CallWatchPro

CallWatchPro is a monitoring system and reportings of corporate telephony plus callback function and IVR.

2019

Representation of CallWatchPro in the Russian market

Pamaya Ltd presented on October 17, 2019 the localized solution CallWatchPro which allows to increase the level of telephone service in the companies at the Russian market. The solution allows to increase availability of communication of clients with employees who are not call center operators. Similar to that as in contact centers of the companies Serice Level, the average time of service, quantity of the missed calls and other indicators is traced, 7twenty suggests to receive the same statistics for the normal employees using corporate telephony.

In addition to collecting of detailed statistics, CallWatchPro allows to create the personified voice menus which give the chance to the client to order a call back if the manager of the company does not take the call, or to pass into a digital channel of communication — a chat or messengers. The solution works with a number of corporate automatic telephone exchanges, such as Cisco, BroadSoft, Skype for Business, Tadiran. As of October 17 work on support of the PBX of Avaya is conducted.

For the last few years focus in the field of improvements of customer service is gradually displaced to the area of a back office. Standard customer appeals are solved the systems of self-service or employees of the first line of contact center. However more and more clients handle complex problems which require involvement and harmonious work of many departments. An opportunity to monitor accomplishment of such difficult tasks, not to tighten time of the solution and not to leave a task without responsible — all this finally increases the level of customer service — Alexey Troshchenko, the area director 7twenty said.

Functionality of CallWatchPro

Monitoring of level of service

• CallWatchPro is connected to the PBX of the organization in the passive mode for receiving CDR and CTI of data. A system calculates and traces in real time all widespread indicators, such as waiting time, the service level, the passed calls, processing time, etc.

Panels of monitoring and KPI

• Managers can trace important indicators in real time for each employee, a business unit, hunt-pilot of groups or the organization in general. CallWatchPro allows managers to see the current queue of calls, the statuses of extension numbers of employees, callbacks expecting processings and other metrics.

Smart Callback

• If the employee cannot answer the call which is built in CallWatchPro Smart IVR gives calling an opportunity to leave the request for a call back. CallWatchPro will notify the employee and will automatically connect the employee to the client when it goes back to work. A system will correctly calculate the overall level of service of telephone service taking into account callbacks.

Analysis of historical data

• CallWatchPro will transform arrays of crude data on calls (Call Detail Records) and the received events of CTI (Computer telephony integration) to the structured database of statistics, providing to business valuable information. Reporting system contain tens of reports – tabular/graphic, detailed or summary with a possibility of detailing.

Smart Transfer

• In the companies where call center operators transfer calls to the second line, in branches or in a back office, CallWatchPro allows to use a special widget of SmartTransfer for display of the statuses of staff of each branch – the number of employees to lines, their availability and the status of a telephone line – expects, in a conversation, it is unavailable, etc.

Customer Journey

• Calls from clients directly to the employees as a rule are ignored by corporate analytical tools. This part – a missing link in complete and omnichannel history of a client way. Such calls can be traced and added easily to the history of communication with clients through API CallWatchPro.