Tools for Contact Center Operators Oki-Toki

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
Did you agree with the client on the date and time of the next call? Schedule it in the system right away!
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 will reduce the time spent searching for past requests and resolving issues with the current client.
Ability to listen to recent conversations
Not only view who was called, but also listen to your conversations, for example, to remember or double-check order details.
Conversation scripts
Using conversation scripts, you can set call statuses, send automated emails, view hints, and even pick up where you left off in the last conversation. Read more here
Integrations with popular CRMs
CRM Oki-Toki can integrate with any modern CRM (AMOCRM, BITRIX24 - yes, of course). There are ready-made плагины и API

Teamwork

Possibility to track time “at lunch” and “work with documents”
Need to go to lunch or do some paperwork? Select the desired pause status, and Oki-Toki will automatically distribute calls between the remaining operators, and the supervisor will see the reason for the pause.
Internal chat
colleagues have not yet been so prompt and convenient. In single window mode, communicate with the client, ask for help in a personal chat, and view general company notices.
Ability to see the status of other 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 if you have access rights.

Personal KPI achievement statistics and salary

KPI fulfillment
There are KPIs in every Call Center and they need to be met. And we have made the “Indicators” widget, which displays the current KPIs and violations in real time. You will see the required indicator, the current indicator and the accrued bonus.
Display of accruals and write-offs of funds on the virtual balance
Good work is rewarded, but violations are punished. How much was charged per day of work, were there any violations, is it worth counting on a bonus? Thanks to small automation settings, you will be able to monitor your virtual balance in real time, replenishment and withdrawal of virtual funds from it. Eliminate hidden violations in your work, shortcomings that are talked about only at the end of the month before the salary.

Use additional tools as needed

Cloud call center

All the functionality that a call center may need in your browser!

  • Multichannel call processing,
  • Advanced CRM and analytics,
  • telephony management,
  • Management and control of operators.

And much more!

Auto redial
  • 5 dialer modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
  • flexible settings for the number and interval of attempts,
  • the possibility of using in conjunction with an autoinformer,
  • adjustment of calls according to the time zone of customers,
  • integration with external CRM,
  • automatic processing of lost calls.
Voice robot

Auto-operator – Oki-Toki’s voice robot to replace operators in routine tasks. It’s scripted, so it’s predictable, requires no training, and is ready to go right from the start.

  • Working with open and closed questions
  • Single and multiple choice, multilingual,
  • Offer “Let’s call you back”,
  • Definition of ambiguities and ambiguous answers,
  • Speech synthesis: More than 15 voice options
  • Possibility to send SMS, Email, Viber or Whatsapp messages.
  • Import dialog from MSWord & Google Docs
  • Dialogue metrics
  • Free recognition of yes/no answers and numbers
Voice mailings
  • recording and setting standard voice messages and greetings,
  • automatic notifications of clients about the amount of debt, order, account balance,
  • integration with external CRM for use when making a call (addressing the client by name, etc.),
  • speech synthesis and recognition for voice messages,
  • creating scripts for dialogue with customers using tone dialing,
  • the ability to connect your telephony,
  • posting schedule,
  • connection of the call-reset function.
Conversation scripts

A tool for systematizing, controlling and automating the process of communication with customers.

  • automatic messages to respondents by mail or SMS,
  • automatic notifications of responsible or customers, for example, about a sale or an application,
  • integration with other CRMs to collect or send data during the dialogue,
  • creating your own conversation script templates,
  • survey quotas,
  • linking answers to contact fields in the card,
  • training of employees without affecting the statistics of work projects,
  • individual KPIs for operators and much more.
Speech analytics

Call scoring, transcripts and speech analytics are three Oki-Toki tools that will allow you to control the quality of calls in your call center!

  • automatic selection of an audio recording for verification,
  • voice distortion to eliminate subjectivity,
  • statistics of operators’ assessments and the work of the quality control department,
  • karaoke mode (matching the text of the audio recording and highlighting the text while listening),
  • tracking interruptions, pauses, the use of obscene (obscene) words in a conversation with a client,
  • tracking the compliance of the questionnaire with the transcript of the conversation.
reports

Is it difficult to work with reports? Does your call center need convenient reporting for the manager? Start using Reports!

  • Automatic sending of reports at the specified time.
  • Ready-made templates for all types of projects and types of work.
  • Clear reports without unnecessary data.
  • Division by projects.
Operator tools

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. Work with the client Call planning, Personal ringtones, the ability to listen to recent conversations, conversation scripts, integration with CRM. Teamwork Accounting for work time, Shift management, Internal chat, Ability to see the status of other users KPI and salary Display of the plan and its implementation, accrual of bonuses, Display of accruals and write-offs of funds on the virtual balance of the operator

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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