We are changing the way people think about call centers!
An agent is no longer assigned to just one job in fast-paced businesses. We all wear multiple hats and help in various areas – whether it is customer support and sales or administration and technical support. Call SWEET! Live recognizes this need and enables agents to be part of multiple hunt groups. There is also no limit on the amount of hunt groups your business can have, how specific or broad you want to be is up to you!
Widgets
Widgets comprise the electronic building blocks of Call SWEET! Live. Equipped with real-time elements, Widgets measure and report on the status of every agent, hunt group and more!
Alarms & Alerts
Expressed graphically, audibly and through e-mail, alarms and alerts notify when user-defined service level values are out of range. They monitor the speed of answer in addition to the handle time required to complete the call.
Reporting
Equipped with a vast array of reports, Call SWEET! Live and Call SWEET! allows you to group, sort, filter, summarize, and chart data as well as export for offline viewing.
Call Resolution Codes (Call Tagging)
Have you ever wanted your agents to “tag” a call with a specific code? This feature could help you to understand the types of calls your agents are fielding or what products are making the most impact with your target market.
Wallboards
Built into Call SWEET! Live is our Wallboard functionality. This feature gives you the ability to create your own tabs within the Widgets and design specific views for your contact center.
Agent Widget
Do you need a compact, real-time, view to present information to your agents without being too obstructive on their desktop? Our Agent Widget solves this problem and is loaded with features to get your Contact Center humming.
Chat
Now agents can ask their supervisor questions without putting their customer on hold, or needing to call them back! Chat puts your employees in touch with their best resource- each other!
