Industry Solutions

Call Center for Online Store

Building a contact center for online stores from scratch with us takes from a few hours to 1-2 working days, depending on the complexity of the tasks. By using the tools and capabilities of Oki-Toki, you will get a multifunctional contact center without the need to connect additional software and equipment.

Колл-центр для интернет-магазина

Functional Capabilities for Online Stores

Choose the tools necessary for the contact center to work!

Dialer Modes

  • Callback mode. First, a call is made to the agent, a message is played, and then a call is made to the client. This mode is used for working with VIP clients and when dealing with hot clients.
  • Progressive mode. The slowest mode. It only works for agents in Ready status, taking up one line for each free agent. This mode does not create “dropped” calls. It is mostly used for working with warm clients.
  • Power dial. A method of reducing the waiting time for connection, in which the dialer occupies a certain number of lines with calls for each agent in Ready and PCP status. This mode is chosen by microcredit services and owners of “bad or generated” databases.
  • Predictive mode. A dynamic mode of adjusting the number of lines for constant loading of agents while keeping the share of “dropped” calls at a predetermined level. Effective from 15 agents on a single dialer. The efficiency of agent work increases 2-3 times.
  • Limitless mode. A mode of using lines without restrictions. Normally used for calls with IVR, notifying clients about a promotion or service

Flexible Dialer Settings

  • Managing the number of dial attempts. Define for the dialer how many dial attempts it should make for each number. This can be a specific number or until the call is successful.
  • Managing the interval of dial attempts. Determine for the dialer how frequently it should attempt to redial: once an hour, every few hours, daily.
  • The ability to expand the database in real-time. Add new numbers to the dialer’s database at any moment, without stopping its operation.

Configuring Dial Priorities

  • By task creation time: first new or first old.
  • By scheduled call time: the most overdue or first timely ones.
  • By task priority: urgent, normal, low.
  • By the number of attempts: maximum or minimum.

Agent Control

  • Automatic survey about service quality.
  • Evaluation form for agent work quality.
  • Indicators of service level for agents and queue.
  • Monitoring presence at the workplace.
  • Accounting for agents’ occupancy.
  • Norms for agents’ work.
  • Rating agents’ work.
  • Agents’ statuses.
  • Intercepting and listening to calls.

Integration with CRM

  • Integration with RetailCRM, Leadvertex, Bitrix24, amoCRM (coming soon).
  • Transfer of order parameters and subscriber data from external CRMs.
  • Uploading call data and record into CRM.

Voice Messages (IVR)

  • Record voice messages yourself or with the help of Yandex TTS robots.
  • Connect your incoming calls and set up voice greetings for them.
  • Notify clients about order status and delivery with outgoing calls.
  • Program IVR dialogues with the subscriber, as a result of which connection with a specific department or agent is possible.
  • Provide the subscriber with the opportunity to answer IVR questions using tone dialing or voice.

Call Reception Line

Connect your IP telephony for receiving and processing calls. Store all inquiry information in one system!

  • connecting any number of communication providers;
  • routing outgoing calls based on operators’ tariffs and prefixes;
  • controlling authorized directions;
  • setting a spending limit on communications;
  • automatic communication quality monitoring;
  • automatic SMS and email notification upon reaching spending limits or deteriorating connection quality;
  • reports on cost, number, and duration of calls.

Call Recording

Full call recording in mp3.
Integration with Google Drive. Free storage for 1400 hours of calls.

Statistics on Inquiries

Detailed statistics, summary reports, and breakdowns by total number of calls, lost calls, downtimes, etc. Use reports to optimize call center operations!


  • 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

Paying for Oki-Toki is beneficial!

Pay for what you use

At our service, you only pay for what you use! More work – you pay more, very little – your costs will be microscopic.

Loyalty Account

For using our service, we credit u.e. to a special account. Bonus funds can be used to pay for any Oki-Toki tools.

