats – resulting in a more efficient workday and smarter staffing.
Why Call Center Pro?
One of the biggest problems that call center managers face is agent planning. They need advanced insights to ensure efficient staffing. A lack of insights makes it difficult to optimize the number of agents and their working hours for the customer call traffic.
Customers expect their issues to be resolved as quickly as possible. Without additional PBX functionalities, the agents' workflow is inefficient, negatively impacting customer satisfaction.
The solution? Call Center Pro.
Features
Level up your customer support with Call Center Pro.
Improve your call center's workflow and increase customer satisfaction.
Delayed groups
Add more agents in waves. If the primary group doesn’t answer the call, engage the second group after a certain number of seconds.
Run URL/Call widget
One-click search of caller information in existing web-based CRM or ERP systems provides detailed customer profiles and notes. All while on the call.
Callback/On-hook waiting
Instead of forcing customers to wait on hold, have an agent call back when it is that customer's turn. For example: "you are in place 5. Press 1 if you want us to call you when it is your turn".
Wrap up
Allow agents time for post-call processing before they receive their next call.
Pause system
Agents can create a custom profile with a "pause" feature. With the click of a button, agents can temporarily pause their queue/group membership to not receive calls for a while. This gives them time for back-office work without losing their seat.
Automatic logout
When an agent does not answer or remains in inactive mode for a long period of time, the system automatically disconnects them from the queue or hunt group.
Co-listening/Call monitoring
Listen in on colleagues' calls in real-time – a highly sought-after function for educational purposes. Now you can do it without being next to each other.
Live dashboards
Dashboard with live data. Monitor service levels, average hold time and calls abandoned from a live dashboard – both from a hunt group perspective and an agent perspective.
Unified statistics
ALLOcloud offers a complete statistics overview with in-app stats, reports in Admin and Power BI stream.
Resources & FAQ
Frequently Asked Questions
Do I need to install additional software?
No, you just need to activate the license and the Call Center Pro features will automatically appear in the apps.
Do I need to install an additional software?
No, you just need to activate the license and the Call Center Pro features will automatically appear in the apps.
Do I need a Unified Communications license to use the Call Center Pro features?
Yes, it’s an added value set of features that you can add to Users who need them.