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Predictive Dialer
Use our predictive dialer to enhance the success of outbound campaigns. With the ability to call lists straight from your CRM with no manager interaction required, as well as automatic voicemail drop, answer machine screening, time zone and number type best call times, and local number presence, our predictive dialer can increase productivity by 300% and only connect agents through to live calls, leaving more time for actual sales activity.
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Click-to-Dial
Click-to-dial contacts straight from your CRM, save time dialing phone numbers and always connect with the correct number while never leaving the CRM environment.
Call Centre Software &
Advanced Telephony Features
Call Centre built natively in your CRM
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Pop Screen
Present caller details within the CRM to agents before the call is answered by them. Information, such as previous conversations, case history, marketing information and the web page your caller is looking at, can all be provided to enable agents to have more efficient and meaningful conversations with callers, which improve customer experience.
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Dynamic Marketing Routing
Route calls to agents with the most appropriate skill sets by understanding which products or campaigns customers have been viewing before calling you.
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Contextual Recording
Listen to call recordings straight from a contact or record within your CRM and understand the marketing that has driven that call, giving you more insight into why conversations happen.
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Call Tracker
With two way sync between CALLTRACKER ™ and your CRM, you will be able to view exactly which marketing has driven each conversation and understand the sale result of those calls. This also allows you to see sale, account, and opportunity data from within your favorite web analytic and optimisation tools, such as Google Analytics and DoubleClick. When you learn what drives the highest value sales, you can then make informed decisions about which marketing campaigns to assign budget to.
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Click to Cash Reporting
Gain a full view of reporting from the very beginning of your customers’ interactions with each piece of marketing, including the keywords they clicked on, through to how they contacted you, which agents they spoke to, for how long, and the products they bought.
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Interactive Call Queueing
Queue callers effectively and flatten peak periods of volume with the ability for callers to hold their place in the queue and get a call back when they are at the front, or choose a more convenient time for a call back.
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Visual IVR
Build data driven IVRs that are relevant to the customer who is calling, meaning you will always be presenting callers with the right options. IVRs can also be presented visually to callers on their mobile phone improving customer experience and making sure that customers are always connected to the correct department.
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CSAT Surveys
Gather customer feedback with customer satisfaction surveys and identify areas of your call centre that can be improved upon.
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Configuration Manager
Configure and make changes online without any need for IT support. Supervisors and administrators have the power to configure call flows, IVRs , queues and dialling lists, secure transaction processing, and post call surveys from an easy to use drag and drop interface.
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PCI - DSS Compliant Payment
Securely take credit card payments over the phone with Level 1 payments solutions to protect against credit card fraud with the highest level of payment security.
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Manage Multiple Channels
Allow agents to manage conversations and view customer interactions across multiple communication channels, and understand more about individual customer behaviour while gaining a deeper understanding of the callers needs as soon as they pick up the phone.
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Agent Collaboration
Agents can communicate within their team and with management from within their dashboard using the built-in chat feature.
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Agent Desktop
Easy to use agent desktop with single sign-on and custom call scripting agents can manage multiple channels, including calls, email, tweets, SMS, facsimile & chat.
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Monitoring
staff the call centre while maintaining quality standards. Managers have the ability to listen in on live calls, coach agents through Whispers or Barge In, and take over calls when necessary.
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Data Based Email Routing
Interpret the content of incoming emails to route to the best agent with the correct skill set.
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Unified Customer Interaction Record
Give agents a complete view of previous email threads to organise, assign and prioritise emails.
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Auto Suggestion
Take workload from agents by sending automatic replies based on email content with relevant suggestions and knowledgebase articles.
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Escalation Rules
Notification of escalation and follow-ups triggered to help achieve SLA targets and provide specialised handling for priority customers.
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100% Web-Based Email Management
Remote and easy administration, receive, parse, route and respond to high volumes of customer emails.
