Mine benefits of the XRM® Contact Center

• Telephony (WebRTC Softphone)
• Recording system

The system contains 3 server communication channels and 1 operator’s. Entries are encrypted according to the PCI-DSS certification. All conversations are recorded and added to the event card.

• Routing

The center of the call center contains an ACD (Automatic Call Distribution) module based on FreeSwitch technology. Provides online operator account status, load statistics, distribution methods for incoming and outgoing traffic, IVR tags and IVR groups.

• WFM (Workforce Management)

Control and prediction of the load, timetable of the call center. The module includes the system of "Evaluation Sheets" for assessing the quality of the operators and the mobile application in which there is a schedule of 3 months and report.

• Outbound call

4 types of built-in functions: Automatic (with the ability to automatically dial and read IVR branches). Progressive (automatic dial with pre-lock). Predictive (automatic dialing and connection; the number of outgoing channels is calculated by the Erlang curves). Single Call (preview of the calling card with the subsequent auto-dialing).

Learn more: https://crm.ua/en/xrm-contact-center