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Business Contact Centre

Basic Hosted PBX   Private Business Exchange   Business Contact Centre  

Contact Center Edition

Ezeetel Contact Centre Edition is designed to simplify and enhance call management at the busy call centers and contact centers of any size. Together with the Private Cloud and Hosted Editions, Contact Center PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability. Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring. Upgrade to Ezeetel Contact Centre, and provide your customers with a consistent and quality experience.
Contact Center Edition

Agent & Supervisor
Application

Tie together all of your Contact Center PBX communications in a simple interface via Communicator Agent and Supervisor editions. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.

Real-Time Agent Monitoring

Ensure that your call center workforce is effective, successful and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on an active call and identify problems quickly and while listening use “Whisper” to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

Unlimited Queues (ACD)

Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Contact Center PBX Wallboard

Ezeetel Contact Center Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call center performance. Wallboards keep Agents informed with all call center activities while allowing them to remain focused on their own tasks.

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Dialer

Ezeetel Contact Center Edition has a licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call. Furthermore, this information is customizable through the Administrator login.Dialer is managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialing the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.
Dialer
Monitor Pages

Monitor Pages

A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections Calls, Agents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

Queue Statistics and Reports

Real-time queue statistics gives you an in-depth insight into agent activity and queue traffic where you have the access to agent’s inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered calls, as well as total calls… You can display the reports visually by using a graph or export it as a PDF or CSV file.
Queue Statistics and Reports
Improve Service Quality

Improve Service Quality

With the Ezeetel Contact Center edition, you can track call activities in real-time and generate relevant reports that will improve your business productivity. You can generate different types of reports, such as Daily, Monthly and Extension Reports. Each report can additionally be filtered by Datetime Range, Caller, Trunk, Duration and more.

IVR Statistics

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination.
IVR Statistics
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