Recording,ivr,acd With the basic voice access processing function of the call center, it is suitable for simple business applications and can be used as an enterprise switchboard.
STANDARD
Most customers' choices The standard call center version, including customer management incoming call pop-up screen, is suitable for general business applications.
ENTERPRISE
The complete version includes several enhanced functions, such as advanced ACD, e-ivr, intelligent transfer, sales order management, after-sales service dispatch management, etc.
PROFESSIONAL
That is, the development version, including all system level functions of the call center, and a complete system level SDK. The software company develops industry application management software based on this.
Programmable IVR, IVR that can connect to the background database.
Through the e-ivr intelligent voice query system, third-party developers can easily develop flexible IVR functions in the application layer，
For example, enter the bank card number and password by phone, and then automatically play the card balance
Transfer to automatic IVR again after the agent calls
IVR automatically queried by background database
Programmable IVR, such as changing password, registering, checking consumption details by date
*Automatically report the id of the agent before the phone is connected
Agent service satisfaction evaluation
Three party call, call hold, call recovery, forced busy, forced idle
Forcibly dismantle, forcibly insert, monitor, intercept, online help, emergency call
* Agent login, exit, show busy, show idle details query and statistics, show busy rate analysis
$ Agent quality inspection, score and comment on each scoring item
* The professional version needs to be integrated
$ professional edition does not include
* Operator automatic traffic average distribution ACD
* Call sequence transfer or round robin transfer
Blacklist filtering for incoming and outgoing calls
Mobile phone automatically transferred to duty on holidays or after work
$* mobile phone groups are allocated automatically on holidays or after work
Transfer to the designated agent when no one answers, and transfer to the designated agent when busy
Customers are busy with calls and queue up to play music
$ real time playback of queue number when queuing
No one answers or leaves a message automatically when busy
* Transfer to different agents in different time periods
* Transfer to different agents by agent skill group
$* the same agent can belong to a multi skill group
* The professional version needs to be integrated
$ basic version does not include
* Different IVR and ACD strategies for different external lines
* Transfer by outside line: call different numbers to transfer to different agents
* Regional transfer: automatically transfer different agents according to customers in different regions
$ transfer by agent id: automatically transfer the corresponding agents according to the agent id of the customer
* Memory transfer: transfer the last call or the agent with the most calls
* The professional version needs to be connected
$ professional edition does not include
Static TTS: play text directly in IVR process
Dynamic TTS: different TTS texts will be played according to different IVR dtmf keys
During the agent call, play a text to the caller in real time
* The professional version needs to be connected
$ professional edition does not include
Automatic synchronous digital recording, recording disk full alarm
Record in time, and designate the person or telephone not to record
Full recording alarm or automatic cleaning of old
Call recording / whole process recording / no recording
After the customer calls, the agent will transfer the call to the external mobile phone to realize the call between the customer and the external mobile phone
After the customer calls, the agent will transfer the call to the external mobile phone to realize the customer, mobile phone and agent meeting
After the agent calls out, he will transfer the call to the external mobile phone to call the customer with the external mobile phone
After the agent calls out, the call will be transferred to the external mobile phone to realize the customer, mobile phone and agent meeting
Second dialing: after the incoming call, the customer will enter the external number again and then call again
Call out manually through softphone or telephone
Outbound call after entering the number on the computer keypad
Outbound call after clicking the existing phone number with the mouse
External lines are used in sequence or rotation during outbound calls
Support analog or digital telephone outside line, sip outside line, group telephone virtual outside line
* Batch automatic outbound call, and automatically play text TTS, such as urging payment
* Batch automatic outbound call, and transfer to automatic IVR or agent transfer after connection, such as automatic marketing
Outbound call route: different agents use different outbound calls
Outbound call route: different lines are specified for outbound calls, which can also be shared
Fuzzy query call in / call out / queue / missed
Call summary real-time entry
Call record summary
Multi dimention summary analysis / trend analysis / comparative analysis
Various statistical analysis reports of calls data
Missed calls, call queuing failure,
automatic reminder when the recording disk is full
Task assigned reminder
Customer management, incoming call pop-up screen Functions List
Customer management, incoming call pop-up screen
Customer information allocation, sharing, import and export
Manage customer information and contacts, and automatically associate call records
Customer occupation, sharing, distribution, customer data permission setting, hierarchical viewing
* Call to pop up customer information and previous call records and summaries, manually pop-up the screen, and automatically pop-up the screen
* The screen also pops up when switching / grabbing, and the number of times is unlimited
Customer public pool, customers who have not completed transactions within a certain period of time are automatically recycled
Customization and reminder of customer conditions to be visited
Connection rate / call rate / busy rate / call loss analysis
Average queuing time / ringing time / talking time
Connect rate / abandon rate of queuing for N seconds
Statistics of key pressing regularity of each IVR menu layer
Function operation permission control. Different agent ids have different post operation roles
Data access permission control. Different agent ids see different data ranges
Different fields of a record can be subdivided into different roles to view permissions
Different fields of a record can be subdivided into different roles to modify permissions
Operator operation log record (login / exit / modify / delete / add, etc.)
Commodity classification and catalogue management
Sales order entry, payment and settlement details management
Accounts receivable, actual receipts, sales statistics and sales ranking analysis, etc
Call to pop up historical order sales record
Inventory management Manual inventory adjustment, automatic sales issue, and automatic return receipt
Inventory management and analysis
Point management, which can automatically generate points according to the order (it needs to be purchased together with the order module) member recharge and point deduction
Customer consultation, complaint task workflow management
typical problem solving can be transferred to the knowledge base
SMS work order / email work order / electronic work order
Automatically pop up the previous customer consultation and complaint records
* The telephone AI robot automatically orders
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*Customized
Distributed call center based on internet
Line access terminals can be distributed everywhere
agent answering terminals can also be distributed all over the world
Pure IP agents
Build enterprise private cloud call center independently
Process management of submission, review and return of knowledge base
Ranking of the hottest knowledge base by hits
Convenient knowledge base retrieval function
Hide some digits of the phone number in the software and then show it to the salesperson
Keep the salesperson confidential and don't take away the customer's phone number
The hidden number can be answered directly by clicking the call, which is confidential to the salesperson
Suitable for all kinds of software development companies
Suitable for all kinds of development tools
It is fast and convenient to integrate with other erp/crm systems
Note: the company reserves the right to interpret all the above functions.
Note: customers can also purchase some functions of the enterprise version on the basis of purchasing the standard version.
Note: special function options with (*) are provided separately according to customer requirements, not included in standard products.
The basic version cannot be equipped with the enterprise version function module, and only the enterprise version module can be added on the basis of the standard version.
Some functions of the professional version can only be fully realized after integration. The above functions and graphic data are for reference only and are not considered as contract offers
Welcome to LCall. As a professional call center system and solution provider, we have the industry-leading core technology of CTI call center platform, and are committed to using it products to help you improve work efficiency and reduce costs. Our core products include: full function intelligent call center system lcall, eivr intelligent voice query system, telephone robot, lcall voice notification system, call center middleware software LQ, etc
