All the Features You Need
Visual and Intuitive
iCall Suite Business Analytics and Call Recording
We make it easy to monitor customer interactions and deliver actionable insight to improve business productivity and maximise customer experience.
iCall Suite is a mobile-responsive, device agnostic application that delivers data-driven insight when you need it most. With inline help on demand, and one-click multi-language support, it brings accessible call reporting, call recording and contact centre analytics to users across the globe.
Visualise and Measure Individual and Team Productivity
Use wallboards and KPI-led dashboards to manage customer-facing teams in real time. Improve performance with historical trend analysis and reporting.
Achieve business targets using KPI-driven business productivity dashboards, detailing call and callback performance by user, business number and department. View high-level summaries or delve deeper to investigate short-term events or review long-term trends.
Monitor team productivity using group performance dashboards to view team call and callback performance and staff availability.
Empower Teams with Contact Centre Management
Streamline operations with dedicated workspaces to keep customer service levels high and empower customer-facing teams.
The Supervisor Console and Agent Console provide dedicated workspaces for contact centre management. Supervisors can review and manage agent performance, collaborate through chat and predict resourcing in line with KPIs. A workspace to manage live calls, scripts, breaks and notifications and review call recordings, makes management simple.
Agents receive clear visibility of notifications received and are able to collaborate with their supervisor through chat, facilitating communication and making call escalation via barge or chat easy. Break management enables agents to request breaks and understand total break time.
Drive Customer Engagement, Loyalty and Retention
Monitor interactions and gain visibility of customer call journeys to understand customer experience.
Display pre-defined and customisable wallboards on big screens to monitor key customer-centric performance indicators such as call volumes, calls in progress, queue and group metrics, agent availability and call distribution in real time.
Use customer-focussed reports, such as the unreturned missed call list, to directly impact customer satisfaction levels and revenue.
Evaluate Customer Interactions to Understand Performance
Integrate analytics with call recording to make better decisions and find new efficiencies.
Call recording completes your understanding of the entire customer journey, from the number of times the phone rings before answered to how calls are handled.
Facilitate decision-making by tracking how a call progresses and determining negative effects on call outcomes. Gain further efficiencies by combining live statistics on teams, such as call queues, with historical trends, to improve processes and optimise resources.
Access call recordings anytime, from any device and share (if permitted) to collaborate on actions.
Apply Intelligence to Conversations
Review call recordings then take direct action.
Call recording scores, outcomes, flags and tags highlight calls for staff training, to identify and reward top performers, to perform spot checks and to resolve disputes.
Assess call outcomes in line with call queue stats and unreturned missed calls, to understand the impact of call handling on call outcomes and customer satisfaction levels.
Focus on workflow issues uncovered and use call recording dashboards and reporting for predictive intelligence, to maintain company standards and enhance company policy.
Meet Business Objectives and Share Progress
Customise and manipulate data ready to share critical insights across the business.
Analyse customer interactions by user, department, site and business number. Review and set KPIs to meet service levels, such as call destination, call distribution, Grade of Service (GoS), Percentage Calls Answered (PCA), caller tolerance, missed calls, talk time and ring time.
Any report, with any combination of filters, can be saved as a favourite, shared on a dashboard or wallboard, and emailed to individuals or teams. Schedule critical business reports to automatically send at specified intervals for distribution to managers or individuals.
Gain an understanding of what it takes to resolve customer queries by reviewing call history and listening to calls. Assess call outcomes in line with call queue stats and unreturned missed calls, to understand the impact of call handling on call outcomes and customer satisfaction levels.
Access call recordings anytime, from any device and share (if permitted) to collaborate on actions.
Business Continuity When Remote Working
Accessible on your desktop, mobile, tablet. Access critical insights when needed, however needed.
Dashboards can’t be displayed on a big screen when teams are working from home, so if your teams are working remotely, display iCall Suite dashboards or wallboards on your screen as you work, behind the applications you have open. Alternatively log in on your mobile or tablet to keep an eye as you balance working from home, looking after children and unpredictable changing customer behaviour. Change the stats displayed in line with priorities and in line with current economic trends.
Facilitate Company Policies and Industry Compliance
Provide the right access to the right people and meet compliance obligations for GDPR, PCI-DSS, MIFID II, HIPAA, Dodd-Frank and more.
Licence management is made easy for administrators who can restrict data access, configure settings and manage compliance policies.
Compliance managers can easily manage customer data and company policies, access audit reporting and call recording playback audits, view a compliance dashboard and mask customer data to facilitate GDPR compliance. Call recordings can be recorded, stored and retained in line with company policy with the option to delete individually or in bulk.
Single sign-on and accessibility to APIs offer security and convenience to all users.
Leveraging Powerful APIs to Integrate your Data
Extensive APIs provide secure access to key metrics for visibility in any business application.
Integrate call reporting and recording data with customer records in CRM via API to gain complete visibility of the customer journey, for enhanced processes, to share information securely, or to augment decision-making.
Current CRM integration options include Salesforce, Hubspot, Zoho, Zendesk, Workbooks, Nimble, FreshSales, Agile and MS Dynamics 365.
How to Buy
iCall Suite is available to users of cloud calling platforms and PBX phone systems across the globe.
Please contact us to be put in touch with a local provider.