Tools for Contact Center Agents

We make convenient tools for agents to work with clients and teams. We also simplify the evaluation of achievements through KPIs and automate salary calculation.

Call ScriptsSalary Management

Working with Clients

Call Planning
Just agreed with the client on the date and time of the next call? Schedule it right away in the system!
Delay before a dialer to get familiar with the card
Enable a call delay for the client to have time to get familiar with the card and prepare for the conversation.
Communication History
Displaying communication history during a call will reduce the time to search for past requests and solve problems with the client.
Ability to listen to the latest calls
Not only look at who you called but also listen to recordings of your calls, for example, to remember or re-check the order details.
Call Scripts
By using call scripts, you will be able to standardize communication with the client, as well as automate work with calls, letters, and SMS. More details here
Friendly Integrations
CRM Oki-Toki can integrate with any modern CRM, many telecom operators, file storages, and other external services. For this, we have ready-made plugins and API.

Teamwork

Ability to track time "on lunch" and "working with documents"
Need to go on lunch or work with documents? Choose such a status, and Oki-Toki will automatically distribute calls among the remaining agents, and the supervisor will see the reason for the pause and your comment.
Internal Chat
Communicating with colleagues has never been so fast and convenient. In one window, communicate with the client, ask for help in a private chat, and view the company's general notifications.
“Users” Widget
Need to transfer a call or call the manager, but not sure if he is available? A special “Users” widget will show the user's status, of course, if you have the right to see it.

Personal Statistics of KPI Achievements and Salary

KPI Achievement
Every Call Center has KPIs, and they need to be met. We've created a “Performance indicators” widget, which in real-time displays a list of indicators, required and current values, and the accrued bonus.
Salary Management
For good work, they pay, and for violations, they impose fines. How much is accrued for a day's work, were there any violations, who should expect a bonus? Thanks to automation, it's possible to manage agents' virtual balance, replenishing and debiting virtual funds for the work done.

Utilize additional tools as needed

Speech Analytics

Conversation evaluation, transcripts, and speech analytics – three key Oki-Toki tools that will allow you to control the quality of calls in your call center!

  • automatic selection of audio recording for review,
  • voice distortion to eliminate subjectivity,
  • statistics of agent ratings and the performance of the quality control department,
  • karaoke mode (comparison of audio recording text and highlighting the text during listening),
  • tracking interruptions, pauses, use of obscene language in conversation with customer,
  • tracking the compliance of the application form with the conversation transcript.
Speech Analytics
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Reports

Having trouble with reports? Does your call center need convenient reporting for a manager? Start using Reports!

  • Automatic sending of reports at the specified time.
  • Ready-made templates for all types of projects and kinds of works.
  • Clear reports without unnecessary data.
  • Division by projects.
Reports
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Reviews on Oki-Toki from Other Services

Pros: Extensive functionality, a vast array of reports. The company itself is geared towards the development of new products to enhance the quality of service. A seamless integration of statistical data, disciplinary reports, and other reports.

An intuitive platform for companies with a large customer base. Here, each client is assigned a personal agent, which is essential in the initial stages of working with the program. A complete automation of calls, recording, and archiving of all phone conversations is available. API integration is offered. Additionally, the cost of these services on the market is low.

Cons: There is a lack of certain widgets when transitioning to a new agent’s workplace. Though, this can be viewed as an advantage as it does not distract the agent during the call.

We’ve been working with Oki-Toki for over 5 years. It’s a superb service for implementing projects at a highly favorable price. Pay when you have staff, don’t pay when you don’t. We have implemented a large number of projects on the Oki-Toki platform. There are very handy widgets for tracking metrics and flexible settings. If you want to quickly launch a project that will run stably, I strongly recommend Oki-Toki. In five years we have never had a situation where Oki-Toki didn’t work for more than 4-5 minutes and that happens very rarely.

We’ve been working with Oki-Toki since 2018, discovered them when we were launching our online store. The service is incredibly flexible. Initially, we had a couple of agents, and we bought just 2 agent seats. Now the number of agents has increased – of course, we spend more too, but there are no “extra” or imposed charges. If you have 10 agents, you only pay for 10 agent seats. If you don’t need, for example, a voice robot – you don’t pay for it. If you need it – you connect it. However, a personal manager is available only at the connection and trial period stage. Overall, we are satisfied.

There are pros and cons in the system’s operation. Overall, the impression is positive. Among the conveniences: a clear interface and browser-based operation, dialer capabilities. IVR is very well arranged. Creating voice greetings and scripts is pretty cool. On the downside: the agent’s work interface is raw, there are some other improvements needed. A bit frustrating that many linked functions are found in separate sections. It would be good to have more hints. Overall, I’m more satisfied with the operation than not.

Contact center agent tools

Nowadays, communication center tools and contact center tools play a significant role in enhancing the efficiency of call centers. Call center management tools, combined with call center operator software, aim to increase operator productivity. Additionally, thanks to communication center agent tools and communication center management tools, software usage becomes easier and more effective for communication center operators. Management tools for communication centers and call center tools for agents are designed to improve the overall performance of call centers.

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