A broad range of contact options equals greater awareness for your business.
Contact Center gravitates a flow of continuous connectivity to match the intensity of today’s internet businesses. A Moraltel Dedicated Account Manager is ready to help you maximize interactions through various channels.
Moraltel Contact Center Features
As a Moraltel Contact Center account holder, you’ll also be able to use Moraltel Phone System and Moraltel Call Center in their entirety. For example, if you have 100 Moraltel Contact Center agents, you can toggle on or off and adjust any of the features and functionality from the Moraltel Phone System and Moraltel Call Center Services.
If you’re going to set up a Moraltel Contact Center account, we recommend that you also visit the Moraltel Phone System and Moraltel Call Center sections of this website. This is so you’ll understand all the features and functionality included with your Moraltel Contact Center service.
Continue reading below for more Moraltel Contact Center features information.
For more information, continue reading below or call a
Moraltel Secure Consultant at 1-844-200-5171
Agent Experience
The Agent Experience begins with a centralized user portal dashboard. After logging into the user portal, the Agent experience depends on the access levels granted to the user which are determined by you, the Contact Center Administrator. Contact Center has versatility to manage large amounts of users that can have limited access or extended privileges tailored to the needs of your organization. The Agent Experience of the Contact Center User Portal Dashboard was designed with adaptability in mind for ease of use, allowing you to quickly locate and utilize various features and functionality. You and your agents will enjoy the dashboard’s modern look and the sense of productivity it gives. Click here for screenshots.
Compatible with all devices
Moraltel Phone System is compatible with VoIP phones, desktop or laptop computers with headsets, mobile phones and traditional landlines. Moraltel Phone System is most often purchased by small to large sized businesses that use desk phones in their office(s). If you don’t already have VoIP desk phones, we can furnish your office with state of the art VoIP desk phones that are designed to handle a high incoming and outgoing call volume. The phone brands we carry include Poly and Yealink. Learn more about our VoIP desk phones.
Multiple Communication Channels
The beauty of Moraltel Contact Center is that it offers multiple ways for customers and prospects to reach your agents. Each agent can be assigned to one communication channel or mixed and matched into multiple communication channels. For each communication channel, when all agents are busy assisting others, each new caller or interaction is arranged to sit in a queue in a systematic and timely fashion, waiting for the next available agent to be connected to them. Contact Center supervisors will sense relief upon agents that experience the centralized convenience and smooth transitions from one communication channel to another. Phone, Live chat, SMS, Social Media and Email being in separate apps could leave your agents’ head spinning.
Today’s internet businesses thrive with websites that have large amounts of traffic from loyal customers as well as prospects who have sales questions. Accessibility is imperative, and if you don’t provide more ways to be contacted, you’re giving a huge edge to your competition.
Screen Pops
A Screen pop is a small window or a dialog box that appears on the computer screen of a call center or contact center agent. It displays important information about the caller or person that is being called. Screen Pops can be enabled to instantly appear for live inbound and outbound interactions. One or multiple screen pops can be configured for any of the communication channels.
ACD (Automatic Call Distribution)
Each time someone attempts to reach your Contact Center, Moraltel Contact will be able to understand how to route them to the appropriate department or person according to pre-defined rules you’re able to easily configure. ACD uses call queues to manage routing calls. You can create numerous types of calls queues with customized settings for departments or groups of agents who are assigned to special projects.
Skills-Based Routing
When customers, clients or prospects attempt to reach any of your communication channels, you can configure Moraltel Contact Center to favor specified agents according the competency level you place them at. You can also have incoming contacts remain in queue until someone with adequate competencies becomes available to handle the interaction. You’ll be able to create and name competencies, then add competencies to a User Profile to define the skills that the corresponding agents have. At any time you can adjust the rank that agents have among each other.
Real-Time Monitor
The Real-Time Monitor provides intricate details in a real time view of agents, contacts and interactions as they are currently in the contact center. You’ll be able to see whether each agent is Online, Busy, on Lunch or on Break. From this section a Moraltel Contact Center Administrator is also able to access any of the agents’ User Profile and make changes. They can forcefully log an agent out of the session and end all of the active interactions they’re in.
Screen Recording
Screen Recording automatically records the agent’s desktop. You’ll be able to see all of the agents’ activity that occurred on their computer screen during an interaction. This allows administrators to playback and analyze the recorded data. Recorded data can be stored, retrieved and used for evaluation purposes according to your business needs.
A Contact Center Administrator will be able to view agent activity such as SMS conversations, Live chat conversations from website visitors, Email conversations etc.
- Records multiple monitors simultaneously in any configuration.
- Allows administrators to playback and analyze the recorded data in Detailed History; video is synchronized with the audio recording.
- Allows managers to perform a Quality Management evaluation using the screen recording. (Quality Management module must be installed).
- Allows administrators to set the retention policy and export recordings to third party storage.
Reports
If you have 5, 20, 100 or even 1,000 agents, Contact Center Supervisors get a clear and concise view of what each agent is doing throughout their workday. You’ll have access to live stats and generating reports. Reports can be generated including any combination of channels. Also, reports can be generated for one agent, or customized reports can be generated for groups of agents for in depth analysis purposes. Your reporting options include extensive information to meet the broad requirements of modern internet businesses. Management in your organization will have all the necessary information to make proper adjustments for the Contact Center.
Multi-Site Management
A Moraltel Contact Center Administrator will have privileges to manage numerous locations that fall under the same account with Moraltel Secure. Some businesses or organizations have facilities, store chains, branches and remote workers spread in different areas and regions of the country. A Moraltel Administrator will be able to mix and match service features and functionality from any of the Moraltel Phone System, Call Center or Contact Center products and orchestrate total telecommunications control over a national workforce.
Dispositions
Dispositions allow agents to tag a call with a resolution code after the call ends. Dispositions can be used to help identify calls that have similar topics. Dispositions can be used for future reference to categorize call stats and understand if and how data can be used again.
Build Your Own Dashboard
Building your own dashboards allows you to make changes to the existing canned dashboards and create your own to include cards in any configuration. Custom dashboards are associated with your user account and only you are able to see the dashboard changes that you make.
Post Interaction Surveys
Moraltel Contact Center enables you to configure and provide Post Call Surveys. You can use Post Call Surveys to obtain useful feedback in regard to the quality of the service received by callers. This is a very popular method for learning how callers feel about your business and what to do to make improvements. You can collect answers using three question types:
- Numeric Scale
- Voice Comment
- Yes/No