We have over 200 cloud contact center seats with PanTerra. We especially like the skills-based routing and agent training/assist features with whisper, barge and monitor. Selective-call-pull from queue enables us to better prioritize our premium client calls. With PanTerra's advanced Business Analytics capability, we have real-time performance notifications across all our agent groups, enabling us to drill down and monitor agent and contact center performance in real-time.
Real-Time Business Analytics Built-In
Take your business to the next level with CloudUC's advanced real-time business analytics capability which allows your to monitor, react and adjust to business in real-time! Set up over 100 Key Performance Indicators (KPIs) or Service Level Agreements (SLA). Monitor call center call queues, call center agent efficiencies or any user in your company. Measure queue lengths, call talk time, missed calls, idle time, handled calls and more. Set measurement intervals, threshold values, operation types and interval definitions. If a metric is exceeded, the offending queue or user is flagged red in the Unified Live Monitor (ULM) instantly, alerting supervisors to take immediate action. Notifications can also be sent via IM, email or SMS too. Additionally, periodically scheduled or ad hoc analytics reports can be generated and sent to supervisors as well.
Imagine being able to know instantly when customers have been waiting in a call queue for more than a minute and be able instantly pull a customer out or add agents to reduce customer wait time. Know instantly when a support technician has been on the phone for more than 20 minutes and whisper into their ear so that you can give instant feedback on how to be more efficient when handling a support call. With CloudUC's real-time business analytics, your business can be optimized for peak performance in real-time. Click here for more information.
WorldSmart provides a number of advanced contact center features found only on high end contact center solutions. These features and capabilities add convenience to customers calling in as well as improve efficiency and productivity for agents. WorldSmart's contact center service improves the customer's experience with sophisticated contact center features like Push Customer to Agent, Customer Call Back and Pull Caller Out of Queue.
Push Customer to Agent gives more control for supervisors to direct important or critical customers that are in the queue to an agent immediately. This ability improves customer satisfaction and can dramatically lower customer frustration levels, especially for your more important customers. It is this level of sophisticated customer control that sets WorldSmart's contact center service apart from others.
Customer Call Back eliminates the need for a caller to wait in a queue until an agent is available! It allows a caller to enter a phone number (or the system grabs CallerID if available) where they can be reached and then hang up. When their place holder reaches the front of the queue and an agent is available, WorldSmart calls the customer back, saving them from having to wait in the queue for the next available agent! This feature significantly increases customer satisfaction (and can lower customer frustration too).
contact center Call Back Feature Keeps Customers From Waiting On The Line!
Selective-Call-Pull, allows an agent to selectively pull a caller out of the ACD queue no matter where in the queue the caller is. The agent can see the caller's CallerID information. This is useful if a priority customer is identified or if a particular agent needs to connect immediately with a waiting caller.
Contact Center Grab Caller Out of Queue Feature
WorldSmart's ACD call queuing is a sophisticated queuing system that enables your contact center to accept more calls into your PBX than your agents are capable of answering at any one time. It is ideal for managing and distributing incoming calls so you can give your customers that extra added attention. With ACD call queuing, you never lose a customer because your agents could not answer the call. Your customers are answered automatically and held in a queue while all your agents are busy. While waiting for an agent, customers receive a greeting message followed by on-hold music. WorldSmart's ACD call queuing is user-friendly and offers web based access for easy setup and customization to fit your business needs, such as setting up multiple call queues. Multiple routing algorithms allow you to tailor the contact center to your business and agents, including ring all, round robin, longest-time idle, random, next available, fewest calls and skills-based. Skills-based routing is a powerful method that allows you to associate agents with particular skills and route calls based on those skills.
Once answered, an agent can even transfer a caller to another queue (like from Sales to Support).
