Streams built-in Call Center provides unlimited enterprise-level queuing and distribution of incoming calls based on intelligent routing algorithms. Use Streams call center for powerful inside sales management or provide best-in-breed support using Streams call center capabilities. With advanced features such as built-in customizable analytics, skills-based routing, supervisory modes (Silent listen, whisper and barge-in), customizable call recording and fully integrated file sharing and web meeting capabilities, Streams Call Center can take your enterprise sales or support teams to the next level.
We have over 200 Streams cloud Call 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 Streams advanced Business Intelligence capability, we have real-time performance notifications across all our agent groups, enabling us to drill down and monitor agent and Call Center performance in real-time.
Real-Time Business Intelligence Built-In
Take your business to the next level with Streams advanced real-time business intelligence capability which allows you 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 intelligence 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 to 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 Streams real-time business analytics, your business can be optimized for peak performance in real-time. Click here for more information.