Channels

VOICE
E-MAIL
WEB CHAT
CRM
MESSAGING

VOICE

Even though we are encouraging our customers to use other channels, statistically speaking voice is still covering over 50% of interactions with classical call centers. Voice calls are the most popular way to conduct business between companies and customers. It offers a reliable, quick way to interact with immediate response and fast resolution.

FEATURES:

Call distribution

You can define how call agents receive calls, define priorities, logic behind receiving calls and deploying them to your agents.

Call recording

Record every inbound or outbound call on the system automatically. Access and listen to your call recordings at any given time.

Call routing and transfer

You can have more inbound and outbound lines and agents can choose from which line they will originate the outbound call. In this way, you can differentiate different types of services and customers. Calls can be routed to different agents based on defined rules, to external numbers or straight to voicemail based on the time and day.

Interactive Voice Response (IVR)

You can define and implement inbound and outbound IVR., change or update them in real time.

Call queuing

Our software supports a limitless number of calls in the que and you can define the structure of the que, messages played to customers etc.

Statistics

We have all kind of metric you need for your business, from number of calls, missed ones, duration, time for response etc. You can choose from our standard statistic reports or create a tailor made one suited for your specific needs.

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