The Oki-Toki service provides detailed analytics for all calls, tasks, and agent statuses in the contact centre. Reports can be received regularly via email, exported via API or Excel, and can also be filtered and combined in your private dashboard. Learn more about reports for contact centres.
Cloud-Based Contact Center
Oki-Toki is the leading platform for cloud-based call center solutions. Optimize your customer interactions and enhance your agent's productivity with Oki-Toki's advanced features and integrations.
An agent requires a PC, headset, and internet for operation. They can work from any location.
Effortlessly scalable at any moment. No additional costs for equipment.
Setting up and managing can be done by a single person without technical knowledge.
Take advantage of new features as soon as they are implemented!
Benefits of Cloud Service over Boxed Solutions
Launch your call center operations in just a few days without unnecessary expenses!
Submit a RequestThe most advanced functionality on the market
Multichannel Handling of Requests
- Call servicing scripts (IVR, queues, rules, etc.);
- Automatic callback on missed calls;
- SMS and e-mail handling via the agent’s personal area;
- IVR greetings and menus;
Advanced CRM and Analytics
- Customization of contact appearance, user-defined fields, and tags;
- History of correspondence with the client, call history, and conversation logs;
- Normalization of numbers (incoming, dialed, and imported);
- Import/export of the phone database;
Telephony Management
- Connection of any number of communication providers;
- Routing of outgoing calls according to agent tariffs and prefixes;
- Control of permitted directions;
- Establishing a limit on communication expenses;
Management and Control of Agents
- Agent’s personal account (reports, ratings, settings);
- Internal chat and conferences;
- Presence detector at the workplace;
- Tracking agent’s workload and generating consolidated workload reports;
Utilize additional tools as needed
Oki-Toki Chat — it’s a unified center for handling customer calls and messages on social media, e-mail, website, and messenger apps: WhatsApp, Telegram, Viber, Skype.
- Connect Conferences, Video Conferences and Screen sharing to your chats.
- Work globally and competently.
- Expand your telephony functionality.
- Automate sales and support with chatbots.
- Manage the quality of chats with KPI, alerts, smart reports and rewards.”
The omnichannel platform brings together calls, web chats, emails, social networks, messengers, and mobile applications. This unified environment is extremely user-friendly, and the combined data creates the perfect conditions for bots – reliable and functional assistants.
- 5 dial modes: Preview/Callback, Predictive, Progressive, Ultra, Power,
- flexible settings for the number and interval of attempts,
- possibility to use in conjunction with the autoinformer,
- adjusting calls according to the client’s time zone,
- integration with external CRM,
- automatic handling of lost calls.
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.
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Setting Up Your Call Centre from Scratch in Just 3 Days
1 hour
Presentation of the Service Tailored to Your Project
1 день
Configuring the System to Match Project Requirements
8 Hours
Training Staff to Work with the Service
Launch!
Your Call-Center!
Rates
- Per Day
- Subscription Fee € 0,75
Storage of conversation records for up to 1440 hours, agent activity tracking and project management, 25 call reports, PBX functionality, agent quality evaluation form, email reports, speech analytics, guest accounts, report mixing, conversation scripts, KPI and disciplinary control – 10 reports a day.
- Additional Payment
- Agent's Workspace € 1
For 1 agent per day
- One-Time Payment
- Activating and Setting up the Service € 75
One-time fee for service connection and setup
Additional Tariffing for the Number of Attempts at Auto-Dialing
- Per day
- from 0 up to 500 pieces. Included in the subscription Included in the subscription
- Per day
- from 500 to 30,000 units. € 4,5
- Per day
- from 30,000 to 60,000 units. € 7.5
- for every 10,000 attempts
- from 60,000 units. € 1,2
Industry Solutions
We have a ready toolset for setting up a contact center in every niche!
Reviews on Oki-Toki from Other Services
Questions and Answers
What kind of call reporting is available?
Is there a customer card and what does it contain?
During a call, the client’s card automatically pops open. It presents information previously inputted about the client, their communication history, and an interactive dialogue script. The script allows the agent to send an SMS or email to the client, schedule callbacks, or set up automatic integration with other CRM, ERP, etc. systems. Learn more about the dialogue scripts.
Opportunity for a callback at a predetermined time?
Absolutely. Integrate the Auto Dialer into the conversation script or queue, and you’ll be able to set the time for the next call to the client.
Is it possible to monitor calls in a way that it's unknown who is being listened to?
The ability to online monitor an agent’s current conversation, as well as visual representation, is determined by access rights to the Oki-Toki interface. Learn more about access rights.
What are the KPI indicators for a call center?
The Oki-Toki service boasts over 100 KPI indicators designed to manage and facilitate a high-performing contact center. Learn more about KPIs for contact centers.
Is there speech analytics?
Yes, the Oki-Toki service has built-in speech analytics that integrates with transcription, disciplinary control, and quality control department surveys. Learn more about speech analytics.
Is there disciplinary control over the work of call center agents?
Of course. There are KPI tools, speech analytics, performance rating sheets, and automatic salary calculation. Learn more about agent control.
Is there a possibility to hide the number from the call center agent?
Indeed, unquestionably. The concealment of the number is determined by access rights.
Is it possible to create different scripts for different tasks for an agent within the service?
Absolutely. For each project, you can create your own sales and consultation scripts. Learn more about conversation scripts.
Which SIP communication providers can be connected to the Oki-Toki service?
Any SIP number or PBX can be connected to the Oki-Toki service via the SIP protocol.
What Tools are Available for Supervisors in Oki-Toki?
The Oki-Toki service boasts over 25 tools for supervisors. Reporting, dashboards, listening and monitoring tools for contact center agents’ work. Learn more about supervisor tools.
Do we assist with configurations?
