Cloud Call Center
Customer Service with Contact / Call Center Software
Features of Astri CC Cloud Contact Center Solution
Multi-lingual Support: AstriCC can be managed via multiple languages. This functionality can be used to show the portal in the user’s preferred language.
Trunk is needed for outbound campaigns. For outbound calls there will be an outbound rule which will be associated with a particular trunk, so that calls can go through the trunk by that rule.Trunk is needed for outbound campaigns. For outbound calls there will be an outbound rule which will be associated with a particular trunk, so that calls can go through the trunk by that rule.
A campaign can be configured to set a series of actions for campaigning like what script should be used, what contacts should be called and what contacts should not be called, campaign start and end time, action for campaign on/off activities, etc. Campaigns can be configured for inbound/outbound calls, inbound/outbound SMS, Emails, Chats and Social Media.
This page is for adding or editing the scripts for campaigns. Scripts are the text that will be shown to the agents participating in the campaign to help them talk to the customer.
Leads are the customers to whom agent would be calling by running a job through a campaign.
Leads are the customers to whom agent would be calling by running a job through a campaign.
Admin can easily create and manage the agents. The admin can edit agent accesses as well.
It is a feature in the job module, which can be used to schedule outbound calling timings.
It is a feature in the job module, which can be used to schedule outbound calling timings.
Caller ID based routing, skill based routing, and internal routing can be done easily.
Using skill based routing, the customer calls will be routed to the agents with whom customer would be interested in talking to, as the calls will be segmented on the basis of each agent’s skills. This makes the communication more precise and raises the accuracy level.
Agent can fill callback in the disposition and can do a callback on the pre-defined time and also can edit the time of the callback.
It is a feature in the job module, which can be used to schedule outbound calling timings.
Caller ID based routing, skill based routing, and internal routing can be done easily.
Agent & Supervisor can use all the communication channels (Voice, SMS, Chat, Email, and Social Media) by the WebRTC system itself. There is no need to use any other IP or Softphone for calling purpose greatly reducing hardware costs
Voicemail is used whenever an agent cannot attend a call. The customer can then send a voicemail to the agent. This will be the agent’s failover activity. All the voicemails which are recorded in system can be seen by the admin.
System has an advanced ACD (Automatic Call Distribution) which can manage and distribute all the calls according to the strategies and availability of the agents. It is used in all our dialler modes for automatic calling.Music on Hold (MOH): When a customer calls to an agent and the agent has put the call on hold, or if he is busy or he transfers the call to another agent then a hold music will be played to the customer i.e. MOH.
There is no limitation of levels in the IVR. IVR into IVR can also be created. In IVR survey, all the questions are listed for the selected survey with their response and response count can be seen by the admin.
Cost Effective
Half the cost of expensive call center solutions
API Integration
Integrate easily with popular CRM systems
F.A.Q.
AstriCloud provides you with all the tools you need to review your agents’ performance. Answered calls, abandoned calls, average longest waiting time and more are all within easy reach, allowing you to ensure that your call center is running smoothly at any given time.
Do you have Queue and Call Back Features
Yes we support Queuing and also call back features. Email alert can be sent on missed calls.
Sticky Agent
Sticky agent connects the call to the same agent who handled the previous case history of the customer. This avoids the need for repetition and enables smart and effective follow ups.
Barge-in / Coaching / Whisper
Automatic Missed/
Abandoned Call Dialling
When a campaign is created with a job of all missed calls received by the system, then at the time to run a job that campaign will start and automatically calls will be done to all the numbers from which call were missed earlier.
DNC (Do Not Call) Control
There is a list of contacts for campaigns that cannot be called during that campaign. These calls are marked as DO NOT CALL in the Job/Campaign.
Call Disposition Details
When an incoming or outgoing call ends, the agent needs to fill some details regarding the call. He also needs to provide an appropriate reason for the call disconnection, which is called disposition. Disposition can be defined as the outcome of the call. Agent needs to fill disposition within wrap up time set in queue, else the disposition gets filled with Default System Description i.e. auto-disposition.
Agent Break Details:
This report shows the details of each agent’s total break. This report can be searched through date range and agent name.
Live Call Monitoring
This feature shows the details of a live call such as Phone number, Trunk, DID, Rule, Destination, Destination Name, Agent, Call Start Time, Call Queue Time and Call Agent. It shows the information regarding inbound and outbound calls which are Live. Admin can monitor all the live calls from the real-time dashboard.
