CallSwitch Contact Centre
High performance
call centre solution
Contact Centre offers users exceptional levels of customer service at the same time as enhancing agent productivity.
Fully scalable, it offers real-time monitoring and queue stats at the same time as providing additional levels of management and administrator control.
Our Call Centre Toolkit uses the standard call routing features from the main CallSwitch product but with additional levels of management and control to produce complex and measurable call handling and agent performance.
The key features
CallSwitch Contact Centre’s innovative features can be leveraged to better meet the needs of Contact Centre customers. From real time queue stats to managed control, users will gain the competitive edge in their industry as they improve their approach to customer interactions.
Unlimited ACD Queues
A sophisticated queuing solution to
help keep customers on the line
Call Agents
Responsible for handling specific services efficiently
Comprehensive Reporting
Improve campaign success with reporting and analysis
Real Time Queue Stats
View what is happening in real time to improve your call strategy
Real Time Monitoring
Act on real time information during
every call
Soft Phone
Adopt desk phone or softphone or
toggle between both
Wallboards
Provide targeted updates for all your agents in seconds
Managed Control
Control of agent behaviour and supervisor intervention
Scalability
Fully scalable according to size and complexity
Communicator Editions
With Contact Centre, CallSwitch Communicator is offered in two varieties: Supervisor Edition and Agent Edition. They are designed to maximise workflow and efficiency of both call centre supervisors and agents.
Supervisor Edition
CallSwitch Communicator Supervisor Edition is a real-time hub for monitoring and managing calls and agents. It displays real time call and agent status and allows the supervisor to ‘enable’ and monitor agents. The supervisor can
receive alerts from agents seeking assistance and then monitor or intervene on the call. Also, multiple supervisor roles can be allocated and a supervisor can toggle their access to Agent Edition.
Agent Edition
On CallSwitch Communicator Agent Edition, agents sign to become active in a queue. An agent may set pause status, giving a ‘pause’ reason. The Agent Edition also displays the status of other selected
agents in their group and calls waiting in the associated queues.
Wallboard
CallSwitch Contact Centre’s wallboard provide simple, targeted information of all of your agents in seconds. They help keep supervisors up to date with situations as they develop, while allowing agents to remain focussed on the job at hand.
The Supervisor Edition provides a detailed personal wallboard on the user’s desktop. The data presented can be selected and the screen will scroll to show multiple queues.
Multiple supervisor roles are also available, which can be allocated by the supervisor and toggle their access to the Agent Edition.
CRM Integration
Our seamless integration with different CRM solutions and browsers brings together the functionality and features of your CallSwitch phone solution and inserts it into the applications that your customers use on a daily basis.
The average work day is full of managing customer calls and records using various sales and support programs. By integrating CallSwitch with your CRM system or browser, you can not only improve the speed and accuracy of working,
but can also dynamically pull up customer records and information at a time when you need them most.
Our platform is plug-and-play ready for integration via RESTAPI with Salesforce, Microsoft Dynamics, SugarCRM, Bullhorn, Zendesk, ZOHO, VTiger Pipedrive and Suite CRM. The CRM functionality provides screen popping of the chosen CRM and integrates it with certain desktop features such as desktop contacts searching.
