Issabel contact center
Features
General Features
Voice Calls
- Inbound campaigns
- Outbound campaigns
- Progressive dialing
- Preview dialing
- Manual dialing
- Automatic dialing (blaster)
- Wrap-up time configuration
- Creation of post-call surveys
- Dynamic scripts
- Tutorial creation
- Creation of dynamic guides
- Creation of dynamic forms
- Sending of automated voice campaigns
- Integration with voice synthesis engines
- Call recording
- Automatic conversion of calls to mp3
Integrations
- Zendesk connector for customer profile opening
- Clentify connector for customer profile opening
- Ability to open a new tab with URL for connection to a CRM
- Integration with OpenAI for chatbots or for recording summary and analysis
- REST API available
Digital Channels
- WhatsApp, direct integration with the META API
- Integration with Telegram
- Integration with Facebook Messenger
- Integration with Instagram
- Webchat functionality
- SMS channels (with selected carriers)
- SMS text campaigns (with selected carriers)
- Creation and configuration of chatbots
- Chatbot generation based on service channel
User Features
Agent Console
- Unified digital channel management
- Configuration of sections by widgets
- Customer service chat window
- Voicemail
- Chat history review
- Chat monitoring
- Pause and availability selection
- Internal dialing to other users
- Mini CRM
- Internal chat
- Script window
- Queue and agent availability visualization
- Quick dialing from Mini CRM
- Initialization of WhatsApp chats from mini CRM
- Contact history review, including calls and chats
- Contact import
- Recording review
- Call history review
- Call waiting configuration
- Document sending
- Emoticon sending
- Call control: transfer, hang up, pickup, etc.
- Incoming call notifications
- Voicemail explorer
- Call transfer
- Parked call management
Functionalities for Call Center supervisors
- Real-time operation monitoring
- Agent and queue monitoring
- Creation of support groups
- Creation of permissions and templates for Support Groups
- Creation and configuration of campaigns
- Agent management
- Spy or whisper to agents
- Call takeover from an agent
- Pause/resume an agent or remove members from a queue
- Start call recording
- PBX activity control and visualization
- Call control: transfer, hang up, pickup, etc.
- Incoming call notifications
- Voicemail explorer
- Specific call search
- Search form by calls, agent, queue, call duration, unique id, and date ranges
- User management
- User modification or deletion
- Role assignment by user
- Queue or agent audit configuration based on roles or users
- Granular access control system
- Queue assignment to specific agents or users
- Configuration of access to reports
Features Reports and Statistics
List of Reports
- Real-time panel displaying: agent activity, calls on hold, timers
- Summary table with offered/answered calls for the day
- Summary table with offered/answered calls for the day
- Distribution: by queue, by month, by week, by day, by day of the week, by hour, by url, and a detailed report
- Outbound calls: summary, by user, by group
- Inbound calls: summary, by user, by group
- Combined (both outbound and inbound): summary, per user, per group
- Detailed: detailed list of inbound or outbound calls without grouping.
- Distribution: summary, by month, by week, by day, by hour, by day of the week, by user
- Trunks: chart displaying trunk usage levels
- Answered Calls: classified by queue, wait time, agent, disconnection reason, duration, transferred calls, and a detailed report.
- Agent availability, sessions, and pause durations, call dispositions,
- Detailed pause and session report
- Report export
- Phone survey reports and post-call survey reports
- Bar charts based on survey responses
- Custom report designer
- Report scheduler for automatic generation and delivery
- Detailed list of recordings, with online playback or download option
- Charts generated with html5 and javascript (no adobe flash player required)
- Detailed information display for charts with mouse hover
- Online help for report variables