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 Screenshots
Here’s a sneak peek at what Moraltel Contact Center Administrators and Agents will experience in their Moraltel Contact Center. Listed below are screenshots and detailed descriptions for important aspects of the service. You’ll also have the assurance of our 30-Day Money Back Guarantee.
For more information, continue reading below or call a
Moraltel Secure Consultant at 1-844-200-5171
Add Users
Moraltel Secure makes it easy to set up new users. Users can be agents, or they can be users with special privileges such as administrators or managers. You can set up new users individually or you can import 100 users at a time by importing a csv file. After a new user is set up, they can be assigned to 1 or multiple channels or they can have admin or manager privileges for monitoring or administration purposes. A password is automatically assigned to them, and you can have the system force the user to change the password that was assigned to them after they sign in.
Home Dashboard
The Home Dashboard is where you’ll understand what all the users in your business or organization are doing. It provides key information that will help you confirm that customers are not waiting on hold too long, and help you understand how many agents are currently contributing. Also, the navigation menu on the left side of this screenshot has links that provide an array of features and adjustable functionality, monitoring tools, customizable reports, contacts and a vast Knowledge Base.
Agent Experience - Voice
The Agent Experience is where agents will handle incoming interactions for channels they’re assigned to. The Agent Experience window is compact but can be enlarged to spread your entire computer screen. In this screenshot, Moraltel Contact Center is demonstrating a Voice channel routing a phone call to a bilingual agent who is fluent in speaking Spanish and able to provide “Gold Customer Service” to clients that have been waiting patiently in a “Gold Service Queue”.
Also, in the Agent Experience, agents can see callers who are held in the Queue, co-workers who are available, and they have the option to initiate New Conversations if they’re enabled to place outbound calls or SMS. These conversations can be with customers or co-workers in the office. The Agent Experience keeps each of your agents connected to the overall telecommunications objective of your business or organization. Channels include Voice, Live Chat, SMS, Social Media and Email. Channels that agents are assigned to are decided upon by Administrators. Each agent can be assigned to one or more channels. All active channels are centralized through the same Agent Experience Window. For more information about other Contact Center Communication Channels and reports, continue reading below.
Agent Experience - Live Chat
When new and existing customers visit your website, they’re looking for answers quick. Some browse the internet often and find it convenient to initiate a conversation via Live Chat. The bottom right corner of your website is just one click away as it offers customers the chance to get quick answers and advice they need from live agents in your business or organization.
When a new live chat request is routed to an agent, they’ll click “Accept” to accept the Live Chat conversation. They’ll read the initial message, type a reply, then click the blue send button to keep the chat conversation open. Over the years, Live Chat has become a favorite among consumers, and you won’t want to miss how it frees phone lines in your business or organization.
Agent Experience - Social Media
Moraltel Contact Center integrates with Social Media and allows you to streamline incoming direct messages into your Contact Center. Your agents will be able to respond to incoming messages while logged into the Agent Experience window. In this screenshot, an Agent Experience user is receiving messages from a customer that is sending the messages directly from their Facebook page. From Facebook, the messages are sent directly to your Moraltel Contact Center, then routed to the next available agent according to the queue’s pre-configured settings you created in the system.
Agent Experience – SMS
Consumers are finding it easy to communicate via SMS just as easy as live chat. Offering SMS as a form of contact on your website’s contact page is becoming increasingly. popular. Also, clients and customers can easily resume previous SMS chat conversations with your business or organization in the future. The SMS queue you create in your Moraltel Contact Center will quickly deliver SMS messages to agents you have assigned to the queue. Agents can also initiate SMS conversations by clicking “New Conversation” then clicking “SMS”.
Agent Experience – Email
If your business receives numerous email inquiries and you have agents designated to reply to them, Moraltel Contact Center can receive emails from clients and customers, place the emails into queues, manage distribution to specified agents and departments, promptly deliver replies, as well as store email logs for later reference by admin. Moraltel Contact Center can manage a large or small number of emails, and you’ll have the freedom of customizing your email channel to your specifications. Agents can also compose and send email messages at any time.
Real-Time Monitor
The Real-Time Monitor provides Administrators and Managers a real time view of agents, contacts and interactions as they’re currently happening in the contact center. The Real-Time Monitor is split into two grids. The grid in the top half of the page displays agent details, and the grid in the bottom half of the page displays contact and interaction details. From the Real-Time Monitor, you can also access an agent’s user profile to make changes, and you can forcefully log them out to end any active interactions.
Agent Performance Reports
Moraltel Contact Center allows Administrators and Managers to generate numerous types of Agent Performance Reports. Agent Performance Reports can be generated for an individual agent or a list of agents. As shown in this screenshot, you can customize these reports with data that’s essential for examining many aspects of your agents’ productivity. Information you gather allows you to easily make critical decisions in regard to hiring, training and the worthiness for whether each particular agent is effectively contributing to your Contact Center.
Agent Statistics
While your agents are working, they can see details about their performance. In this screenshot, agents can see their “Average Handle Time”, which is also know an as “AHT”. When agents can see their “AHT”, they’re able to stay motivated to meet the goals their Contact Center Manager has set for them. Other statistics include total Interactions, Average Wrap Up Time, Average Talk Time and more.
Knowledge Base
Moraltel Contact Center Knowledge Base is a resource that contains over 200 sections of useful information to help you configure and customize every aspect of your Moraltel Contact Center. Everything from transferring calls, adding new agents, adding new channels and queues, setting up E911, bulk user creation, managing music on hold and running reports is found in Moraltel Contact Center Knowledge Base. It is designed simplify creating and managing your Contact Center.
