|
Softphone is an optional module of iMind CRM to enhance call agent with a screen pop. This helps to reduce time that call agent need to search
customer data to identify a caller. In addition, it makes better impression to customer by greeting customer name with customer profile on agent's
screen. For a call center which using IVR system, Softphone can get a IVR menu that caller choose as well as IVR data like customer code.
|
|
Softphone Features :
|
|
Control phone operation like answer, dial, transfer, conference, break, wrap up, etc.
|
|
Make a screen pop by use caller id (phone number) from IVR to search customer profile from a database
|
|
Show call queue to aware agents how many calls are waiting in queue
|
|
Easy specify reason when make a break; no need to enter reason code on a hard phone
|
|
No more human error when transfer/dial a call by using an address book instead of remember many phone extensions in head
|
|
|
Softphone main screen
|
|
|
|
|
|
|
|
|
|
|
Control phone operation like answer, dial, transfer, conference, break, wrap up, etc.
