GoYap’s Call Centre is an intuitive full-featured advanced solution for service providers, who can now take advantage of the growing demand for call centre services, offering enterprise customers hosted inbound call centre services at a very competitive price.
Integrated with GoYap’s ISTRA platform, the solution provides a comprehensive range of Automatic Call Distribution (ACD) features as well as statistics and reporting tools that are required for call centre supervisors and agents to efficiently manage and monitor incoming calls.
Key Features
Settings
GoYaps’ Call Centre is a web administration interface enabling the call supervisor to fully configure all aspects of the call centre,including:
List of key features
ACD Supervisor
ACD supervisor in myIstra application
With the ACD Supervisor you can monitor and manage agents interactions, ACD groups, call flows, and access to real-time statistics and reporting activities.
From myCallAnalytics web interface, the supervisor analyzes call data over periods of time to use the result in building up patterns that will help in configuring the group and its resources more efficiently to better adapt to the observed call patterns.
ACD supervisor in GoYap's Call Centre application
The ACD supervisor in GoYaps’ Call Centre application design, plan and adjust the service of calls to offer a good service to callers to the company call centre.The supervisor can :
Features : ACD supervisorin myIstra application
The ACD supervisor in myIstra application can handle the following functions:
ACD Stats
The supervisor can access the ACD Stats to visualize and monitor ACD groups, ACD agents and calls in real time for all monitored groups with information about calls waiting time or pass calls that are taking too long to other groups or agents.
You can see the calls statistics per ACD groups or ACD agents :
ACD Agent
ACD Agent in myIstra application
GoYap’s ACD Agent from myIstra provides a total control of phone communications as well as a comprehensivearray of ACD features such as priority and call queuing, call recording and call handling control.
In addition to providing the agent with general call control capabilities for call supervision and control, easy access to corporate directories and contacts, GoYap’s myIstra application offers special features to facilitate the agent’s work.
From myRercordings the agents can record inbound calls and make a call using one of the group’s public numbers as Caller ID, these calls are also marked as ACD calls en recorded.