Call Center Solution

Let your agents handle inbound and outbound phone calls, as well as,

inbound email
customer website chat
Skills-based routing
Queue Prioritization

See all the advanced features below.

CONTACT CENTER SOLUTION

REAL Mobile offers a software suite that is designed to interact with our PBX Phone system to create a complete inbound/outbound contact center solution with inbound email support as well.

The Call Center can be offered as a stand-alone service.

The agent interface is an interactive set of web pages that work through a web browser to give real-time information and functionality with nothing more needed than your internet browser.

The management interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.

The REAL Mobile Call Center can function as an ACD (Automatic Call Distribution) for inbound calls or for outbound calls campaigns. The flexibility even allows for remote agents logging in from remote locations, as well as, remote agents that may only have a phone.

The software and platform is proven and stable.

The software suite also includes documentation, full English and Spanish versions of the web-clients and admin pages(and functional versions of several other languages), and is designed to work with telco lines or VOIP(IAX or SIP) trunks and many different kinds of softphones and hardphones.

See the extensive system features below.

REAL Mobile Call Center FEATURES Summary:

Inbound, Outbound and Blended call handling and Inbound Email handling
Outbound agent-controlled, broadcast and predictive dialing
Full USA, Canada and UK regulatory compliance capability
Web-based agent and administrative interfaces
Ability to have agents operate remotely
Integrated call recording
Three-Way calling within the agent application
Scheduled Callbacks: Agent-Only and Anyone
Web-configurable IVRs and Voicemail boxes
Scalable to hundreds of seats

This is a turn key full solution. Included:

- Dedicated Server with required storage

- Call Center Software per seat (see features below)

- Inbound/Outbound lines as necessary

- Domestic or International - Inbound/Outbound lines (including 800 - toll free or local exchange numbers for domestic / foreign locations)

Full Features List:

Agent to call clients in succession from a database through a web-client
Display a script for the agent to read with fields like name, address, etc. filled-in
Set a campaign to auto-dial and send live calls to available agents
Dial predictively in a campaign with an adaptive dialing algorithm
Dial on a single campaign across multiple servers, or multiple campaigns on a single server
Transfer calls with customer data to a closer/verifier on the local system or a remote server
Open a custom web page with user data from the call, per campaign
Autodial campaigns to start with a simple IVR then direct to agent
Broadcast dial to customers with a pre-recorded message
Park the customer with custom music per campaign
Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
Set outbound CallerID per campaign or per list
Take inbound calls gathering CallerID
Function as an ACD (Automatic Call Distribution) for inbound and fronter/closer verification calls
Have an agent take both inbound and outbound calls in one session(blended)
Start and stop recording an agent's calls at any time
Automatically record all calls
Manually or automatically call upto two other customer numbers for the same lead
Dial unlimited alternate numbers per customer until you get an answer
Schedule a callback with a customer as either any-agent or agent-specific
Manual dial mode to preview leads before dialing
Agents to be logged in remotely anywhere with just a phone and a web browser
Faster hangup and dispositioning of calls with one key press (HotKeys)
Definable Agent Wrapup-time per campaign
Add custom call dispositions per campaign
Use custom database queries in campaign dialing
Recycling of specified status calls at a specified interval without resetting a list
Dialing with custom TimeZone restrictions including per state and per day-of-the-week
Dialing with Answering Machine Detection, also playing a message for AM calls
Multiple campaigns and lead-lists are possible
Option of a drop timer with safe-harbor message for FTC compliance
Variable drop call percentage when dialing predictively for FTC compliance
System-wide and per-campaign DNC lists that can optionally be activated per campaign
All calls are logged and statuses of calls are logged as well as agent time breakdowns
Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
Agent phone login balancing and failover across multiple servers
Several real-time and summary reports available
Real-time campaign display screens
3rd party conferencing(with DTMF macros and number presets)
3rd party blind call transfer
3rd party conferencing with agent drop-off
Custom Music-On-Hold and agent alert sound for inbound calls
Estimated hold time, place in line, overflow queues and several other inbound-only features
Skills-based ranking and call routing per inbound group(queues) and campaign
Queue Prioritization per campaign and inbound group
Single agent call queueing
Set user levels and permissions for certain features and campaigns
Managers to listen-in on agent conversations
Managers to enter conversations with agents and customers
Managers to change the selected queues for an agent
Agents to select a Pause Code when they are not active
Agents to control volume levels and mute themselves
Agents to view the statuses of other agents on the system
Agents to view details for calls in queue that the agent is selected to take calls from
Agents to select and click to take calls in queue from their agent screen
Agent shift enforcement by day and time, defined per user group
Full QueueMetrics-compatible call logging, inbound and outbound
Several Vtiger integration features: user-sync, account-sync, data interconnection
Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD)
Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
Lead import web-based API
Web-based data export utilities
Separate Time-clock application to track user work time
Web-based administration
DID, phone and carrier trunk provisioning through the web interface
Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese, Brazilian Portuguese, Slovak, Russian, Dutch, Swedish, Traditional Chinese, Danish and Japanese.
Admin web pages available in English, Spanish, Greek, German, Italian, French and Brazilian Portuguese.
Ability to integrate with other CRM platforms for addition features/functionality

Complete and comprehensive communications costs less than you think.

Call today

888-520-6273

305-663-8989