- Manage Phone Calls using the dedicated on-top Phonebar for Windows or the WebRTC embedded OmniDesktop functions:
- Accept Manually/ Automatically incoming calls and place outbound calls
- Transfer calls (Blind/Warm/Attended)
- Record calls (Automatic/Manual)
- Test and use external SIP Phones
- Hot Desk option, to associate an available registered Telephone
- Contact, Interaction and Customer Journey information embodied in the voice session
- Close and dispose interactions (3-level disposition option)
- Black list, Recall me and Reschedule disposition option for Dialer Outbound Queue Campaigns
- Run Jscripty Session (with activated trigger)
| - Accept manually & automatically and manage Chat conversations
- Use emoticons and attach files during conversations
- Select Canned answers
- Insert internal note
- Download interactions
- Start a VIDAOO Video Call session
- Tag and Trasfer conversations
- Close and dispose interactions (3-level disposition option)
- Contact, Interaction and Customer Journey information embodied in the session
- Advanced Filtering System for Chat Interactions
| - Accept manually & automatically and manage Email messages
- Attach files during conversations
- Select Canned answers
- Insert internal note
- Download interactions
- Tag and Trasfer conversations
- Close and dispose interactions (3-level disposition option)
- Contact, Interaction and Customer Journey information embodied in the session
- Advanced Filtering System for Email Interactions
| - Accept manually & automatically and manage SMS messages
- Use emoticons during conversations
- Select Canned answers
- Insert internal note
- Download interactions
- Tag and Trasfer conversations
- Close and dispose interactions (3-level disposition option)
- Contact, Interaction and Customer Journey information embodied in the session
- Advanced Filtering System for SMS Interactions
| - Accept manually & automatically and manage Open Channel messages
- Use emoticons and attach files during conversations
- Select Canned answers
- Insert internal note
- Download interactions
- Tag and Trasfer conversations
- Close and dispose interactions (3-level disposition option)
- Contact, Interaction and Customer Journey information embodied in the session
- Advanced Filtering System for Open Channel Interactions
| - Accept manually & automatically and manage FAX exchange sessions
- Attach files during conversations
- Download interactions
- Tag and Trasfer conversations
- Close and dispose interactions (3-level disposition option)
- Contact, Interaction and Customer Journey information embodied in the session
- Advanced Filtering System for Fax Interactions
| - Accept manually & automatically and manage WhatsApp messages
- Use emoticons during conversations
- Download interactions
- Insert internal note
- Tag and Trasfer conversations
- Close and dispose interactions (3-level disposition option)
- Contact, Interaction and Customer Journey information embodied in the session
- Advanced Filtering System for WA Interactions
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- Voice calls List managed by the agent
- Abandoned Calls List in Inbound activities and in Dialer Campaings
- Call Recordings List, with download option
- Scheduled Calls Section (calls rescheduled by the agent during a Dialer Campaign)
| - Chat Channel Interactions List with search filter and download (pdf transcript with or without attachments) options
| - Email Channel Interactions List with search filter and download (export in eml with or without attachments) options
| - SMS Channel Interactions List with search filter and download (pdf transcript) options
| - Openchannel Interactions List with search filter and download (pdf transcript with or without attachments) options
| - FAX Channel Interactions List with search filter and download (pdf transcript) options
| - WA Channel Interactions List with search filter and download (pdf transcript) options
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