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Enreach

Business Phone Systems  

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Call centre within the company

For companies whose business involves a large number of calls, it is important to provide excellent customer service. To ensure quality standards, the use of professional and relevant systems is just as important as hiring qualified employees.  

The right solution will ensure the quality control of employees, automatic call flow management and efficient resource planning.  

The call centre solution consists of an IP phone exchange and a call centre platform.

Call centre functionality  

  • Reports
    A detailed overview of Call centre operation and efficiency. Possibility to view the data in different sections and export in csv format. The reporting system is WEB-based and all information is available online. A management tool is also available in the reports, which allows you to add new users, edit existing ones, add new Agents to queues, set call receiving priorities for them and other functionality.  

  • Standard phone exchange functions  Call forwarding, call interception, call hold, short numbers, etc.  

  • Call processing and organisation  
    To ensure service quality, the Call centre solution provides call control features, the use of voice mail notifications, restriction of outgoing calls and agent distribution in groups.  

  • IVR (interactive voice response)  
    IVR (interactive voice response) capabilities allow you to prioritise incoming calls by language or conversation topic, provide call routing based on business hours, assess service quality after the call, and manually or automatically activate emergency mode.  

  • Agent monitoring system  
    A quality assessment feature that provides the manager of the call centre with information on agent status, Call centre activity, real-time information about call centre load.  

  • Live Monitoring  
    A WEB-based system that displays information about the work of the Call centre in real time. The information can be placed on TV monitors in the Call centre or on the monitor screen for the Call centre manager.  

Call centre platform functionality

  • IVR (interactive voice response);  
  • Standard phone exchange functions (call forwarding, call interception, call hold, short numbers, etc.);  
  • Voicemail (call forwarding, call interception, call hold, short numbers, etc.);  
  • Working time control (the activity of the phone system in different modes, based on the company’s working hours and holidays);