Tools for Contact Center Operators

We make convenient tools for operators to work with the client and their team. We also make it easy to evaluate work through KPI and automated payment calculation. Video

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Working with a client

Call planning
Just agreed with the client on the date and time of the next call? Schedule it immediately in the system!
Delay before auto-call to familiarize with the card
Turn on the call delay of the client in order to have time to familiarize yourself with the card and prepare for the conversation.
Communication history
Displaying the history of communication during a conversation will reduce the time to search for past calls and resolve issues with the client.
Ability to listen to recent conversations
Not only view who was called, but also listen to the recordings of your calls, for example, to remember or double-check order details.
Using conversation scripts, you can standardize communication with the client, as well as automate the work with calls, letters and SMS. Read more here
Friendly Integrations
Oki-Toki CRM can be integrated with any modern CRM, many telecom operators, file storages and other external services. To do this, we have ready-made plugins and API .

Teamwork

Possibility to track time “at lunch” and “work with documents”
Need to go to lunch or do some paperwork? Select this status, and Oki-Toki will automatically distribute calls between the remaining operators, and the supervisor will see the reason for the pause and your comment.
Internal chat
Communication with colleagues has never been so quick and convenient. In one window, communicate with the client, seek help in a private chat, and view general company notifications.
Widget “Users”
Need to forward a call or call your manager, but not sure if he's there? A special widget “Users” will display what status the user is in, of course, if you have the right to do so.

Personal KPI achievement statistics and salary

KPI fulfillment
There are KPIs in every Call Center and they need to be met. We have made the “Indicators” widget, which displays a list of indicators in real time, the required and current values, and the accrued bonus.
Good work is rewarded, but violations are punished. How much was charged per day of work, were there any violations, who should count on the bonus? Thanks to automation, it is possible to build management of the virtual balance of operators, replenishment and debiting of virtual funds from it for the work performed.

Use additional tools as needed

Tools for the IT department

Necessary tools for the IT department of contact centers – API, webhooks, automation, logging and data backup. Service management Browser only. Fault tolerance. Scaling. Data security and access control Hosted on your servers. Access control. Access and change log. API integrations . Webhooks. Ready Integrations.

Executive tools

Essential tools for contact center managers are real-time monitoring, flexible reporting, and process automation. Online monitoring Widgets, reports and automatic notifications. Reports Report Designer. historical data. Email reports. API integration. Export data to Excel. Contact center automation tools Speech analytics. Quality control. KPI measurement. Changes. Salary, fines and bonuses.

Reviews about Oki-Toki from other services

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Iulia Raiscaia

Feedback from the Startpack service Pros: extensive functionality, a huge number of reports. The company itself is ready to develop new products to improve the quality of work. Integration of statistical data, disciplinary reports and reports. A convenient platform for a company with a large number of clients. Linking a personal manager to a client, which is important at the first stages of working with the program. Full automation of calls, recording and archive of all telephone conversations. API integration. At the same time, the cost of these services on the market is low. Cons: Lack of a number of widgets when moving to a new opera place, although this can be considered as an advantage, since it does not scatter the attention of the operator when calling

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Bogdan Koshevoy

Feedback from the Voipoffice service We have been working with Oki for more than 3 years. Excellent service for the implementation of projects and at a very good price. If there are people, pay, if there are no people, don’t pay. We have already implemented a large number of projects on the Oka platform. Very convenient widgets for tracking indicators and flexible settings. If you want to quickly launch a project that will work stably, I definitely recommend Oki. We have not had situations in 3 years that the oki did not work for more than 4-5 minutes and this happens very rarely.

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Lubov

Feedback from the Otzovik service We have been working with Oki since 2018, we found them when we opened an online store. The service is very flexible. At first we had a couple of operators, and we bought only 2 operator positions. Now there are more operators, we spend, of course, also more, but there are no “extra” and imposed payments. There are 10 operators – you pay only for 10 operator places. You don’t need, for example, a voice robot – you don’t pay for it, you need it, you connected it. But there is a personal manager only at the stage of connection and the test period. Generally satisfied.

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Guest

Feedback from the Indexcall service There are pluses and minuses in the operation of the system. Although in general a positive impression. From the conveniences: a clear interface and work from the browser, the capabilities of the dealer. IVR is very cool. Creating voice greetings or scripts is really cool. Of the minuses: the raw interface of the operator’s workplace, there are a number of shortcomings. It’s a little annoying that many related functions are in different sections. It would be nice to add more hints. In general, more satisfied with the work than not.

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