Tools for the head of the call center

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

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Online monitoring

Widgets
Multiple (50+) metrics to drive progress towards goals across all levels of your call center. You will find them where you spend a lot of time: on the dashboard, in the workplace of the operator and service management.
If you regularly send reports to customers or are often on business trips, then use reports - regular reports with important metrics in the traditional form and in email messages.
Automatic notifications
Set up automatic notifications to track critical contact center metrics.

Reports

Reports for every taste
The Oki-Toki service contains many reports and metrics: employment, discipline, calls, expenses, dialer, import, and much more. All reports have a flexible filter, format selection and API access.
Report Designer
Try our report builder - Datamixer. Select only the fields you need from reports, receive it regularly by email, share it with your colleagues and customers.
Historical data
Use reports to track call center KPI dynamics over the last 7 periods.
Export data to Excel
In the Oki-Toki service, any report can be uploaded to Excel.
Email reports
With the help of the Datamixer and Reports (Smart Reports) tools, you can send regular reports to yourself, colleagues and customers.
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

Automatic control over the implementation of plans and standards by operators.
Automates the analysis of conversations by putting marks in the transcripts that need attention. Integrated with KPI, scoring and payroll.
Organization of the process from creating a questionnaire and selecting calls to creating reports. Integrated with KPI, scoring and payroll.
Set up payroll based on KPIs in the Invoices and Payments tool. He will translate the KPI values into the amount of salary accruals and organize the accounting of payments.
Shifts
Control the start and end of work, being at the workplace and the employment of operators. Integration with reports and KPIs.
Using KPIs, charge bonuses and penalties to operators and supervisors. The tool is integrated with payroll.

Use additional tools as needed

Tools for the IT department

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.

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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