Contact Center
CTIdesk work with selected PBXes to provide online information on calls, display all necessary informations on calling client.
On incoming call program displays online information on calling client and when client is defined in database dispalys all information on him, together with info how call was directed to user (eg. via witch queue).
During a call it’s possible to set call types, make notees on a call or open client’s card to get more detailed history of contact and add new actions to client (like new issue, task, sales campaing)
Real-time access to lost customer contacts. This list is automatically generated based on customer calls and callback activity.
Supervisor has access to many types of reports:
– online state of all monitored lines and lost contacts list
calls history with filtering calls on different criterias
reporting module based on OLAP reports with possibility to build reports and display them in either text of graphical format
