Call-center work is always a balance between speed, service quality, and attention to the customer. One wrong move by an agent — and a call can end in dissatisfaction, a missed sale, or a complaint.
Standard tools like a dialer and an agent workspace are enough to keep a call center running. But we also have plenty of useful features that make work easier, more convenient, and more productive.
Time zone detection
For a call center working with customers around the world, the problem of calling at the wrong time — early in the morning or at night in the subscriber’s local time — is especially acute. In Oki-Toki, there is an option called “Time Zone Detection” — the system automatically identifies the subscriber’s time zone based on the country code and telecom provider prefix.
A dialer combined with the “Customer schedule” parameter will place calls according to the specified schedule in the customer’s local time. You can also set a special priority — calling from “eastern regions” to “western” ones or vice versa. This allows you to call in the morning those who are already past lunchtime, gradually shifting toward the nearest countries and providing even processing of the database. The CRM form that opens for the agent will also show what time it is for the customer right now, which is convenient when assigning a callback task.
Price — 2 € per day. The service is considered delivered when numbers are added to a dialer with time zone detection enabled.
For manual outbound calls, there is also an option that prevents a call from being placed to a customer whose current time is “outside the schedule.”
VIP customer queue
The VIP queue is needed for the category of customers whose calls are most important for the call center. Such customers do not wait in the general queue — their calls are automatically routed to an agent, even if the agent is already in a conversation. At the same time, the system takes care of the order of handling: the agent receives a voice notification about the VIP call and can warn the customer in advance before the current conversation is placed on hold.
Price – 2 € per day. You can read more in a separate article about the VIP queue.
Personal domain
A personal domain makes the system feel like your own. That means the interface, links, and platform addresses can be branded for your company.
Read about service customization and White Label in the article.
Per-day dialer rules
A dialer is an indispensable tool when you need to call a large customer base. But it’s even more convenient when you can set a schedule that makes the system work differently each day.
In Oki-Toki, you can configure rules for each day of the week (Monday–Sunday) or in a specific sequence. This is especially useful when calls need to follow a special pattern — increasing intensity or, on the contrary, gradually reducing call frequency.
For example, on the first day the system tries to reach a number every 2 hours, on the second — every 4 hours, and on weekends it uses longer intervals.
You can also do the opposite — increase intensity closer to an important date. For example, if it’s a reminder about an upcoming payment: call less often at first, and as the deadline approaches — more often, so the customer definitely answers and doesn’t forget to make the payment.
This flexibility makes it possible to find the perfect balance between customer care and call-center efficiency — without extra calls or overload. Price — 2 € per day. More about dialer intervals — in a separate article.
Speech recognition
Here we’re talking about IVR (Interactive Voice Response) with speech recognition. In other words, a call comes into the call center (or a dialer calls the customer), and during the conversation with the bot the customer can simply say what they want — the system will understand and route the call according to the right script.
You can read how to set up IVR with recognition, in our guide.
Recognition is powered by leading solutions — Google and OpenAI. The module compares the customer’s answer with a list from the dictionary that can be defined in the script. Even if a person speaks with an accent or not quite clearly, the system will still understand them in most cases.
Right now Oki-Toki (with built-in OpenAI) recognizes English, Ukrainian, Polish, Kazakh, Portuguese, Czech, Georgian, and Russian.
The price depends on the selected module, the number of processed minutes, and the functions used. The unit of measurement is a “fragment” — an audio recording from 1 to 15 seconds long. No charge is applied for fragments if there are fewer than 50 per day.
In addition to our own solution, Oki-Toki can also recognize speech through Google. It understands speech accurately, which is useful when working with different languages and accents. Google recognition is billed in the same way — up to 50 fragments free, then charged per fragment.
NEW! We have added the ability to recognize customer speech during Webcall calls. Now the system not only logs the call, but also responds to the customer, recognizing speech with Whisper. This makes calls fully interactive: the customer can ask a question by voice, and the AI robot will respond immediately — clarify the details and provide the needed information.
Speech synthesis
This uses the Text-to-speech function. Speech synthesis is needed for scripts where the bot will read out static or dynamic text from contact fields.
How it works:
- Static text: In the script, on the “Say a phrase” block, choose one of three synthesis methods: Google, OpenAI, or Oki-Toki. Then specify the language, the voice, and enter the phrase. It will be spoken to the customer.
- Dynamic: The setup is the same as for static text, but by using variables added to the phrase, the bot will speak data from the contact fields. For example, the {{Name}} variable is the customer’s name specified in the CRM form.
- Example: A phrase might look like this: “Good afternoon, {{Name}}, this is Oki-Toki, you used {{Service}} for {{Amount}}.” And the bot will say it as “Good afternoon, Anna, this is Oki-Toki, you used speech synthesis for 2 €”.
Speech Synthesis can also be used to create a phrase for an IVR block. In the audio settings, choose the synthesis method, language, and voice, then click “Create” and the text will turn into an audio recording that the customer will hear.
Price: up to 1000 characters – free; from 1000 to 5000 – 2 €; up to 10000 – 4 €, and so on.
Hiding the customer’s phone number
This setting is necessary for strict confidentiality compliance. There can be no leaks from Oki-Toki, while company agents see the customer information that is stored in their CRM database. The premium option hides the phone number from the agent so it cannot be used for any improper purpose.
In Oki-Toki, the number will be masked with asterisks, which protects personal data, corporate clients, minimizes the risk of exposing contacts, and so on.
Price – 2 € per day.
Two-way call transcript
A transcript is the text version of a call dialogue. In other words, it is voice-to-text transcription. In the Call Log, one-way transcription is enabled by default — the agent’s side. It is free and writes text based on the browser language. But if you need to transcribe what the customer says as well, there is two-way transcription.
Features:
- Quickly read the conversation instead of listening to audio;
- Search for keywords and phrases, and also track speech analytics rules;
- Check whether scripts and communication standards are being followed.
Pricing is calculated by duration:
- up to 30 minutes — free;
- from 30 minutes to 2 hours — 2 € per day;
- up to 360 minutes — 4 €, and then according to the plan.
Reports
These are automatic reports that are sent to management’s email depending on the selected period. Reports collect all the key call-center metrics: number of calls, average duration, agent efficiency, and much more.
You can create different reports and choose the needed sections:
- Agent shifts and statuses;
- Incoming and outgoing call details;
- Dialer and callback performance;
- International metrics;
- Company costs, and so on.
Price: 10 report sections are free, and the rest are charged at 1.5 € per day for every 10 sections.
Additional useful Premium options
- Extended data retention period
In the system, your information (reports and contacts) is stored free of charge for 6 full calendar months. After six months, outdated report data will be deleted.
You can extend the retention period for as long as you need — up to 5 years if necessary.
- Additional audio storage
By default, 10 GB is allocated for call recordings, but you can increase the storage volume. Each additional 10 GB costs 6 € per month.
- API requests
Incoming and outgoing API requests for sending report data, adding tasks to the dialer, and so on. Up to 1000 requests are free.
- Automatic cloud audio export
Call recordings will be uploaded to a connected external drive: Yandex Cloud, Google Drive or Dropbox. Price — 2 € per day.
- SMS module
Sending SMS messages to customers from the agent workspace, the CRM form, or according to a call script. Price 2 € per day.
Oki-Toki Premium services are a set of smart tools created by our developers based on our ideas and customer feedback. They help you bring your business projects to life, make call-center work more convenient, and make service noticeably more professional. Speech recognition, convenient calling times, automatic SMS messages — all of this is an important part of a positive customer experience that leaves people satisfied with quality service.
