Features
SaskTel Hosted Contact Centre is your complete call centre solution providing leading-edge contact centre technology with robust features such as:
- Contact routing
- Real-time reporting and monitoring
- Call recording and monitoring
- IVR (Interactive Voice Response)
- CTI (Computer Telephone Interface)
- Web administration
Contact Routing
- Skills-based routing blended across all media types (telephony, voicemail, chat, email, fax).
- Voice routing based on calling line-ID, dialled number, caller entered digits, CRM lookup, and schedule.
- Multimedia routing on CRM lookup, email keywords, chat launch point and schedules.
- Queues and delivers all media types based on priorities and skills.
- Customizable announcements and music per incoming contact skill.
- Virtual agents can be located anywhere across any number of sites as long as they have a phone and internet connection.
Real-time Reporting and Monitoring
- Supervisor position shows real-time load and current agent activity.
- Monitoring of service level agreement compliance.
- Real-time service level alerts.
- Integrated historical reporting across all media.
- Detailed and aggregated agent and queue reports.
- Agent positions show queue status.
Call Recording and Monitoring
- Live monitoring of agent calls in progress.
- Quality and compliance call recording by skill and/agent.
- Recording on demand by agent.
- Recordings are EndecaUIable for any authorized supervisor position by EndecaUIing agent, queue, time of day, or dialled number.
- Secure bulk downloads of recordings.
IVR (Interactive Voice Response)
- Customizable greetings and prompts.
- 100% configurable through the interface.
- Customer entered digits (IVR).
- Voice mail options based on contact center status/load.
- Open/closed/holiday logic (schedules).
CTI (Computer Telephony Integration)
- Screen pops auto-populate
- Complete control for media (i.e. transfer, conference).
Web Administration
- Full IVR development and maintenance.
- Skills/queue configuration for all media.
- Agent configuration (i.e. skill levels, supervisor capabilities).
- Supervisor management groups.