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Template Library
Empower agents with the right answers consistently. Help agents to respond to new or unique issues by automatically suggesting possible answers.
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Knowledge Base
Increase agent productivity with access to Knowledge Base.
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Live Chat
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Text chat
Text chat window that can be displayed on demand whenever agents are available. Access to Knowledge Base, establish multi website chat queues and allow web page push for agents to open product details or other helpful information in your visitors’ browser.
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Video
Use video chat for higher engagement with customers and offer face-to-face customer service. Decrease handling time for complex issues and improve sales.
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Text chat
Text chat window that can be displayed on demand whenever agents are available. Access to Knowledge Base, establish multi website chat queues and allow web page push for agents to open product details or other helpful information in your visitors’ browser.
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Click-to-Call
Turn live chat into a phone call with a single click, making customer service more efficient and maximising sales leads.
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Co-browse
Redirect your visitors to the right web page. Chat conferencing allowed between agents, supervisors, and customers in the middle of a session.
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Conference or Transfer
Conference in or transfer chat to other online agents for escalation.
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Canned Responses
Access to canned responses to improve agent consistency and efficiency.
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Escalation Rules
Only display available agents so that customers always receive a timely response.
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Proactive chat
Examine customer behaviour and proactively offer assistance to customers to deliver the right chat invitations to customers who need it.
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Channel Pivoting
Switch from chat to email, social or voice for seamless customer experience across channels.
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Customer Feedback
End of chat survey to gain customer feedback, leverage web analytics data, survey and forms to increase engagement and conversion rate.
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Web Callback Routing
When a website visitor submits a form, including a telephone number, our APIs automatically populate that number in a list within the Vocalcom dialer for an immediate call back to the visitor, and a live conversation with an agent. Improve productivity and increase sales by translating website visits directly to live conversations. Leads responded to within five minutes are 100 times more likely to be contacted and 21 times more likely to be qualified than those who are not.
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Targeted Offers
Deliver personalised messages and offers anywhere on your site. Create personalised experiences for customers based on previous interactions that drive higher sales.
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Geo Location Map
Understand location of prospects and customers to allow more targeted messaging for their online experience.
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Visual IVR
Instead of traditional voice-driven automated service, customers can opt for IVR menus to be displayed visually within mobile and web applications, without listening to endless menus and struggling with voice recognition. Visual IVR, whether it’s through a website or mobile app, is a great way to eliminate customer dissatisfaction.
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No Wait on Hold
Rather than wait on hold, a customer can click within a company's mobile or web application to request a return call from an agent. Call state information: agent wait times, queue position and other contact centre data can be pushed to the customers’ smartphone, tablet or desktop computer. So they can request a call-back and avoid hold time with one tap on their smartphone.
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Proactive Service Notification
Notify customers about account information or present personalised offers straight to their mobile.
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Sentiment Feedback
Tap into the voice of the customer by capturing real-time data and feedback at the conclusion of an interaction.
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Social Media Management
Allow agents to manage social media conversations from their Agent Desktop:
- Post offers directly to customers’ timelines
- Respond to customer queries on your social media platforms
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Twitter Social Selling
Identify Twitter conversations, regarding your product or industry, and push relevant offers to prospects in real time.
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Agent Assistance
Increase agent efficiency with pre-approved responses for commonly asked questions and suggested next best actions.
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Supervisor Display
Observe and coach agents with a built-in real time supervisory display.
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Rules Engine
Rules engine to automatically tag posts based on priorities that you define. Route posts to agents or agents’ groups so that the most effective response can be delivered.
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Social Media Monitoring
A single view of your customer activity across all social media platforms.
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Social Media to Website
Identify visitors on your site who have come from social media and offer personalised chat messages.
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Analytics & Reporting
Jet Interactive offers the most advanced contact centre reporting for social customer care. It provides over 25 out-of-the-box reports with the most popular metrics for adhering to service level agreements and offering brand insights.