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.
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.
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.
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.
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.
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.
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.
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.
Our special quality team will make sure your software is fit for potential customers. We offer unlimited revisions till you are happy with the quality.
Our success is when our customers get the chance to exceed their expectations.
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Case StudyQuspendisse non sapien in sem vehicula bibendum. Curabitur egestas erat sed vulputate mattis. Proin tempor…
Case StudyA Cloud Call Centre is a customer service and communication platform hosted entirely over the internet, eliminating the need for on-premise hardware like physical servers and phone lines. Unlike traditional systems that require significant capital investment, maintenance, and physical space, AstriCloud’s solution is accessed via web browsers. This allows for greater scalability, remote agent capabilities, and faster deployment of updates and new features, all for a predictable operational expense (OpEx).
AstriCloud guarantees high-quality voice communication and system uptime through several key measures. The platform is built on a robust, carrier-grade infrastructure with multiple redundancies to prevent single points of failure. It leverages high-quality PSTN (Public Switched Telephone Network) partners and optimizes voice traffic over dedicated, high-bandwidth networks to minimize latency, jitter, and packet loss, ensuring crystal-clear calls for your customers and agents.
Absolutely. One of the core advantages of AstriCloud’s Cloud Call Centre is its inherent support for remote and hybrid work models. Agents and supervisors only need a stable internet connection and a web browser to log in to the system from anywhere. This provides full access to all features, including making/receiving calls, managing queues, viewing real-time analytics, and supervising team performance, ensuring business continuity and flexibility.
AstriCloud offers comprehensive, real-time reporting and historical analytics dashboards. You can track key performance indicators (KPIs) such as call volume, average wait time, first-call resolution, agent occupancy, and service levels. These insights are presented through customizable reports and visual dashboards, empowering managers to make data-driven decisions, optimize operations, identify training opportunities, and ultimately improve customer service quality.
A significant benefit of a cloud-based solution is its rapid deployment. Since there’s no hardware to install or configure on your premises, AstriCloud can typically get your call centre operational in a matter of days, not months. The setup process involves provisioning your virtual call centre environment, configuring your call flows (IVR), integrating with any necessary third-party tools (like your CRM), and training your administrators and agents on the intuitive web interface.
