Completely on-line functional and affordable handling and management of call and contact centers, without needing to buy and install hardware on the premises and “depend” on specialized technicians for system start-up and maintenance.
Creation of a limitless number of users in order to build a more or less complex call or contact center with one or more sites.
Access to the Operator panel for correct management of caller or called party registration is easy and intuitive, with the option of sending SMS, faxes, and e-mail in order to complete or support telephone operations.
An additional option for the creation of an inbound call or contact center that is perfectly integrated within CRM on the cloud.
This option is flexible and scalable based on individual need scenarios, consisting of one or more geographic VoIP numbers with a pre-selected prefix, tools for the handling of various products, different strategies, multiple media, or multiple tasks.
In order to optimize work and improve flows, channels represent a further possible choice for the correct configuration of an inbound call or contact center, rationalizing resources used and calls received, guaranteeing strong support for the assessment of service quality.
An additional option for the correct configuration of an outbound call or contact center, mainly for sales and telemarketing.
The support of VoIP, with the advantage of the best prices for domestic and international calls to landlines and mobile phones, offers an immediate tangible advantage for the management or the creation of a call or contact center without any need for new telephone lines.
The telephone taskbar is integrated in the Agent’s panel; this guarantees maximum quality for the routing of calls and reduces start-up time.
The optimization of the Agents’ work is structured and differentiated by three types of dialers that allow the correct handling of the flow of calls based on the type of activity of the call or contact center.
The Preview Dialer function, with manual handling of calls, allows for more time to obtain information about the contact for a given call.
The Power Dialer manages from 1 (Progressive Dialer) to 5 outgoing calls automatically, maximizing the number of useful contacts. This is useful for anyone who needs to access a large number of registered profiles within a short time.
The Predictive Dialer guarantees automation in line with the time frames of each individual call center and a clear increase of valid calls.
EasyCall offers constant monitoring of the progress of work, campaigns, results, and appointments scheduled for agents, guaranteeing real-time inspection of the flow of incoming calls broken down by parts of the day.
For the correct management and expansion of call or contact centers, the manager or a person in charge of managing the operators’ work can use monitor and whisper listening during conversations in order to intervene directly or suggest corrections or provide instructions silently.
The maximum quality provided by EasyCall fits perfectly into all sorts of host environments and guarantees flexibility and maximum control of sales, telemarketing, appointment setting, assistance, customer care, virtual secretarial services, and post-sales service activity.
Arranging appointments for agents is optimized by a geo-dialing system, which allows the operators to view the profiles present in the relevant area for the agent, guaranteeing maximum operational capacity.
Geo-dialing is combined with geo-referencing, a completely integrated calculation system that facilitates the gaps between an appointment and the next one, providing quick improvement in agents’ activity. Geo-dialing considers the distance between the addresses for individual appointments by locating them on a map.
The geo-dialing and geo-referencing systems reduce the margin for error linked with the activities handled by the operators and optimize the agents’ work, by guaranteeing a good sequence of appointments and more productive working days.