COMPLETE CLOUD & ON-PREMISE CALL MANAGEMENT FROM TOLLRING: CALL REPORTING, CALL RECORDING, CONTACT CENTRE ANALYTICS
Analytics and call control for customer facing teams with SLAs / commitment targets
Supervisor management and agent call control
iCS contact: Supervisor management and Agent call control
iCS contact* supervisor and agent management tools from Tollring help you manage and control customer facing teams.
There are 3 elements to iCS contact; supervisor analytics, supervisor management tools and agent call control.
iCS contact delivers supervisor analytics via dashboards, reports and group wallboards. Supervisors can monitor group activity (such as calls queuing, hold time) and individual agent’s activity.
Supervisor management tools: Activating CTI functionality enables supervisors to control and view live agent status. If an automated dialler is used the supervisor can also access specific dialler reports.
Agent seat licenses are installed on agent desktops for call control, call preview, personal call history and optional database integration (requiring professional services). Automated outbound progressive and predictive diallers can also be added to streamline call handling.
*iCS contact integrates seamlessly with Samsung and ELG. Please contact us to discuss your phone system.