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REST API is a way for websites and web applications to interact with a server. With the REST API command, you can do the following:
creating/deleting a user;
adding/removing a user to a group;
changing user status;
adding a task to a group;
changing the priority of an operator in a group;
changing the priority of the operator for the position;
adding a client to the CC database etc.
A useful option that allows you not to lose a single client and has a positive effect on the company's image. By allowing customers to request callbacks, you let them know that you value their time (having this feature shows that customer convenience is a priority for your company). Also, by using this feature, you show the desire of your company to improve customer service in all possible ways. And with the help of this feature, your specialists will be able to provide comprehensive support (competent and individualized) every time - without rushing anywhere and without making mistakes due to the stress of a huge call queue. Information about an incoming call comes to the manager in turn and is configured very easily and simply.
This option allows you to optimize the work process as much as possible and positively affects the image of the company. Having phoned the company, a person will not have to wait a long time to connect with the right person, switch from manager to manager, etc. The option allows you to connect the right specialist to the conversation and discuss all the details of working on the project at once, for example.
Maintaining the order of incoming calls is very important, because the level of customer loyalty directly depends on it. This is useful for those companies that receive a large stream of calls at the same time. Instead of short beeps, the caller will hear information that the right specialist will answer him in a few minutes. As soon as the operator is free, the system will automatically connect him to the client. At the same time, the company itself can choose the most optimal method for processing incoming calls in the queue. For example: everyone calls, the phone of the employee who received the fewest calls rings, the call goes to the employee with the highest priority, random dialing, and so on. The optimal scenario will save time for processing 1 application. The load will be distributed evenly, according to the needs of the company. Benefits: automation of workload distribution between employees, flexible configuration of communication scenarios with the client.
Today, in every niche, competition is high and no one wants to lose customers. Agree, if a person dials a company number, and in response he hears only beeps or silence, then he is unlikely to dial it again. In addition, in the frantic pace of life, not everyone keeps track of time and sometimes they simply don’t think about the fact that we are at 10 pm and the employees of the online store have long been resting at home, etc. This option allows you to build interaction between the company and the client in the most comfortable way for both. If someone calls after business hours, the auto attendant can play a different greeting and handle the call differently. For example, voice the company's working hours and say that the employee will contact you in the near future. The same goes for processing calls on holidays. Receiving specific information, rather than beeps or eternal waiting, enhances the company's image in the eyes of the client.
This is an answering machine robot that takes calls from customers 24/7, gives them the necessary information about the company's work schedule, attractive services, and directs calls to employees or departments. IVR is needed to process incoming conversations without human intervention and reduce the load on the call center (increase productivity). It also allows you to solve the problem:
Increases customer loyalty. The client receives a quick answer to his call and hears a live greeting - no waiting and all when it is very convenient and on time.
Informing. Expecting that the buyer will receive useful promotional information about new products, services, promotions and other manifestations of the company's loyalty system.
Reception of calls during non-working hours. The IVR can be configured to play other voice messages during weekends and off hours.
Auto call. IVR features are used for more than just handling incoming calls. companies are implementing this system for perfect automatic dialing of the contact base.
A personalized greeting recorded by a professional speaker is remembered and enhances the client's loyalty to the company. It can be used both when generating answers to customer questions (Text To Speech function), and when congratulating a customer on holidays, etc.
The function of generating speech from text is used in the work of modern call centers: both to optimize the work of a team of operators, and in the context of reducing costs. An automatic speech generation system helps customers get the information they need without the participation of an operator: answers to the most frequent questions of customers are transferred from text to speech in automatic mode and entered into the interactive menu database. The client calls the call center of your company to clarify the details of his order, find out the delivery time of the goods, the work schedule of the store he needs. When asking a question, the client receives an answer recorded using a speech-from-text generation system. At the same time, it is worth noting that the voice acting of the text will be as correct as possible in terms of grammar and phonetics - and as close as possible to living human speech, as far as technically possible.
This is a useful option that employees of any company will definitely appreciate. One click is enough to contact the client or the right employee. This is the most convenient and saves a lot of time (no need to look for a number, check it, etc.).
Intelligent calling allows you to make as many customer calls as possible in a minimum period of time. This feature is responsible for automatically dialing the phone numbers included in your campaign's contact list and forwarding them to the currently available agents. In addition, the call is connected to the operator only after one of the company's customers picks up the phone. This improves employee productivity and prevents burnout at work. The fact that the connection is established only after picking up the handset saves a lot of time - no busy lines, unsuccessful dialing attempts or changed numbers "steal" the agent's time. In addition, the system also predicts the number of calls that can be made to ensure the most efficient work of employees and rational use of time (calculations are carried out on the basis of mathematical algorithms). She makes more calls in advance than is available at a particular moment and predicts when a person will be free to communicate with a client. Thus, the break time between calls is reduced, and the productivity of the call center is increased.
The main task of the callback widget for the site is to win the visitor to perform the target action. As practice shows, thanks to the installation of the code of this widget, the number of calls to the company increases by an average of 10-15%, which is a pretty good indicator, especially if you take into account the simplicity of its implementation. This is a very convenient option, which is used by busy people and which allows you to increase the level of customer loyalty. The callback service implies the ability to establish a connection with the company's subscriber in such a way that his outgoing call is charged by the operator as incoming, which makes communication free of charge for the client. The callback technology is built on the principle of a switch. It also aims to increase customer loyalty.