PROCOM Call Center is a powerful, robust, flexible, and easy to use solution designed for automation and efficient management of call centers, allowing real-time collaboration and improving productivity between agents and supervisors through a unified and renowned application .
It is designed to manage inbound and outbound call campaigns through an agent console that is easy to use, a call management interface, all of which makes it a powerful solution for Call Centers.
Features
- Web Administration
- Do-Not-Call List Support
- Support for breaks generation and configuration
- Support for integration of external application (CRM, forms) during campaigns
- Support for forms design
- Support for generation of scripts by campaign and by queues
- Storage of attention script
- Support for retries in outgoing campaigns
- Support for reports exporting to spreadsheets, PDF, and CSV
- Web-based agent console
- Support for call transfer from console
- Ability to place a call on hold
- Support for ingoing and outgoing campaigns
- Support for call schedule in outgoing campaigns
- Support for call schedule assigned to the same agent
- Support for call back login
- Execution of multiple simultaneous campaigns
- Monitoring of agent assigned to a call
- Support for call recording by queues
- Predictive dialing
- Support for configuration of short call threshold
- Maximum wait configuration of a dialed call
- Support for activation/deactivation of prediction
- Automatic calling from a list of numbers
- Asynchronous events assignment
Reports
- Breaks/rests reports
- Call's detail
- Calls per hour
- Calls per agent
- Wait time
- Login Logout
- Ingoing successful calls
- Calls per hour graph
- Agent's information
- Trunks used per hour
- Agents monitoring
- Ingoing calls monitoring
- Campaign monitoring