Absolutely. During the 14-day trial period, a dedicated support agent is assigned to you, who will assist and educate you on how to navigate the system.
How does the tech support function, and is it possible to make a call when needed?
The Oki-Toki technical support operates daily from 10 to 18 hours. Primary communication occurs through the ticketing system within the personal account. Should there be a need, you can verbally communicate with a technical support agent via the communication channel of your choice.
Virtual Call Center
What is a cloud contact center and how can it benefit your business?/
Over 100 years have passed since the invention of the telephone by Bell. We continue to enhance his invention by making communication more convenient, efficient, and most importantly, profitable. (Bell initially had difficulties with the latter – yes – his closest clients were his deaf relatives)
A cloud contact center is a technology that enables your business to excel at call center service. It’s more than just a means of communication—it’s a platform that empowers you to use various solutions for contact centers: from omnichannel service to customer relationship management (CRM) systems. Cloud-based contact center solutions offer several advantages:
- Flexibility and scalability: Cloud call centers allow effortless scaling of your infrastructure depending on your business needs. You can increase or decrease the number of agents and functionalities in real-time.
- Mobility: With a cloud call center, you can service clients from anywhere in the world. All you need is internet access, and you can operate your contact center from any device.
- Cost reduction: Cloud-based solutions don’t require hefty equipment and infrastructure, significantly reducing capital investments and operational costs.
- Ease of implementation: A virtual call center can be swiftly deployed and configured for your company. This allows for client service startup without prolonged delays.
Cloud-based contact centers are free from additional maintenance and software upgrading costs, as well as problems with server hosting space. In the ‘clouds’, there’s always room for your business to grow.
Features of the Oki-Toki Virtual Call Center
“The telephone is your superpower, and your agents are superheroes in the world of customer service.” This is how every day at Oki-Toki began when we first launched our cloud call center. After all, our virtual call center is not just technology, it’s our passion and our mission.
The virtual call center integrates a wide range of tools designed to optimize the work of call and contact centers. With Oki-Toki you gain access to powerful automation tools, numerous call routing functions, monitoring, and analytics.
The key tools of Oki-Toki include:
- Omnichannel: handling chats, telephony, messengers and social media monitoring in one system.
- IVR (Interactive Voice Response): automated voice menus and call distribution across sections.
- Queue management: distributing calls among agents based on defined rules and priorities.
- Reporting and analytics: detailed statistics on call processing, waiting time, agent productivity, and other parameters.
- Automation with control and tracking bots.
- Flexible settings: auto-redial(predictive) and auto-informer with scripts setting.
- Efficiency of surveys and consultations: voice bots streamline the work.
- Convenient KPI management: automatic calculation of KPIs, salaries, bonuses, and penalties.
- Speech Analytics: automated analysis with integration for quality control.
- Tools for quality control: quality assessment questionnaires and KPIs.
- Integration with other systems: conversation scripts, integrated with email, SMS, calls, and CRM.
- Convenient shift management: working hours tracking and personal scheduling approval.
What to consider when choosing between a cloud call center and a server solution?
It’s like choosing between a space flight or a car trip. Of course, both options will set you in motion, but a virtual call center and cloud solutions simply turbocharge the process!If you need a flexible, easy-to-use system, with innovations cropping up every day – then your choice is a cloud call center. However, if you prefer full control and rigidity of decisions, you might lean towards server solutions. Key factors in choosing between a cloud call center and a server solution (on-premise):
- Geographical distribution: If your company has branches or agents in different cities or countries, a cloud-based call center will provide you with convenient remote management and servicing.
- Costs: Cloud call centers typically have a more predictable total cost of ownership and lower initial costs than server-based solutions where equipment procurement and infrastructure setup are required.
- Updates and technical support: Cloud solutions offer regular updates and technical support, freeing you from the worry of system updates and providing a higher level of security and availability.
How to properly choose a cloud call center for your business?/
When choosing a cloud call center, you need to consider a number of factors. As our chief technical officer says, “The call center platform should be like a well-trained dog: smart, reliable, and always in touch!”.
The main emphasis when choosing should be on:
- Functionality: Make sure the offered features and tools meet your call center needs. Consider call routing capabilities, CRM integration, reporting and analytics, and additional features that can boost your business efficiency;
- Scalability: Check how easy and flexible you can scale the cloud call center according to your business growth;
- Security: Pay attention to the security measures taken by the cloud call center provider to guarantee the protection of your data and communication integrity;
- Provider’s reputation: Investigate the reputation and experience of the cloud call center provider, including customer reviews and his market position.
8 advantages of using the virtual call center service
So, what do you get using the Oki-Toki virtual call center?
- Continuous operation: Our cloud-based contact center service operates 24/7/365, ensuring uninterrupted customer service.
- Flexibility: No need for an office or physical equipment. Work from anywhere, on any device.
- Cost reduction: Cloud solutions help save on IT infrastructure and maintenance expenses.
- Scalability: Cloud solutions let you quickly increase or decrease the number of agents as needed.
- Comprehensive analytics: Full insights into the system’s and agents’ performance.
- Remote work: Your call center can be anywhere you want it to be, and it doesn’t necessarily have to be an office.
- Omnichannel: Provide customer service across various communication channels: calls, chats, social networks – all under control.
- Customer service automation: Automated responses, interactive voice menus, and much more help make customer service even more efficient.
Review from the service Startpack
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.
Iulia Raiscaia
Review from the service Voipoffice
We’ve been working with Oki-Toki for over 3 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 three years we have never had a situation where Oki-Toki didn’t work for more than 4-5 minutes and that happens very rarely.
Bogdan Koshevyy
Review from the service Otzovik
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.
Love
Review from the service Indexcall
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.
Guest