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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