eCloud Call Center™

ESI ECLOUD Call Center™

Organizations using the ESI eCloud PBX™ solution can now optimize their customer interactions with the ESI eCloud Call Center™ package. Enterprise-level features provide access to in-depth reporting, analytics, voice and SMS-enabling queues, and customizable real-time performance dashboards (i.e. Wallboards) to track call queue and agent activity. Maximize customer satisfaction by analyzing caller sentiment to quickly identify areas needing extra attention or follow-up. Agents and Supervisors using the web-based softphone, Webphone for Call Center™, have full call handling capabilities and graphed user statistics, plus easy access to queue information and call disposition. With the powerful ESI eCloud Call Center™ solution, businesses of any size can bolster customer service levels and increase satisfaction for their valuable customers.

 

 

 

 

CALL CENTER AGENT

• Agent Log-in & Log-out
• Track Call Disposition in Call Records
• View of All or Specific Queues with:
  
  • Active Calls
  • Call History

CALL CENTER ANALYTICS

• This feature allows the creation of real-time performance dashboards to track activity. 
• Select the data you want displayed on the dashboards to see the most important data updated throughout the day.
• Created dashboards can be shared with other Agents & Supervisors within the organization.

CALL TRANSCRIPTION WITH SENTIMENT ANALYSIS*

• Recorded calls are converted to text and can also be downloaded in the eConsole™ dashboard.
• Recording playbacks are synced with text.
• Conversation text is separated by User.
• Color-coded, Word-based ratings: Positive, Negative & Neutral Sentiments (Note: contextual or inflection-based sentiment is not reflected within the conversation analysis).
• Accessible via the Call Recording icon, located in the Call History area of the eConsole™ dashboard.
• Analytics will attempt to quantify overall mood from the text itself by using colors to illustrate the various segments of the call.
• Managed by Call Center Supervisors or Office Managers

*Feature requires specific seat types.

WEBPHONE FOR CALL CENTER™

• For Agent & Supervisor Users
• Display Queue Information
• Graphed User Stats
• Call Dispositions (I/O calls)
• Call Park & Retrieve

QUEUES

• Advertisements & Queue Message Support
• Call Queue Types:
  • Linear, Linear Cascade, Ring All, Round Robin (Longest Idle Agent)
• Multiple Simultaneous Queues
• Music on Hold
• Queue Callback
• Queue Statistics
• SMS-enabled Queues

QUEUE ROUTING

• Multi-Language Support
• Skills-based Routing
• Source-based routing
• Standard IVR (Unlimited Levels)
• Time-based Routing
• Unlimited Number of Queues

REPORTS

• Abandoned Calls
• Agent Availability
• Agent Stats
• Dialed Number Stats
• Queue Stats
• Scheduled Email Reports

STATISTICS (included in Reports)

• % Service Level
• % Dial Transfers
• Abandoned Calls (actual & adjusted)
• Abandoned Rate (actual & adjusted)
• Available Minutes
• Average Answer Speed
• Average Calls Waiting
• Average Handle Time
• Average Hold Time
• Average Talk Time
• Calls Forwarded
• Calls Handled
• Calls Offered (actual & adjusted)
• Calls to Voicemail
• Call Volume