Platform capabilities for organizing contact centers

Telephone calls received by the company are distributed only to employees ready to process requests. Status updates are also necessary for control of personnel work.

Allows you to receive and make calls from the operator’s workplace, hold and forward calls, and switch between several simultaneous calls.

Displays both calls missed by the operator and calls processed by him/her with the ability to listen to recordings of conversations.

Displays information to the operator about the availability of colleagues. The tool will prevent switching customer calls to employees who are absent from the workplace.

If there are a large number of operators waiting in the queue, clients can leave call back orders. The system displays call back requests.

Agents are assigned qualifications based on their ability to handle certain types of calls. Each operator can be assigned to different areas based on their quality assessment, and depending on their level of knowledge calls will be allocated to them.

These share information with the operator about the availability of colleagues. This option will prevent switching customer calls to employees who are absent from the workplace.

If the operator needs advice from their manager, s/he can send him a request for immediate assistance. The supervisor, having received a notification, joins the conversation in eavesdropping, prompting or intrusion modes.

Displays both calls missed by the operator and calls processed by him/her with the ability to listen to recordings of conversations.

The module provides automation for processing mass calls with the participation of operators. The platform automatically dials users and, if they are available, transfers the call to employees. Preview, Progressive and Predictive calling modes are supported.

When a call comes in, the operator opens a card containing the information necessary to process the call. The information displayed is individually customized for the project.

A dialogue script is an automated assistant that eliminates the possibility of an operator making a mistake when talking with a client. The script structures information and generates answer options that help employees conduct the dialogue.

There is summary information for every client who has contacted the company: a common history of his/her calls, messages and letters. Thus, no matter what communication channel the interaction is carried out on, the information about the interaction is stored on the platform.

Letters received by the company can be processed automatically by scripts, or forwarded to employees for preparation and sending a response. IMAP and SMTP protocols are supported.

Designed to effectively manage operator schedules. There are means for creating fixed and flexible schedules, analyzing their effectiveness, as well as monitoring labor discipline and generating reports.

The supervisor panel contains information for operational monitoring of call center work. The manager is shown information about calls, status queues, the number of operators in various statuses, service levels and other information necessary to make informed decisions about the distribution of resources.

The INCOPLAX platform has built-in support for the different messaging platforms. Admissions messages, depending on the settings, are processed by the messenger bot automatically, or are distributed in a queue to employees for their manual processing. The entire message history is stored in an internal database.

The platform contains dozens of reports on the contact center’s work. Reports are available by queues, operators, conversations for different periods of time, analytical indicators by queue: SL , AWT , AHT, FCR. In addition, it is possible to create personalized reports using information from databases.