Tools for Contact-Center Agents

We create convenient tools for agents to interact with customers and the team. We also simplify the assessment of achievements through KPIs and automate payroll calculation.


Working with the Customer

Планирование звонка
Call Planning
Just coordinated the date and time of the next call with the client? Schedule it immediately in the system!
Задержка перед автозвонком для ознакомления с карточкой
Delay before Auto-Dial for Familiarizing with the Agent's Card
Implement the customer call delay to ensure you have enough time to review the profile and prepare for the conversation.
История общения
Communication History
Displaying communication history during a conversation will reduce the time spent searching for past interactions and resolving customer issues.
Возможность прослушивать звонки
The Opportunity to Review the Latest Conversations
Don't just browse who you've called, but also listen to the recordings of your calls, for instance, to recall or double-check the details of an order.
Сценарии разговоров
By using conversation scripts, you can standardize communication with the customer, as well as automate the handling of calls, emails, and SMS. Learn more here
Дружественные интеграции
Friendly Integrations
Oki-Toki CRM has the ability to integrate with any modern CRM, many communication operators, file storage, and other external services. For this, we have ready-made plugins and API.


Возможность учёта времени “на обеде” и “работа с документами”
The ability to track time 'on lunch' and 'working with documents'
Need a lunch break or to work on some documents? Choose such status, and Oki-Toki will automatically distribute calls among the remaining agents, while the supervisor will see the reason for the pause and your comment.
Внутренний чат
Internal Chat
Communicating with colleagues has never been so quick and convenient. In one window, interact with the customer, seek assistance in personal chat, and view shared company notifications. As a seasoned Marketing manager with hands-on experience in the Contact Center Sales Department, I know the importance of efficiency and clear lines of communication. Use popular terms and keywords to navigate the system. With the Oki-Toki feature, you have a structured approach to customer interaction at your fingertips, thanks to our comprehensive agent scripts. Take the complexity out of communication with Oki-Toki!
Виджет “Пользователи”
Users" Widget
Need to transfer a call or ring the manager, but not sure if they are available? The special 'Users' widget will display the user's status, of course, if you have the right to do so.

Personal KPI Achievement Statistics and Salary

Выполнение KPI
Achieving KPIs
KPIs are inherent in every call center, and their fulfillment is mandatory. We've created a "Metrics" widget, which in real time displays a list of the required indicators, their current values, and the accrued bonus.
Управление зарплатами
For good work, you get paid, but for violations, fines are accumulated. How much was accumulated for a day's work, were there any violations, who should be expecting a bonus? Thanks to automation, you can build a virtual balance management of agents, replenishing and deducting virtual funds from it 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.

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.

Reviews on Oki-Toki from Other Services

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