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 a real time screen generator (Real Time Views).
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 Get 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.
Generator of historical reports - tabular and graphical
Historical reports, like real-time data, are a powerful management tool that helps you study past data and derive insights from it for future application.
With smartCC’s historical report interface, you can easily produce a variety of reports based on the statistics accumulated in the call center and view the data from a perspective relevant to your role.
These detailed historical reports, graphical and tabular, produced on an automatic schedule, will help you analyze the hotline’s activity, identify different trends, report to the decision makers in the organization 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 smartCC’s Predictive & Progressive call cannon, you will issue a greater number of dials that will be directed to available representatives, increase the chance of finding potential customers and improve the call center’s business performance.
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!
Call back dialers - 3 minute rule / 6 minute rule
The controlled abandonment system of smartCC provides a full response to the 6/3 minute law. Even if you are not obliged 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:
Reduce the loads at the service center and improve the service indicators
Manage call center resources better, with flexibility in working hours and matching demands to the number of representatives
Combine SMS messages as part of the return to the customer, and this way you will reach each and every customer, to their complete satisfaction.
Set up a campaign to manage an automatic call system: define the method of contacting customers using the dialer, determine the number of dialing attempts, specify values for rescheduling and create a call script that will be played to the customer when answering or reaching a voicemail.
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 smartCC interactive smart router system. A software-only system that can be expanded 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
Custom soft phone and representative bar
With the smartCC softphone solutions you will enjoy an interface with an innovative and functional design that is personally adapted to your needs and requirements and provide representatives with all the tools for effective activity – without giving up a unique user experience.
Saving historical data
Want to know and understand who abandons a call and when, and in addition, compare the data over the years? Are you interested in locating repeat calls from customers and knowing what their mix is in the calls that come into the call center? Need to locate a conversation that took place several years ago, including the messages the customer received and his choices in the IVR system?
The smartCC historical data storage system saves every piece of information, every call and every dialing attempt at the highest levels of detail and makes them easily and simply accessible to managers and analysts.
Flexible interface to manage the shift
The management interface of smartCC brings to light all of ASPIRE’s knowledge and experience in the world of call centers and is prepared for all the complex, ongoing and unexpected tasks facing you – the managers, the call centers and the call center representatives.
The flexible and friendly WEB interface in the Hebrew language for managing the shift, will make it easier for you in every routine task, intuitively – without the need for training, technical knowledge or practical experience in operating switchboard tools:
A flexible and dynamic authorization system
Managing a permission system is one of the most complex and sensitive tasks in any information system.
smartCC is prepared for this task and makes the authorization management process simple and friendly, through an elegant and easy-to-operate interface, which enables group management on the one hand and making individual changes on the other:
Extracting user data (name, email, etc.) through connecting to the corporate identification system (Active Directory), saves the process of defining users and managing authorization groups and enables central management of the association of users with their authorization profile
Setting up a profile for the entire system user population
Setting individual viewing and/or editing permissions for each object, for each profile
Associating users in a separate module to their appropriate profile
Transferring a representative between profiles, without re-editing his settings
smartCC’s flexible and dynamic authorization system contributes to the efficiency of users, who benefit from a slim interface that matches their needs and allows them to perform their duties efficiently – without exposure to “background noise”, such as useless functions or unnecessary screens.
