System functions of call center
We LCall divides the functions of the call center system into IVR, e-ivr, ACD, intelligent transfer (Advanced ACD), agent management - basic type, agent management - enhanced type, intelligent outbound call, intelligent outbound transfer, recording, TTS speech synthesis, incoming call bounce screen, knowledge base, etc. according to its own call center product features.
IVR
Interactive voice response (IVR), also known as voice navigation and welcome words, is a system that uses pre recorded or synthesized voice for automatic telephone response, providing a function of menu navigation for customers when they connect (incoming and outgoing calls)
E-IVR
Easy IVR is an enhanced IVR, which can be complex programmed IVR, also known as self-service voice query system or telephone voice query system. It can interact with background database data, including third-party interfaces, such as card number input, password verification, balance check, and integral check.
ACD
ACD (automatic call distribution) is to transfer the incoming calls to the correct agents according to specific transfer rules and allocation policies. ACD embodies the intellectualization of call center and is an important sign that call center is different from general hotline system and telephone recording system.
Intelligent transfer
Intelligent transfer is a call center function with more intelligent characteristics developed by xiaolinghu on the basis of general ACD.
Seat function - Basic
The basic functions of the agent, such as outbound call, answer, transfer, scramble, show busy, show idle, monitor.
Seat function - enhanced
More professional call center features such as: automatic job registration, three-party call, call hold, forced insertion, forced disassembly, monitoring, etc.
Intelligent outbound call
Intelligent outbound call is an indispensable function module of modern enterprise marketing and customer service center. LCall outbound call features outbound call routing, outbound call task management, start / pause / terminate, timing / retry / traffic prediction, outbound call docking interface, etc
Intelligent forward
The agent will transfer the incoming call to the number mobile phone outside the system. For example, the agent will transfer the incoming call to a master mobile phone in the outfield to realize online answer, and realize meeting and recording.
Recording
The LCall voice recording function adopts digital recording technology and powerful denoising processing function, which ensures that the small voice recording function has high stability, reliability and security, supports PCM, A-rate, MP3 and other formats, and supports up to 8 times compression.
TTS
Text to speech text to speech synthesis technology, which directly converts text into corresponding audio files or audio streams. LCall combines TTS technology with the call center system to realize voice interactive dialogue, product introduction and other voice broadcast content.
Screen PopUp
Incoming call pop-up screen refers to that the system will automatically pop up the relevant information of the incoming customer when the customer dials the LCall system. LCall incoming call pop-up screen has the characteristics of cross platform and easy deployment, and adopts original patented technology, patent number ZL 201811508883.1
Hidden phone number
Hide some digits of the phone number in the system and then show it to the salesman, so that the salesman does not know the final number of the customer. However, you can dial the customer's phone number in the software to protect the customer's privacy and prevent the salesperson from taking the customer's number away.
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