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
Digital Channels
- WhatsApp, direct integration with the META API
- Integration of voice and WhatsApp history into the customer profile
- Integration with Telegram
- Webchat functionality
- SMS channels (with selected carriers)
- SMS text campaigns (with selected carriers)
- Progressive broadcast campaigns with WhatsApp
- Creation and configuration of chatbots
- Chatbot generation based on service channel
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 in digital channels
- Integration with Anthropic for for chatbots in digital channels
- REST API available
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
Frequently Asked Questions
What is Issabel Contact Center
Issabel Contact Center is a solution for managing calls, campaigns, and customer service through voice and digital channels like WhatsApp, Telegram, and WebChat. It runs on Issabel PBX and provides advanced supervision and reporting tools.
What is the difference between Issabel PBX and Issabel Contact Center?
Issabel PBX is an open-source IP telephony platform, while Issabel Contact Center is a commercial module with advanced customer service, reporting, and automation features.
Is Issabel Contact Center a standalone solution?
No, it is a module that runs on Issabel PBX and cannot be installed separately.
What types of dialing modes does Issabel Contact Center support?
It includes manual, preview, and progressive dialing.
Automated calling campaigns can be created using progressive dialing and predefined contact lists.
Can multiple channels be managed in Issabel Contact Center?
Yes, the system supports WhatsApp, Telegram, WebChat, and SMS. Facebook Messenger and Instagram will be available soon.
Is it possible to record calls?
Yes, Issabel Contact Center automatically records calls and stores them in the cloud for 30 days, when deployed on Issabel’s cloud.
Is Issabel Contact Center Open Source?
No, Issabel Contact Center is not an open-source solution. It is a Software as a Service (SaaS) platform based on a monthly subscription model, designed to provide support, updates, and scalability without requiring on-premise infrastructure.
How does the Issabel Contact Center subscription model work?
Issabel Contact Center is licensed through a recurring monthly payment model based on the number of active agents.
What types of licenses are available?
There are two types of licenses:
- Voice Agent: Handles inbound and outbound calls, supporting queues, IVRs, and reporting.
- Omnichannel Agent: Includes all voice agent features, plus WhatsApp, Telegram, WebChat, SMS, and unlimited chatbots.
What is the agent base to start with in Issabel Contact Center?
- On Issabel’s cloud: A minimum of 5 agents (voice or omnichannel), with increments of 1 at a time.
- On the client’s cloud or on-premise infrastructure: A minimum of 10 agents, with increments of 5 at a time.
Can I increase or decrease the number of agents as needed?
Yes, the SaaS model allows you to scale the number of agents monthly, adapting to your operational needs.
Can voice agents switch to omnichannel agents?
Yes, you can change licenses at any time, allowing a voice agent to access digital channels if required.
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Note: Our business hours are from 9:00 AM to 5:00 PM, Mexico Time (-6 GMT). If you contact us outside these hours, please leave us a message and we will respond at the first opportunity.