Voice is still the main channel and virtually every company around the world deals with the voice channel poorly. The result is reduced sales and lost customers. With TelOnline that will not be an issue. Including inbound, outbound and blended calls, with Automatic Call Distribution we make sure every call is routed to a qualified agent.
Maximize caller satisfaction with exceptional call quality and customizable voice features.
Although voice is still the main channel of communication, many other have emerged in the past years and have become incredibly present in customer’s everyday life. Thus, the urge of integrating them to every business in order to improve a customer experience to retain clients, and to attract new ones. With TelOnline, you have every channel integrated in a single multi- platform software, using a unified inbox.
WEB CALL BACK
To be able to properly evaluate a contact center's performance you should not only look at metrics but use other tools in order to have a proper analysis of all the agent’s interactions. The following, together with the metrics, give you a better insight to the quality and performance of your contact center.
As we know every customer is unique, we created development tools for them to be able to personalize everything. TelOnline is not only a product, but a development platform which enables us to adjust to every company's operations, assisting our customers to improve their service, increase productivity and reduce costs.
INTEGRATION & APIs
Agents usually had to be trained in the new applications used and they needed to switch between many of them.
The Software makes their work easier and simpler by integrating every channel and necessary features into one solution.
This allows you to offer the best experience to your clients in every interaction through any channel managing the interactions in a unified inbox.
Supervisors should be able to monitor all campaigns and interactions in real time and knowing exactly what is going on in the contact center.
Controlling what occurs between customers and agents during the interaction, and how well agents adhere to compliance and quality guidelines is critical to long-term success.
With the ability of managing the contact center in a centralized way, administrators manage security settings, assignation of agents to campaigns, generation of reports and with the ability of doing dynamic searches.
These and many other features for a more effective management of the contact center are included in administrator user.