Call recording
Call Recording of both incoming and outgoing calls is standard. This includes all transferred calls both internal and external. All Recordings can be retrieved and played from the web interface provided.
Route calls the way you want.
Using dynamic inputs we can route calls to the right person every time. The Callcentre core works on incoming call queues and IVR menus. You can link different direct phone numbers (DID/DDI) to these different queues. These calls are then routed into the right Agents logged into these queues.
Call Recording of both incoming and outgoing calls is standard. This includes all transferred calls both internal and external. All Recordings can be retrieved and played from the web interface provided.
The Configuration of call queues can utilise a range of different attributes. The most common ones are priority levels, customised announcements, and welcome voice prompts. All linked to different customer requirements.
Daktela provides you with an unlimited number of IVR tree options. These trees can also link together to form a chain. You can configure everything via our web interface, including recording your own messages. All IVR activity is stored for reporting purposes.
Each incoming call opens the customer's own contact card. After the call finishes this card updates without the need for the agent to do anything. As a result a complete communication history with the customer is always maintained.
Our system includes an intelligent missed calls management system. Any missed call numbers are stored and Agents can then call these numbers back as required.
Queues can be set up with a range of different skill and priority settings. Once configured the system always chooses the best and most suitable agent for each call. You can change all configuration settings in real time.
Configuration of all incoming phone numbers including any geographic, non-geographic or international numbers.
Configuration of different behavior for working and non-working hours.
You can play your own welcome messages or we can record customized voice prompts for you.
Playing IVR options, the customer selects one.
Call transfer to the correct inbound queue, play background music and regular announcements.
Daktela call queues allow intelligent call routing of incoming calls to agents. Our LastAgent software routes calls to the person who last spoke with the customer. This ensures that the customer does not have to explain their problem again, saving time for both. By doing this we improve the customer experience.
Daktela provides the ability to link mobile phones to the application. All calls and activities recorded on the system are monitored and reports produced. These reports allow managers to view the individual performance of these mobile workers. When connected to the system in this way the mobile user incurs no local call costs. Using mobile phones in this way allows you to create a simple Business Contingency plan.