Features
Inbound Call Center
- Intelligent call routing (queue-based distribution)
- IVR (Interactive Voice Response) integration
- Call forwarding, hold, transfer, and recording
- Skills-based routing (calls assigned to the right agents)
- Real-time monitoring and supervision
Outbound Call Center
- Predictive, progressive, and manual dialing campaigns
- Auto-dialer for efficient customer outreach
- Campaign management with scheduling and contact list upload
- IVR playback for outbound campaigns (play recordings when client answers)
- Detailed reporting on call outcomes (Answered, No Answer, Busy, Failed)
Agent & Supervisor Features
- Agent login/logout, pause/unpause with reasons
- Web-based softphone integration
- Real-time agent dashboard (status, calls handled, break times)
- Supervisor live monitoring (listen, whisper, barge-in)
- Performance reports (per agent, per campaign, per queue)
Advanced Call Handling
- Automatic call distribution (ACD)
- Call queue strategies (round-robin, least-recent, fewest calls, random)
- Call recording and storage
- Call transfer and 3-way conferencing
- Caller ID and CRM screen pop integration
Reporting & Analytics
- Real-time wallboard and dashboards
- Detailed CDR (Call Detail Records)
- Queue activity and agent performance reports
- Customizable reporting with export to Excel/CSV
- KPIs: Average Handling Time, Abandoned Calls, SLA compliance
Integration Capabilities
- CRM integration (custom or standard)
- API for external system connectivity
- WebRTC-based agent console for