Now that you understand our infrastructure, services, and tools, let’s give some context on their interactions from a bird’s-eye view.
First, admins work behind the scenes with a dedicated team of implementation specialists we provide to help set up each customer’s contact center in our platform. Together, they work on the basics, setting up routing rules for inbound calls and chats, configuring IVR systems with custom audio clips and DTMF (dual tone – multi-frequency signaling) options, and enabling compliance-supporting settings for campaigns.
Once the system is configured, it’s ready to go live. Agents and supervisors can log into the agent interface and see exactly the information and tools their administrator wants them to see. Inbound calls and chats begin arriving and outbound calls are dialed by agents and/or dialers from within the system. All of these connections are instantly routed through the ‘core layer’ of the platform.
The ‘core layer’ refers to all the settings administrators have already configured in Admin. These settings are instantly applied to incoming and outgoing calls and chats, which are then immediately dispatched to their appropriate destinations.
Now agents can begin speaking with leads and customers, referring to dynamic, interactive scripts their admins have prepared for them. These scripts can range from the simple — a few lines or pages of text — to the complex, from radio button selections to API-integrated databases and programs posting and pushing information to multiple servers in real time.
The system collects, shares, and receives customer and call/chat information, and agents can make notes on all of it. This can be done both during their interactions with leads and customers and after the fact, via configurable dispositions that can be used to track call and chat information and outcomes for reporting purposes.
Throughout these calls and chats, all this information, data, and metadata makes its way to the analytics interface, where it’s stored for future, deeper analysis via historical reporting and/or distributed to various real-time reporting applications throughout the system for instant analysis.
Agents get to keep an eye on their own progress with real-time agent stats displayed via their dedicated interface, and supervisors can monitor and guide agent progress via configurable real-time agent stat tables and coaching tools like whisper coaching.
Admins and owners get their own real-time reporting dashboards in the analytics interface, used for monitoring all daily call center activities, from the macro to the micro level. And at the end of the hour, day, week, or year, admins can create, download, and analyze scheduled reports to follow the metrics and data most important to them.