Included all the features of a complete Call Centre system, plus Ticketing, Managing Contact.
12 custom data objects
30 custom data fields per object
Storage capacity: 2GB/user
Unlimited email notifications per day
Unlimited records
20 processes
Unlimited processes instance*
Minimum 5 users
A tailored service plan for large teams with advanced customer support operations.
Unlimited custom data objects
Unlimited custom data fields per object
Storage capacity: 30GB/user
Unlimited email notifications per day
Unlimited records
Unlimited processes
Unlimited processes instance*
Minimum 5 users
Phone setup and inbound call management | ||
| Set up a range of phone number types (1800, 1900, landline, mobile) | ||
| Interactive Voice Response (IVR): identify, segment and route callers to the most appropriate queue | ||
| Allow callers to leave voicemail when all agents are unavailable or outside business hours | ||
| Configure call recording for each queue, hotline, or inbound/outbound call | ||
| Grant outbound dialing permissions to each agent and hotline | ||
| After Call Work: give agents wrap-up time to complete follow-up tasks after each customer interaction | ||
| Manage portal accounts | ||
| Manage groups | ||
| Manage queues | ||
| Manage IVR | ||
| Manage hotlines | ||
| Manage greeting messages | ||
| Manage the blacklist | ||
Agent call handling | ||
| Automatically and manually change agent status | ||
| Hold calls and configure on-hold music | ||
| Mute calls | ||
| Transfer calls to other agents | ||
| Transfer calls to another queue, phone number, or IVR | ||
| Add agent to conference call | ||
| Optimize call-out fees by automatically dialing from the phone number that has the same telco as customer's number | ||
| Free internal calls (App/Web/IP Phone) | ||
| Auto answer call | ||
| Call history | ||
| Setup coaching group | ||
Supervisor controls | ||
| Answer any in-queue calls | ||
| Silent call monitoring | ||
| End agents' calls | ||
| Takeover agents' calls | ||
| Supervisor transfer agents' calls to other agents | ||
| Call whispering | ||
Call routing and queue management | ||
| Distribute calls to the agent in charge of the customer | ||
| Distribute calls to the last agent supporting the customer | ||
| Prioritize and categorize groups of agents based on their skill sets, then distribute calls accordingly | ||
| Configure specific extension numbers for agents so customers can call a specific agent directly | ||
| Customize waiting messages, welcome greetings, queue to voicemail, maximum queue size, and waiting time limit | ||
| Configure call ring time to agents of each queue | ||
| Set priorities in queuing for VIPs | ||
Ticketing | ||
| Automatically open a ticket when a call is made or received | ||
| Automatically convert voicemails into tickets | ||
| Automatically convert missed calls into tickets | ||
| Create tickets through API | ||
| Transfer tickets between departments and agents | ||
| Information fields dynamic tickets | ||
| Categorize and prioritize tickets | ||
| Create ticket filters | ||
| Track progress of a ticket by status | ||
| Triggers and automations | ||
| Realtime notification when there is any update on the ticket | ||
| View ticket modification history | ||
| Add tasks on tickets and receive reminders automatically | ||
Contact management | ||
| Create and manage multiple contacts, companies, and group contacts into companies | ||
| Display all information, notes and phone numbers of customers who call in or when agents call out | ||
| Manage tickets related to customers and companies | ||
| Search for customers' information | ||
| Import and export customers' data | ||
| Merge contacts | ||
| Call and send SMS for contacts | ||
| Categorize customers into different priority levels in queue | ||
| Create contact filters | ||
| Hide and unhide contact information | ||
| Add and remove contact information | ||
| Add tasks on contacts and receive reminders automatically | ||
| Duplicate rule for contacts | ||
Security and administration | ||
| Enable two-factor security when logging in | ||
| Setup role and permissions for all users | ||
| Audit log | ||
Reports and analytics | ||
| Call analysis, statistics and reports: call history, peak hour traffic, talktime, call status, queue, end-call reason, and more | ||
| Call history, search history by any criteria, listen to recordings | ||
| Report on inbound productivity by time period | ||
| Report on ACD productivity | ||
| Report on agents' performance | ||
| Report agents' efficiency | ||
| Report on agent status | ||
| Report agent by ticket fields | ||
| Ticket statistics and reports | ||
| SMS statistics and report | ||
Realtime monitoring | ||
| Monitor calls | ||
| Monitor chat | ||
| Monitor agents | ||
| Monitor queues | ||
| Monitor PBX's performance | ||
Feature modules | ||
| Voice Call features | ||
| Ticket features | ||
| Contact features | ||
| Sync telephone directory | ||
Begin transforming your operations and gain full control of your work management system.
Cogover