Genius Routing

Route the calls based on a
large variety of parameters such as:

  • Agent skills
  • Priority of skills
  • Performance track
          records of the agents
  • Customer status
           (VIP, urgent calls,…)
  • The calling number
  • The caller number
  • History
  • Working / non-working hours
  • Any other information from your CRM
  • Any other business rule you may have
  • Queue management with callback
           option and wait time announcement

 


Genius Outbound

Campaign management
in three different modes:

  • Preview dialer
  • Progressive dialer
  • Predictive dialer 

 


Great Business Analytics and Performance Trackers

Your call center is a key business asset.
Maximize your investment by improving your KPIs

  • First call resolution
  • Grade of service (number of
           calls answered
           within x seconds)
  • Seat capacity vs
           answered calls
  • Lost calls step analyzer
  • Agent Occupancy
  • Occupancy
  • Abandoned calls
  • Calls answered
  • Calls offered
  • Phantom calls
           (calls lasting less than
           10 seconds)
  • Average wait time
  • Average call length
  • SLA per Queue
  • Who’s Hangup
Business Analytics and Performance Tracker

 


 

Enhance business experience

Convert your calls while the customer is hot

  • Web call back
  • Automated abandoned call back

 


Voice of the Customer

Get to know what the callers think about you and see the results live

  • End-of-call survey (NPS…)
  • Automated or manual survey campaigns

 


 

Quality controls

At anytime you can control the calls and rate them:

  • Call recordings
  • Call evaluation
  • CDR – Call details recording
  • First call Resolution audio records
  • Phantom calls audio records

 


 

In the
Operation Room

  • Dashboard
  • Large choice of ring call strategies
  • Possibility of auto-answer on headsets
  • Call whispering and spying
  • Skills display
  • Personal authentication
  • Hot desk

 


 

Full Business Control

Anywhere at anytime you can modify and control the activity and performance of your call center :

  • Web-based interface for managers and administrators
  • Anti-fraud agent status management

 


CRM Integration

To fully leverage your call center and greet your customers by their name, integrate the call center with your preferred CRM – Customer Relations Management software thanks to our choice of API among which:

  • Click to hangup
  • After Call
  • Agent Status Modification
  • Call Escalation
   

 


  Multichannel contact center

MultiChannel

You customers are willing to interact thru all the channels that are available with their smart phones:

  • Voice
  • SMS
  • Email
  • Video
  • Twitter
  • Facebook
     
ASWAT gives your agent one single platform where they will discuss with the customers, whatever the channel is.

 View Demo

 Video

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 Contact Us

(+971) 04 278 99 01