A call-center platform with intelligent routing of calls to the most qualified agents, an in-browser calling interface, and complete lifecycle tracking of every call.
A traditional call center loses time on every misrouted call. When a customer calls about a technical problem and reaches a sales agent, that means an extra transfer, wasted time, and a frustrated customer. Skills-based routing solves this by directing each call to the agent best qualified to handle it.
The system evaluates the skills of each available agent in real time and matches them against the nature of the incoming call. A technical call is directed to an agent with an expert level in technical support. If that agent is busy, the system moves to the next one in the ranking, rather than routing at random.
The calling interface runs entirely in the browser, with no physical phone or software to install. Agents receive instant notifications with the caller's information even before picking up, allowing them to prepare their response and offer a personalized welcome.
Intelligent routing of incoming calls to the most qualified agent based on their skills and availability.
Calling interface directly in the browser: no physical phone or additional software required.
Instant notifications for agents with the caller's information before picking up.
Complete lifecycle tracking: incoming call, routing, ringing, active, ended, disposition.
Individual performance dashboards for each agent.
Calls directed to the best available agent
WebRTC with no additional software
Instant alerts for agents
Let's talk through what you need - no commitment.