Credit Options

If you can’t top up your account in Oki-Toki, you can always take out a loan that will last for a week of operation.


Representatives in Russia and Ukraine. Services are provided under an offer agreement. Payment by bank transfer or Visa/MasterCard. Document dispatch via EDI.

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Cloud Call Center for Online Store

Oki-Toki is a cloud service suitable for online stores looking to set up their own call center with minimal effort and expense. We understand the specifics of online store operations and offer a ready-made solution that easily adapts to your needs.

With Oki-Toki, you can launch your own call center in just a few days or even hours, giving the employees already working for you the role of agents. This will allow you to save significant resources since you will not need to purchase new software or additional equipment. Your existing computers are already suitable for working with Oki-Toki. We will easily connect you to our cloud service and set up all the necessary tools for your online store call center to function effectively.

Why Does an Online Store Need a Call Center

Customers may reach out to an online store’s call center to inquire about an order or product, check availability, price, delivery conditions, payment methods, or pickup locations. Sometimes a customer needs help choosing a product, and if a chatbot cannot handle it – a consultant who knows the range and properties of the products is needed. Also, calls may be made to inquire about vacancies, provide advertising information, or arrange cooperation.

Functions that a call center can perform:

  • Customer support: Agents of the call center will answer customer questions, solve problems, and provide necessary information, which helps retain and attract new buyers.
  • Consulting: Agents can assist with product selections, provide information about availability, prices, consult on product characteristics and functions, and also help with setting up and using devices.
  • Order processing: The call center can accept and process orders, check product availability, and inform clients about delivery and payment. Agents can provide information about discounts and promotions, and clarify order details.
  • Resolving disputes: The call center can resolve disputes and complaints from customers, offering compromise and solution options. This helps maintain customer trust and prevent negative reviews.
  • Contacting customers: With the call center, you can reach out to potential customers, for example, by dialing a database of numbers or sending notifications about new products, promotions, and discounts. This helps attract new customers and increase sales volume.
  • Collecting feedback: You can receive feedback from customers, conduct surveys, and analyze opinions. This allows checking the quality of service and finding out the preferences of buyers.

Having a call center is one of the important factors for the success and competitiveness of an online store. Consider your needs, evaluate the advantages, and choose the most suitable option for your business. Investing in a call center will pay off in terms of satisfied customers, increased sales, and steady growth of your online store.

What Tasks Will Oki-Toki Solve for an Online Store?

Oki-Toki provides a set of tools that will help an online store optimize call handling, improve communication with customers, increase the level of service, and boost sales:

  • Handling Calls: Oki-Toki automatically accepts calls from customers and directs them to call center agents. The system allows recording conversations with clients for analyzing dialogues.
  • Call Management: Agents of the online store call center can create conferences, transfer calls, and keep clients on hold, providing more efficient service.
  • Chat with Clients: Agents of the online store can interact with customers and partners via chat, provide consultations, clarify information, and promptly respond to questions. Customers can use chat on the site or write through a messenger, and agents will respond through Oki-Toki’s chat system.
  • Routing Calls to Specialists and Departments: Oki-Toki allows effectively routing calls between agents or departments of the call center. Clients will be automatically directed to the appropriate employee, ensuring quick and accurate issue resolution.
  • Email and SMS Notifications: With Oki-Toki, you can inform clients about changes in delivery conditions, new arrivals, discounts, promotions, and other events via email and SMS newsletters. 
  • Attracting New Customers: Using the dialer from Oki-Toki, you can attract new customers by dialing a database of numbers. You can set up automatic dialing with a robot that will talk about promotions or other useful information. This is an effective way to draw attention to your business and increase your customer base.
  • Analytics and Reporting: The Oki-Toki system provides a variety of reports and analytical data on calls, client inquiries, and call center operations. This helps the online store analyze its activities, identify trends, and make informed decisions to improve work efficiency.

Cloud Call Center for Online Store

Cloud call centers have become an integral part of modern online stores, providing them with numerous advantages and opportunities. They allow effectively managing communication with clients, improving service quality, and reducing expenses on equipment and software.

