Support in various languages
Optimus is an Israeli system developed for Israeli companies and Israeli users, therefore all system components are equipped with full interfaces in Hebrew, English, Arabic and Russian) and for those who want, even in Norwegian…
Smart routing by skills
Each call center serves different types of customers, characterized by different needs. With Optimus skill based routing you will define the routing rules you want, direct calls to the most suitable representative in the shortest time and significantly improve the customer experience:
Provide each representative with calls that match the professional training and experience he has acquired
Priority will be given to a call from a customer for whom there is already an open call in the CRM system
You will automatically route a call to the last representative who handled that customer
Give priority to VIP customers according to dynamic business rules from the CRM system
Automatically route existing customers to the appropriate team, according to the types of products they have
conversation recording
The Optimus call recording system for documenting the customer journey, sets a new standard when it comes to fast and efficient retrieval of the recorded calls.
Using it, you can easily and quickly locate any call that was recorded in the set of historical reports or in the CRM system according to the time of the call, the name of the representative and the customer’s details, listen to the recording with the click of a button and understand how the customer care process unfolded.
You will soon discover that the Optimus call recording system is a powerful tool for controlling the quality of service, support or the sales process, training representatives and creating a better customer experience.
Call back dialers - 3 minute rule / 6 minute rule
Optimus’ controlled abandonment system provides a full response to the 6/3 minute rule. Even if you are not obligated to comply with the legal requirements, you can make sure that there will not be a customer who will be left without treatment at your call center.
With the help of this module, you will provide your customers with the best service without endless waiting, you will be able to meet the requirements of the law and avoid, as much as possible, lawsuits and fines:
Smart router - IVR
Easily design the customer journey, with the help of a friendly interface in the Hebrew language, route the calls to the appropriate queues and representatives, efficiently use the human resources available to you and provide customers with a better service experience, with the Optimus interactive smart router system. A software based system only, expandable to hundreds of calls at the same time, without the need for hardware!
Manage the routing scripts that will be played to the customer, even before he is put on hold for a representative
Define an unlimited amount of such scripts and let the system switch between them automatically as needed
Set up “burst” voice messages easily, quickly and independently
Determine the input required from the customer in the identification process
Build routing trees and menus independently, without limit of quantity
Replace routing trees as needed, on holidays, special days and more
View in real time all the calls passing through each routing tree
Receive historical reports showing all activity on the router, at every node – including abandoned calls
Activate a dialer to automatically return callers who leave at each and every intersection – according to your choice
Make a “switch to digital” by text message at each and every intersection, in a flexible and easy way – according to your choice
Integration for screen popup in CRM
Have you ever calculated how much money is “left on the floor” in your call center, if you don’t have an automatic screen bounce? Hint: a lot of money…
Popping the customer card at the representative’s position immediately upon receiving the call and after the customer has gone through an identification process in the Optimus IVR, will save your representatives the need to identify the customer, shorten the call time, focus it and increase the call center’s productivity.
Also, popping the customer card will give the customer the feeling that you know him personally and will significantly improve the service experience he receives.
Real time screens
Manage the conversations efficiently, analyze the situation in real time and react immediately to different scenarios and situations with the help of Optimus’ Real Time Views generator.
The spectacular screens that you will build yourself easily and quickly and according to your preferences and habits, will allow you to see the full picture at any given moment.
Get a super-fast screen refresh rate
Combine graphic elements in a personal design or from the variety available in the generator
Display data from external systems as part of the screen generator
Enjoy infinite flexibility in building the screens and setting up voice alerts, visual alerts, SMS and email alerts and mobile support
Set up displays for the screens installed on the walls of the call center, customized displays for managers at different levels and supervisors.
Full historical reports
With Optimus’ real-time historical reporting interface, you can easily generate a variety of detailed historical reports, graphical reports and automatically scheduled tabular reports, based on the statistics accumulated at the call center.
The reports will present you with the data from the point of view relevant to your position, in a way that will allow you to analyze the center’s activity, identify different trends, report to the decision makers and prepare well for any possible scenario.
Call cannon dialer
Did you know that the time spent dialing the customer, documenting the call attempt and preparing for the next call attempt, are responsible for 50% of the cost of the investment in establishing contact with the customer?
These cumbersome processes harm the sales potential and increase the level of frustration among the representatives.
With a call cannon (Predictive & Progressive) from Optimus, you will issue a greater number of dials that will be directed to available representatives, increase the chance of locating potential customers and improve the business performance of the call center.
You can also reduce the risk of harassing customers by defining “touching rules” that will allow you to control the rate of dialing, the method of calling and the routing script that will guide the customers who answered the call. This way you will significantly shorten the contact processes, streamline the representatives’ work, improve their satisfaction and reach more challenging sales goals!
