Tools for the head of the call center
Essential tools for contact center managers are real-time monitoring, flexible reporting, and process automation.
Online monitoring
Reports
Contact Center Automation Tools
Use additional tools as needed
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.
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.
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
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.
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.
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.