OVERVIEW
Check the phone and presence status of other agents. Send messages and make calls to them. View the status of idle agents, busy agents, calls on wait, real-time queues, etc.…You can also filter the agents and the queues so that you can only display the specific information that you want, for instance display only the agents that are working in the same queue as your agent.
‘‘…optimal efficiency in call centre management…’’
Monitor the agents in real time. Check out live statistics such as graphs. View the live performance of agents. The thresholds for different kinds of alerts are configurable (i.e. the paused agents, service level, etc.…) View the agents that are paused, logged in and see the person that each agent is communicating with and so much more. Keep tabs on the outbound calls in real time: incoming, outgoing, queue calls etc.…
‘‘… monitoring and total control over all agents, calls and their real-time performance…’’
Monitoring of your network’s performance and the data and statistics of calls. Use the self-care platform online. Browse through the relevant statistics of the call centre and even present it on a screen remotely.
‘‘…significant analysis of features on statistics and the performance of agents…’’
BENEFITS
CONTROLLING COSTS
You can control the costs of operations of your Call Centre by increasing the effectiveness of how you manage the entire structure with a reduced number of supervisors.
CONTROLLING THE LOAD
gloCOM enables you to control the amount of load and pressure that you put to your agents. That way, you are able to manage a large volume of calls and agents as well.
QUALITY CONTROL
Control the quality of your Call Centre by fully supporting your agents. gloCOM provides you with a means through which you can assist agents and be present at all times.
IMPROVING SERVICES
You will be able to improve the service that your agents provide through supporting them and providing them with the LIVE statistics of the Integrated Wallboard facility.
INCREASE THE EFFICIENCY
Boost the efficiency of your entire workforce through comprehensive implementation of a complete set of effective features.
BOOST REVENUE
Increase the revenue generated by your call centre through providing supreme quality services, productive distribution of workload as well as effective management.
MAINTAIN CONNECTIVITY
Keep the connections that are present in the interface of gloCOM and make calls right from the list. You can also keep an eye on the status of other agents and so much more.
RETAIN DATA
You will be able to keep the data that you have already collected in your CRM especially since gloCOM allows you to integrate with Customer Relationship Management and so many other related tools.
MAINTAIN CONTROL
Maintain your control to the spot in real time using gloCOM Call Centre Supervisor. This includes inbound calls, queues, agent tasks, agent brakes, etc.
KEY FEATURES
MANAGEMENT OF QUEUES
Live monitoring of queues, received calls, service levels, agents on pause, calls on hold, agents that are logged in, busy agents, outgoing calls and so much more…
THE SUPERVISOR PANEL
Live management and monitoring of statistics. Live viewing of graphs and checking of the performance of the agents. From the supervisor panel, you can also configure the threshold for different kinds of alerts (paused agents, service level, etc.…) You can also find out who of your agents is not logged in and the person to which each agent is talking to among many other features.
MESSAGING SERVICES
Send and receive instant messages and also share numerous files with your colleagues, thus boosting collaboration, productivity and workflow.
WALLBOARD FACILITY
From here, you can browse through the statistics of your relevant Call Centre and present it on a screen remotely.
THRESHOLD/ALERTS
This indicates all the alerts that have been specified by the user. Whenever a specific alert is triggered, a notification is displayed thus instantly notifying the supervisor.
SOFTPHONE CLIENT
The Unified Communications Mode of SoftPhone has the highest number of features. This is because it lets users utilise both the standard comms features as well as the unified comms features.
STATUS AND EFFICIENCY OF AGENTS
You can monitor the status and the efficiency of any agent you want.
AGENT PANEL
From here, you can view the presence and phone status of other agents, send messages to them and call them as well. The status of calls waiting, busy agents, idle agents and queues etc. can also be seen. Furthermore, you can also filter queues and agents to display the specific information that they want only (i.e. only the agents that work in the queues that your agent is also working on.)
OUTLOOK INTEGRATION
Yu can sync your contacts from Outlook with gloCOM. You can also call them directly from gloCOM or from Outlook through the Integrated Outlook plugin. Whenever you receive an incoming call, you can therefore see who of your contacts from Outlook is making the call.
CRM INTEGRATION
gloCOM allows you to implement with your Customer Relationship Management system thus making it way more efficient. gloCOM 4.x is efficiently compatible with a range of CRM solutions. Currently we can seamlessly support Zendesk, Zoho, SugarCRM and Salesforce.
BROWSER INTEGRATION
You can dial with just a click using any of the major web browsers. For example, Safari, MS Internet Explorer, Chrome and Firefox.
PARKING CALLS
You can easily park any inbound call and view the packed calls. You can as well pick up calls from other extensions for up to as many as 20 lines.
