Contact Center Manager Tools - Oki-Toki

Tools for the head of the contact center in the Oki-Toki service

Essential tools for contact center managers are real-time monitoring, flexible reporting, and process automation. Video

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Online monitoring

Widgets
Displaying more than 50 contact center indicators on the dashboard and promptly informing employees via chat will help prevent the “fire” from the very beginning.
reports
You can also control the work of the contact center remotely, receiving constant reports with important metrics by mail.
Automatic notifications
Set up automatic notifications to track critical contact center metrics.

Reports

Reports for every taste
The Oki-Toki service contains more than 25 reports and 200 metrics. Each report contains a flexible filter with which you can display only the necessary information.
Report Designer
Try our report builder - Datamixer. Select only the fields you need from the reports and receive it regularly by email.
Historical data
With the help of reports, track the dynamics of changes in important indicators over the last 7 periods.
Export data to Excel
In the Oki-Toki service, any report can be uploaded to Excel.
Email reports
Using the Datamixer and Reports tools, you can regularly send information to customers, department heads and the company.
API integration
Use our API and connect your CRM, ERP, PDF and ICQ :) We have not only an extended and convenient API, but also technical support that answers questions. :)

Contact Center Automation Tools

Measuring KPI by many parameters
Automatic control over the implementation of plans and standards by operators.
Automatic speech analytics
Automates the analysis of conversations by putting marks in the transcripts that need attention. Integrated with KPI, scoring and payroll.
Questionnaires for assessing the conversations of operators
It will help organize the process from the selection of calls for verification to the creation of reports. Integrated with KPI, scoring and payroll.
Operator payroll
Set up payroll based on KPIs in the L/C and Payments tool. He will translate the KPI values into the amount of salary accruals and organize the accounting for its payment.
shifts
Control the arrival and departure from the shift, being at the workplace and the employment of operators. Integrated with reports and KPIs.
Calculation of bonuses and penalties for employees
Using KPIs, charge bonuses and penalties to operators and supervisors. Integrated with payroll.

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 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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