2 min
Masvoz is showcasing a new version of its Cloud Contact Center, which includes significant new features aimed at productivity and efficiency for agents and supervisors. There is a single goal: excellence in telephone customer service.
More productive agents
With the new version of the Masvoz platform, the computer web browser becomes a comfortable and complete telephone terminal through the integration of the WebRTC terminal. Using the webphone, agents will be able to receive and manage calls from any online computer with some headphones, without requiring a physical device. In addition to this innovation, there are further new functions designed to facilitate and streamline telephone agents work: call classification and automatic rescheduling. The former allows agents to categorise incoming calls based on a list of default options, while the latter offers the chance to schedule automatic dialling to a specific user at a certain time. This latest version of the masvoz Cloud Contact Center also keeps functions such as being able to record a conversation at any time, change the agents status or select the extension terminal that will provide the service. These options were available in older versions of the platform.
Always under control (from any device) campaign
The new Cloud Contact Center control panel guarantees greater control in real time for the supervisor through a wallboard, a switchboard with all the information about queueing and service levels. This means the supervisor will be able to make decisions or introduce corrections to the service at any time, thus offering a more efficient service.
Other services introduced via the new masvoz customer service platform are active supervision through a real time conversation monitoring system with pre-recorded completed calls; a whispering application meaning it will be possible to provide guidelines during calls already underway; and a service to reallocate calls among agents. The new HTML5 based version can also be used from any online device.
Better User Experience
Masvoz has also included a series of solutions designed to ensure a better end user experience when making queries through a smart call receiving system. This means users will have wait time information available, and a service quality survey can be done automatically at the end of each call. Furthermore, the new Cloud Contact Center offers the option of automatically calling back users waiting in a queue.
Smart cloud telephony
Masvoz has been a pioneer in offering cloud-based smart telephony services benefitting companies. The firms Cloud Contact Center solutions allow large volumes of incoming and outgoing calls to be managed easily through advanced setting, management, supervision and reporting tools. This comprehensive platform does not require investment in equipment and software licenses, while offering immediate service configuration. It also offers seamless integration with management tools such as CRMs or ERPs, thanks to a full set of APIs, and automatic updating in cloud of its capacities.
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