Call Center

Epygi’s Call Center Solution offers advanced tools for a more sophisticated and multi-functional call center solution. It ensures
that your company provides its customers with quality service and that your agents never miss a call. It allows for time
optimization all around and improvement of the skills of your contact center staff.

The Call Center Bundle includes the following services:

• Automatic Call Distribution (ACD) – distributes inbound calls to agents.
• Barge-In – allows supervisors to interact with agents in calls.
• Automatic Outbound Calling (AOC) – automates outbound calls to clients.
• Epygi ACD Console (EAC) – for agents/supervisors to monitor and control the call center.
• Auto Dialer – activates Auto Dialer application

Agent Features

• Supervisor/Administrator Features
• Receive calls directed to the agent’s extension or mobile number
• Log-in and log-out to/from one or multiple queues
• Change/update agent status from the EAC application
• View in-call progress shown on Dashboard
• Make calls from the EAC application
• Make blind transfers to agents or to other numbers from the EAC application
• View the graphical and numerical count of calls and call durations
• Have an ability to tag each call with a wrap-up code
• Have an ability to add a comment on each call
• View personal call statistics over specified timeframes
• View directory and click to dial for all extensions and agents
• Chat with supervisors/agents and keep chat history

Supervisor/Administrator Features

• Barge-In
• Monitor each queue and agent for live and statistical details
• Monitor critical performance metrics
• Generate and download statistical reports for queues and agents for desired time periods
• Send team banner alert messages
• Chat with individual members or the entire team
• Change an agent’s status
• Increase or decrease available agents for each queue

Downloads

Call Center Features