A. Predictive Dialing
Description : With predictive dialing, QCall will automatic dial and transfer answered-only call to available agent. This provides a very productive environment for busy outbound contact center.
B. High Availability
Description : For large contact center, QCall can be installed as HA or clustering in order to increase system stability and reliability.
1. ACD (Automatic Call Distribution)
Description : Allow call to distribute to the right agent base on specified criteria such as agent skill, ANI, DNIS, customer priority, etc. The routing can be selected per agent group. There is no limit for number of agent group and number of agents within group.
2. IVR (Interactive Voice Response)
Description : This function can be used for automated service or guide the caller through the service provided by contact center. IVR enables for all trunks without any additional hardwares.
3. Voice Recording
Description : QCall provides 100% recording, which means every single call will be recorded, Voice recording is built into system, there and enabled for all agents without any additional hardware or wiring work. Additional data can be saved together with voice file such as caller id, customer name, contact reason etc. These data can also
4. Silent Monitoring
Description : This function allows supervisor to listen to agent’s conversation without any warning to agent or the caller. Multiple supervisors can listen to the same agent without any distort in sound quality.
5. Coaching
Description : Similar to silent monitoring but supervisor can talk to agent while listen to their conversation. Supervisor’s voice can be heard by agent only. This allows supervisor to guide agent interactively.
6. Real Time Web Monitor
Description : Supervisor can monitor agent’s activities and call traffic from web browser. All data is updated in real time. This allow supervisor or manager to monitor their contact center from anywhere either locally or remotely. The Figure below shows our real time report. Sample Screen
7. Voice Recording
Description : QCall provides 100% recording, which means every single call will be recorded, Voice recording is built into system, there and enabled for all agents without any additional hardware or wiring work. Additional data can be saved together with voice file such as caller id, customer name, contact reason etc. These data can also
8. QAgent Soft Phone
Description : QAgent is an SIP soft phone which is specially designed for contact center operation. QAgent can run from any PC with sound card and head set. There is no need for real telephone set or hard phone.
9. Remote Agent
Description : Agent can be on local network or from remote location. With QAgent soft phone, the remote agent is work out-of-the-box. The only requirement is a network connection—with appropriate bandwidth--to QCall server. Supervisor can manage this remote agent in the same way as local agent.
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