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mic series small call center ivr voice navigation ● freely customize unlimited levels of welcome words, which can be changed at any time according to business needs. ● different ivr voice menus are set up/down and workdays/holidays. ● develop a special ivr process for caller numbers. ● combination of voice navigation, order management, and membership management. squad leader function ● monitor, intercept, insert, and demolish. ● mandatory checkout, forced busting, and forced business. ● set up and manage the permissions of the personnel in your team. seat function ● incoming, outgoing, grab, and transfer. ● show busy, show idle, check in, check out. ● three-way calling and recording inquiry. ● customer data entry and query functions. ● seat permissions settings, multi-level rights management. customer management ● completely customize customer information and adjust the display of customer information. ● users with different roles can see different information about the customer. ● support to shield customers' phone numbers and protect company resources. ● support fuzzy query, custom multi-condition query. customer complaints ● customize the complaint information. ● handling of complaints by designated handlers. ● complaints are set to schedule reminders. sales order ● product classification, product management. ● add or delete customer orders. ● the caller plays the screen to display the customer's order information. ● order status setting and management. call screen ● the system automatically pops up the corresponding customer data, history records and call recordings according to the caller number. ● supports multiple phone numbers for customers. any incoming call can be automatically identified. ● play screen hides or displays the customer's phone number. ● the content of the screen can be selected. you can choose to pop up customer data or work order data or other options. satisfaction survey ● supports automatic satisfaction surveys and manual satisfaction surveys. ● satisfaction survey inquiry. recording and inquiry ● all recordings and partial recordings can be set. ● you can set the recording file compression format and compression ratio. ● you can set recording viewing rights. ● collect and summarize call records, statistical analysis of agent traffic. ● fuzzy query, custom multi-condition call records. acd automatic traffic distribution ● attendants automatically allocate acds for automatic traffic. ● call forwarding or round-robin transfer. ● the incoming call goes to the filtered blacklist. ● supports group mode, where one group can be accessed by one or more agents. ● when no one answers, the designated seat will be transferred to the designated seat. ● the customer's incoming call is queued for music playback. ● call transfer: no one answers or is busy automatically leaving a message or switching to a mobile phone. ● automatically switch to a mobile phone or a mobile phone group on holidays or after work. ● different ivr, acd strategies for different outside lines. ● regional transfer: automatically transfer different seats according to customers in different regions. outbound call management ● prohibit or allow specified agent outbound calls. ● manually call through the telephone. ● automatically call after the mouse clicks on the phone number. ● use outside line in order of outgoing call or round robin. ● outbound route: different agents and agents use different external calls. ● outbound routing: outbound or incoming calls use different lines and can also be used together. ● support ip telephony. ● support click on the customer's phone number, automatically determine whether long-distance, whether you need to add an ip card number. telephone conference ● add or delete conference room. ● the administrator initiates the conference. ● invite attendees who need to attend the meeting. sms ● supports single and group sms. ● support sms template. ● support click on the customer's phone number to send text messages. statistical report ● traffic volume daily report/weekly report/monthly report. ● satisfaction report. ● customer statistics analysis. call performance analysis ● connection rate / call rate / busy rate / call loss analysis / ivr key statistics. safely control ● function operation permission control. ● data access control. real time monitoring ● operator operation log records. ● real-time monitoring of line and agent login status. ● call waiting queue monitoring. authority management ● agent rights management. ●custom field management. ●different permissions for different roles are set, and the accuracy of the permissions is accurate to the field level. ●page layout settings. automatic call ● support batch import of customer data book system through excel or txt text format. ● edit and set the outbound call plan. after the call is answered, the call is transferred to the seat. after the call is connected, the voice is automatically played. ● automatically filter invalid numbers such as space numbers. ● group outbound calls. each group can set up outbound call numbers and outbound call lines, and specify answering seats, etc. ● assign outgoing calls to idle seats only, and do not assign them to busy or separated seats. ● set the ratio of the agent to the outside line to automatically maintain the balance between the number of outgoing calls and the number of landing agents. ● make repeated calls to the specified number. ● automatically start the service and close the service at the specified time. schedule ● schedule reminder and distribution, single or periodic reminder settings. ● customer's follow-up plan is transferred to the schedule reminder. |