Advantages of a cloud call center:   

  • Flexible Scaling: The cloud service for the call center of an online store is suitable for both large, established companies and new ones just starting out. With it, you can easily add new agents without extra expenses on software or equipment.
  • Resource Savings: The cloud call center allows optimizing expenses during periods of increased workload. When you have many clients and a lot of work, you can quickly scale your call center, and during quiet periods, reduce the number of agents to save money.
  • Work Flexibility: With a cloud solution for the call center, your team can work anywhere, even remotely. Agents can be distributed across different locations and flexibly manage their work schedule. A remote call center for an online store allows attracting the best specialists from different regions.
  • Support and Assistance: When using a cloud call center, you can count on quality technical support. In case of issues or questions, you can always ask for help and receive professional consultation.

As a result, the use of a cloud call center is becoming increasingly popular among online stores. Flexible scaling, resource savings, work flexibility, and quality support make it an indispensable tool for improving communication with clients. Regardless of the size of your online store, a cloud call center offers many advantages, helping you achieve better results and improve customer service level. 

Oki-Toki Features for Online Store Call Center

We offer a wide range of tools, reporting, and settings that will allow you to fully adapt the system to the tasks of your online store.

  • Virtual PBX: Oki-Toki allows setting up a virtual automatic telephone station (PBX) without the need to purchase expensive equipment. All work is done through a web browser, providing flexibility and cost savings.
  • Voice Menu (IVR): The interactive voice menu IVR allows creating a call chain and directing clients to the necessary specialists or departments through button presses on the phone or voice recognition.
  • Call Recording and Transcription: In Oki-Toki, calls are automatically recorded and saved for subsequent analysis of interactions with clients. 
  • Reporting: The call log contains all data on interactions with clients, including phone numbers, agents, date, time, and call duration, as well as information from the CRM form. You can listen to conversations, view transcriptions, and export calls for further analysis.
  • Omnichannel: The online store should be ready to communicate with clients through various communication channels they prefer. Oki-Toki supports an omnichannel approach, allowing information exchange with clients through different channels, such as calls, email, messengers, and chat on the website. 
  • Voice Mailings: With Oki-Toki, you can send voice messages to clients, recorded by an announcer or synthesized by a robot. This will help automate routine tasks. For example, a voice robot can inform a client about the status of an order or a change in delivery.
  • Callback Dialer: The automatic dialer Callback feature allows calling back “lost” clients who could not get through. Oki-Toki will automatically call back subscribers at a specified time, so not a single important request is missed.
  • CRM Integration: Oki-Toki can integrate with the existing CRM of your online store or provide built-in CRM as part of our service. This will allow managing the client database more efficiently, track important data, and interact with clients. You will be able to save information about clients, orders, and contacts, as well as track the history of communication and plan tasks to increase the efficiency of your online store’s operations.

We offer simple registration, training, technical support, payment by day, or regular payments, so you can fully leverage the capabilities of our service.

Evaluating Contact Center: KPIs for Agent Performance 

Oki-Toki offers a range of convenient tools specifically designed for supervisors and call center managers to analyze agent performance and obtain valuable data for decision-making:

  • Automatic survey of customers about service quality;
  • Indicators of service level and queue waiting time;
  • Monitoring staff presence at the workplace;
  • Control of lateness and cases when an agent leaves the shift early;
  • Accounting for agent occupancy, norms, and rating of work;
  • Interception of calls and listening to dialogs with clients;
  • Displaying key and “forbidden” words in the dialogue transcript (speech analytics);
  • Agent log and summary reports;
  • Report of agent performance indicators;
  • KPI indicators and evaluation of dialogues. 

To take advantage of the Oki-Toki service for your online store, simply leave a request on our website. Do not delay – utilize the ready-made solution for your call center today!

Submit your request and receive a detailed consultation from a specialist.

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