07.05 – Integration with Telephony, Features – FUNCTIONS

• Notification with contact name upon incoming call. Pop-up help with company/person name from the base of contacts to which this number corresponds.
• Playing recorded phone calls. Used for settling disputes, manager assessment, duplication of the course of conversation in notes, and monitoring of the service dialogue observance by employees.
• Calls without manual dialing in one click.
• Displaying list of incoming calls (completed, missed or unanswered).
• Displaying outgoing calls (failed and successful).
• Call starting time.
• Conversation duration.
• Displaying the number of the call received.
• Counting the number of calls made, received, or missed during a day to analyze the volume of work done by manager and to evaluate its effectiveness.
• Calls left without notes. Monitoring phone talks that were left with manager’s note (for manager self-check and control by senior management).
• Opportunity to monitor calls left without answer and requiring follow-up activity.
• Opportunity to mark unsolicited calls as Spam for further creation of a blacklist and blocking them via the telephony service.