The more you know, the more you can do. With an abundance of data, you’ll have a 360-degree view to gauge performance and make critical business decisions.
(CRM and Helpdesk Integration)
ActiveCRM® further confirms that knowledge is power by integrating your phone system with the most popular cloud-based CRM and help desk platforms such as SalesForce, Zendesk, SugarCRM, Zoho, Oracle, and many more. By running as a universal add-on to your web browser, inbound calls will now “connect-the-dots” by automatically matching up with prospects and customers in your contact database.
Call presence gives you a real-time view of your organization’s phone status. From a compatible desk phone or our web portal you can see who’s available or already on a call. Your attendants can also visually monitor inbound calls for greater agility with call handling.
Detailed Call Logs
On-demand inbound and outbound call logs are available for specific phone numbers, users, and call queues. Custom reports give you the ability to view analytics like average number of calls, average call duration, peak times, and more. You can also see detailed reports that display the source and/or destination of calls for specific extensions.
With call monitoring, you have the ability to “listen“ in on an ongoing call between one of your employees and a customer. In addition, the “whisper” feature allows you to speak to the employee on the call without the customer hearing you. Finally, the “barge” option lets you actually join the call instantly.
Call Recording and Playback
Call recording is an important feature used in almost every modern call center. Whether it’s for quality assurance and training purposes or requirements within your industry, automatic call recording can be configured globally, by call queue, or by specific user extension. Once calls are recorded, you can easily find the call by timestamp or phone number and playback the recording instantly via our web portal. Need to archive the recording for future reference? You can also download it locally when necessary.
Custom Call Tagging
With custom call tagging you can easily recognize the source of incoming calls by adding a unique tag to each published phone number. This allows your team to distinguish incoming calls for specific divisions, departments, campaigns, etc. The call tagging feature ensures that calls are always answered with the appropriate response.