masvoz at the next meeting “Customer Relationship + Call Center”

masvoz participate as an exhibitor at the trade show of the 13th edition of the meeting Customer Relationship + Call Center, to be held at IFEMA (Madrid) on 1st and 2nd December, and where you have the opportunity to make significant improvements in their services.

First of all, the new Oversight Panel, a comprehensive tool that enables Customer Services watch and listen in real time the calls are being received, following the occupation of the destinations, the status of agents and all level parameters associated with the various groups receiving calls service.

The data shows the application in real time to control the quality of service offered by the call center, either internal or external. In addition, the tool integrates voice and SMS in a single application, which allows management of contacts in a unified, facilitating access to functionalities contact center multichannel, such as automatic SMS to users who have called and they have not been addressed.

Finally, masvoz has a multi-language speech recognition (ASR) and speech synthesis (TTS), which enables the network configuration of a voice portal with full integration with client systems platform. A group of professionals masvoz will be available to visitors to the show for demonstrations on-line services and advise on the best options for Customer Service.  

About Virtual System Agents (Virtual ACD) of Masvoz

The Virtual Agent System offers Customer centers all the advantages of having a complete system call distribution (ACD), without having to make any investment in equipment procurement and licensing agents. The ASP model in which the solution is based Masvoz, allows agents to connect to the ACD from any location with an Internet connection and a telephone line, which can be fixed, mobile or Ip, national or international.

To do this, the agent uses a web application through which you can modify your status, transfer calls to other agents, record calls on demand, establish the contacts and see the list of answered calls.

Also, supervisors and managers of Customer Service Center feature an advanced profile that allows them to see in real time the calls in progress, check the status of agents, follow the main indicators of the queues waiting, see detail received calls and listen to online discussions by agents to audit the quality of service. The system has four statistical reports useful to follow in detail the activity of the call center: reports Queues, Agents, by Agent Activity States and Agent.

Finally, thanks to a complete and intuitive management tool online , supervisors can also create new groups of agents, modify the size and behavior of the queues, and apply to the various campaigns all logic intelligent routing available on the Control Panel of masvoz.