WorldSmart's Contact Center Call Queuing key features include:
- Automatic answering
- Music on hold
- Web-based management
- Multiple routing algorithms including ring all, round robin, longest-time idle, random, next available, fewest calls and skills-based
- Call queuing on/off configurability
- 10 call queues included (more available as add-ons)
WorldSmart's cloud-based virtual Contact Center has advanced features that help companies train and improve agent performance. These set of Supervisory Modes include: Silent Listen, Whisper and Barge-in capability. With Silent Listen, a supervisor can listen in to any agent's current phone call for evaluation and feedback. With Whisper, the supervisor can actually whisper into the ear of the agent without the caller hearing anything. This can be very useful for on-the-job training of agents. Finally, Barge-in allows supervisors to break into a call and take over the conversation. These modes can be initiated straight from the real-time unified live monitor group within UCC.
ACD Supervisory Modes are Built Right into Unified Live Monitor and UCC
A key feature of WorldSmart's supervisory modes is that they can be applied to ANY user in the company, not just ACD agents. That means sales management can supervise sales trainees more effectively and customer support supervisors can manage their support team in real time. In addition, both inbound and outbound calls can be supervised.
WorldSmart provides a variety of recording solutions for contact center agents and supervisors. Agents can elect to record inbound or outbound calls from their handset, softphone or mobile phone with a simple key stroke and recorded calls can be seamlessly transferred between handsets, softphone and cell phones mid-call. Calls recorded will be stored in the agent's shared storage along with emails, voicemails and digital faxes for later play back, search and sort.
Agents can set up 3 recording modes within WorldSmart: static recording, which records all calls in a scheduled work day per user; random recording, which is a selectable percentage of calls to record; and on the fly recording, which is always ready for any user and any portion of a call. Contact Center Supervisors set the recording mode for each agent. Supervisor’s use a web based Unified Command Center to set random and static recording modes and to control, as well as initiate, on the fly recordings. All calls being recorded have a visual representation of that status in the UCC graphic panel along with callers ID and queue name.
Contact Center Supervisors can select the call recording mode from the UCC interface
Contact Center Supervisors can actively monitor which calls are being recorded in real time
With WorldSmart's call recording service, you can record both inbound and outbound calls using one of three recording modes. You can optionally set whether a "recording beep" tone is played to either party separately.
With WorldSmart's call recording service, you never have to worry about running out of storage or losing all your recordings because of a PC failure at work! All WorldSmart recordings are stored in the cloud on reliable, redundant storage servers. Any and all recordings can be downloaded to your local PC at any time.
WorldSmart's cloud-based virtual Contact Center is unlike other "overlay Contact Center" solutions. Other Contact Center solutions do not integrate or interact with any of your existing PBX and other communications services, which can be frustrating and time-consuming for agents to deal with. For example, your agent might be on an outbound call, when their phone starts ringing because the "overlay Contact Center" solution didn't know they are on an outbound call and routed an incoming call to them. This is frustrating for both agents and customers since the agent gets interrupted while on a call and the customer waits longer in queue to reach an available agent.
With WorldSmart, the Contact Center solution is fully integrated with all other WorldSmart services, including PBX, conferencing, real-time presence, collaboration and messaging services. WorldSmart's Contact Center solution is fully aware when an agent is on an outbound call and routes an inbound customer call correctly. In addition, the real-time live monitoring feature of WorldSmart's Contact Center solution includes non-Contact Center calls such as extension to extension and outbound calls so that a supervisor can see all calling activity for an agent. Finally, having a common user interface for administration and management for agents and employees reduces IT complexities.
Live Monitor and Reporting
WorldSmart's Advanced Cloud-based Virtual Contact Center delivers high-end features such as real-time Live Monitor and Detailed Agent Reports. Both features help in-house contact centers optimize and fine-tune their resources so that they can provide the most efficient and effective service to their customers.
PanTerra's enterprise-wide ACD provides sophisticated real-time live monitoring and is available from any Internet browser. Both inbound and outbound calls can be monitored and displayed. In addition, you can interact with the live monitor, such as pull a caller out of queue and connect instantly with them.
PanTerra's enterprise-wide ACD provides sophisticated real-time reporting and is available from the easy to use browser accessible administration portal. Both inbound and outbound calls are monitored and available in the reports.
Detailed Call Queue Reports for Each ACD Queue
See Answered Calls Statistics Per Agent
Analyze Detailed Call Records Per Agent