Call Centre Management Solutions
 
 
 
RapportCMS Call Centre Management Software Functionality and Features
The Agent Interface
The Agent Interface
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Web Based
Agent Portal		 The agent interface of RapportCMS -Teleworker - is a .Net, web enabled application, loaded on the agent desktop. This feature rich application allows access to:
  • Agent details
  • On-line training environment
  • Agent schedules and
  • All assigned campaigns and scripting
Web Based
Training Rooms		 Access to the on-line training environment is through the Teleworker interface.
Scheduled/
Availablilty		 Agent schedules are displayed for review and modifications to shift preferences
Self Service Agent Reports If desired, agents have access to appropriate reports via the Teleworker interface.
Campaign
Text Chat		 A chat session is available to agents working on the same campaign, whether in bound or outbound. Supervisors can also monitor and interact with the agents.
Automated
Dipositions		 Leveraging the scripting engine each customer interaction is logged and the disposition of each contact is automatically stored.

 

 

If you have a phone line and a broadband link you can access all this:
Interactive Voice Response (IVR)
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Predictive, Preview, and Power Diallers
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Call Handling – Toll Free, DID inbound VOIP
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Campaign Management & Interaction History
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Multimedia Recording & Quality Monitoring
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Email Management
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Web Chat & Web Collaboration
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Video Conferencing
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Administration & Reporting
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Work from home capability
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Hosted PABX
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Software as a service call management
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Call centre on demand