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
Online monitoring
Reports
Contact Center Automation Tools
Use additional tools as needed
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!
- 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.
- 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.
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.
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.
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.
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
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.