Industry Solutions

Call Center for Online Stores

Building a contact center for online stores from scratch takes us from a few hours to 1-2 working days, depending on the complexity of tasks. Using the tools and capabilities of Oki-Toki, you will receive 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's operation!

Dialer Modes

  • Callback mode. Initially, the agent receives a call, a message is played and then a call is made to the client. This mode is utilized for working with VIP clients and processing hot leads.
  • Progressive mode. The slowest mode of all. It works only for agents in Ready status, taking one line per available agent. This mode does not create “dropped” calls. It is mostly used for working with warm clients.
  • Power dial. A method of reducing connection waiting, in which the dialer engages a specific 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. The mode of dynamic adjustment of the number of lines for the continuous engagement of agents while keeping the share of “dropped” calls at a pre-determined level. Effective from 15 agents on one dialer. Agents’ efficiency is increased 2-3 times.
  • Limitless mode. A mode of using lines without limitations. It is usually used for calls with IVR, informing clients about a promotion or service.

Flexible Dialer Settings

  • Control the number of dial attempts. Define for auto-dialling the number of attempts it should make for each number. This could be a specific number or until the call is successful.
  • Manage the interval of dial attempts. Determine the frequency at which auto-dialling should re-dial: once per hour, several hours, a day.
  • Ability to expand the database in real time. Add new numbers to the auto-dialling database at any moment, without stopping its operation.

Setting Dial Priorities

  • By task creation time: latest first or oldest first.
  • By scheduled call time: most overdue or timely first.
  • By task priority: urgent, standard, low.
  • By number of attempts: maximum or minimum.

Agent Control

  • Automated surveys about service quality.
  • Evaluation form to assess the quality of the agent’s work.
  • Indicators of the service level of the agents and queue.
  • Monitoring presence at the workstation.
  • Tracking agent occupancy.
  • Agent work standards.
  • Tariffing of agent work.
  • Agent statuses.
  • Call interception and listening.

CRM Integration

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

Voice Messages (IVR)

  • Record voice messages yourself or with the help of Yandex TTS robots.
  • Connect your inbound calls and customize voice greetings for them.
  • Notify customers about the status of their order and delivery during outgoing calls.
  • Program an IVR dialog with a subscriber, as a result of which a connection with a specified department or agent is possible.
  • Provide the subscriber with the ability to answer IVR questions using touch-tone dialing or voice.

Line for Receiving Calls

Connect your IP telephony for call reception and processing. Store all interaction information in one system!

  • connect any number of communication providers;
  • route outgoing calls based on agent tariffs and prefixes;
  • control approved directions;
  • establish communication cost limits;
  • automatic quality of service monitoring;
  • automatic SMS and email alerts upon reaching expenditure limits or quality of service deterioration;
  • reports on cost, quantity and duration of calls.


Call Recording

Complete call recording in mp3 format.
Integration with Google Drive. Free storage for up to 1400 hours of calls.

Statistics on Inquiries

Detailed statistics, summary reports, and snapshots of the total number of calls, lost calls, downtimes, etc. Use reports to optimize the operation of the call center!


  • 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 profitable!

Pay for what you use

In 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.C. to a special account. Bonus funds can be used to pay for any Oki-Toki tools.


If you are unable to top up your Oki-Toki account, you can always take out a loan that will last you for a week of work.


Representations in Russia and Ukraine. Services are provided under a contract offer. Payment by bank transfer or Visa/MasterCard. Sending documents by electronic document management.

Reviews on Oki-Toki from Other Services

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Cloud Call Center for Online Store

Oki-Toki is a cloud-based service, suitable for online stores looking to set up their own call center with minimum effort and expense. We understand the unique needs of online businesses and offer a tailor-made solution that easily adapts to your requirements.

With Oki-Toki, you can launch your very own call center in just a few days or even hours, assigning the role of agents to your existing staff. This profitable approach saves substantial resources as there’s no need to acquire new software or additional hardware. Your existing computers are already compatible with Oki-Toki. We can seamlessly link you to our cloud service and set up all the requisite tools for an efficient operation of your online store’s call center.
h3>Why an online store needs a call center/h3>
Customers can reach out to the e-commerce call center to inquire about their order or product, verify availability, price, delivery terms, payment methods, or pickup locations. Sometimes, they need assistance in product selection, and here, if the chatbot fails, it calls for an agent who is well-acquainted with the product range and features. The call center may also receive calls for job vacancies, advertisement information or collaboration inquiries.

Functions that a call center can perform:

  • Customer Support: Our call center agents are equipped to answer all customer inquiries, resolving issues and imparting useful information. This offers a powerful mechanism for customer retention and new customer acquisition.
  • Consultation: Agents can assist with product selection, provide information about availability, prices, consult on product features and functions, as well as provide help with setting up and using devices.
  • Order Processing: The call center can receive and process orders, check product availability, and also inform clients about delivery and payment. Agents can provide information about discounts and promotions, as well as clarify order details.
  • Resolving Disputes: The call center can resolve arising disputes and complaints from customers, offering compromise options and solutions. This will help to maintain customer trust and prevent negative reviews.
  • Establishing Contact with Customers: A call center can establish contact with potential customers, for instance, through dialling a database of numbers or sending notifications about new products, promotions and discounts. This will help attract new customers and increase sales volume.
  • Feedback collection: You can collect feedback from customers, conduct surveys, and analyze opinions. This will allow you to check the quality of service and learn about customer preferences.

Having a call center is one of the critical success and competitiveness factors for an online store. Evaluate your needs, consider the advantages, and choose the most suitable option for your business. Investments in a call center will pay off in satisfied customers, increased sales, and steady growth in your online store.
h3>What problems of an online store will Oki-Toki solve?/h3>
Oki-Toki provides a set of tools that will help an online store optimize call handling, improve communication with customers, enhance the service level, and increase the sales volume:

  • Call Handling: Oki-Toki automatically receives client calls and routes them to contact center agents. The system allows for the recording of conversations with clients for dialogue analysis.
  • Call Management: The agents of the online store’s contact center can initiate conferences, redirect calls, and keep customers on the line, ensuring a more efficient service.
  • Chat with customers: Agents of an online store can communicate with customers and partners via chat, provide consultations, clarify information and promptly answer questions. Customers can use chat on the website or write through a messenger, while agents will be responding through the Oki-Toki chat system.
  • Call distribution among specialists and departments: Oki-Toki enables efficient call distribution among agents or departments of an e-commerce call center. Customers will be automatically directed to the appropriate agent, ensuring swift and accurate problem resolution.
  • Email and SMS alerts: With Oki-Toki, you can inform customers about changes in delivery conditions, new arrivals, discounts, promotions, and other events through email and SMS newsletters.
  • Attracting new customers: With the dialer feature of Oki-Toki, you can attract new customers by calling a number database. An automatic agent can be set up to disseminate information about promotions or other useful information. This is an efficient way to draw attention to your business and to increase your customer base.
  • Analytics and Reporting: The Oki-Toki system provides diverse reports and analytical data about calls, customer interactions and contact center operations. This empowers e-commerce businesses to analyze their performance, identify trends, and make data-driven decisions to enhance efficiency.
  • As an experienced marketer and a former sales department manager at a contact center, I urge you to make the right choice today. By doing so, you’ll secure growth and prosperity no matter the circumstances.

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

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