IP CONTACT CENTER
The new generation of VOIP comunication.
SIMPLE AND RELIABLE
Creation and Configuration of Users and Devices
NethVoice analyzes your network and detects all the IP telephone devices of the most popular brands ( Cisco, Yealink, Snom, Sangoma, Akuvox, Grandstream …). With a simple wizard it will then automatically configure and profile both the phone and the user.
Scan & Play App
Simplify autodiscovery and provisioning on distributed companies or with NethVoice in the Cloud; With the Scan & Play app, you can configure your phone in 2 simple steps:
– Phone barcode scan (even if still packed)
– Assignment of extension and user
Provider and Gateway Configuration Wizard
NethVoice is able to configure the system in the best way, both in the presence of traditional lines and VoIP Providers:
– Autodiscovery and Provisioning on gateway (Sangoma, Patton, Mediatrix…)
– Predefined and certified configurations for the most popular VoIP Providers
Organize the flow of calls graphically in a natural way. A few clicks, drag & drop…. And your switchboard is ready!
The Visual DialPlan is essential in simplifying and speeding up the construction of more or less complex systems, but above all in the management of subsequent modifications and maintenance.
NethCTI is a multiplatform client that fully achieves the strong integration between user, switchboard and information system, displaying the information automatically taken from the various company DBs (accounting situation, negotiations, purchases, tickets …) and presenting them on popup based on the user profile (administrative , Technical Sales…).
The many collaboration and communication functions make it an indispensable tool for users in daily operations.
Allows complete viewing and real-time interaction with all extensions, queues, parking lots and external lines. With the simple use of the mouse it is therefore possible to interact with calls (based on the permissions received): call, divert, transfer, park, record, intrude, listen.
A series of quick access keys allows you to interact with ongoing phone calls, activating and routing calls when needed.
Each contact displayed on the screen will provide a series of functions based on the data found: call, send sms, send faxes, display on maps…
Of great use is the possibility of taking notes, private, shared or assigned to other colleagues (eg a guy has been looking for you… call him back as soon as you can…) which will be displayed on the personal bulletin board. The booking option will also ensure that in the call notification everyone sees any post-its or who has an ongoing problem with the caller. Each action can also be notified via email / sms (eg. When the user does not have the CTI panel open).
The CTI integrates a softphone with WebRTC technology; this innovative protocol allows to expand operations by improving mobility, offering the possibility of in-cloud use and simplifying company telephone management. WebRTC also supports video mode which will soon be enabled in order to integrate video calls.
At any time the user has direct access to the numerous communication possibilities, watching in real time the status of his colleagues (free / busy, DND, in chat, out of the office…)
“Mobility” is now the watchword when it comes to unified communication.
Nethesis has developed a modern and functional app using the most innovative technologies such as WebRTC, to make CTI always available, even on the move, on smartphones and tablets.
All the numbers entering NethVoice can be managed independently by the various users (for personal pass-through selection) or by the secretariat (for the management of generic numbers). The CTI’s After Hours module allows you to set behaviors other than those preset to manage unplanned closures, bridges, holidays, or simply activate the answering machine in a free way.
Fundamental in the management and care of customers is the welcome they receive when they contact us by phone; the NethVoice call center module, suitable for both small and large call centers, allows the quality of the telephone service provided to be measured and evaluated in real time, providing important information for an adequate sizing of resources. The system consists of three components: realtime supervisor, telephone bar and statistical reports.
It is the tool dedicated to the call center administrator who can monitor the status of queues and operators, the daily statistics and the realtime monitor, as well as interact with the management of operators (login / pause) or interfere in conversations for training activities or quality assurance.
Unanswered calls are always highlighted in the phone bar.
In this way, the operator can at any time check customers who have not been managed and contact them proactively.
It is the interface of the CallCenter operator with which the daily login / logout / pause activities are carried out, as well as displaying (if equipped with appropriate permissions) the realtime monitor of the queues: calls in progress, on hold and connected operators.
The telephone bar works by driving its own integrated WebRTC softphone or any other external physical voip phone.
The reporting of a call center, but more generally of all the calls received with relative assessment of the quality of the service provided, is a fundamental element for all those companies that use the telephone to work and provide services (technical assistance, commercial, marketing, toll-free numbers…). The NethVoice reports allow, through the summary dashboards and the analytical and performance data, to always have under control the effectiveness and quality of the work of their collaborators (quantity, duration, waiting, origin, hourly distribution, SLA, abandonments…).
NethVoice is equipped with a rich report that goes from the simple personal and company call log (Received / Revenue / Missed / SMS …) up to a precise statistical analysis relating to telephone charges (calls made) and to the call center (calls received).
In addition to being able to export call data per external software (ex. Blues), Nethvoice has a rich built-in telephone cost analysis sistem, with dashboard, report and graph per operator, contact, user, cost center, geographical distribution.
Among the peculiarities of NethVoice, one of the most important and useful aspects of an IppBX is the Call Detail Report (CDR). NethVoice has one of the most granular and detailed reports in the category and allows you to search in every area:
- Calls can be filtered by date, time, caller, called, source, duration, account, context, outcome…
- Inbound routes
- Call groups
- Voicemail boxes
- Per caller
- Hourly distribution
- Geographical distribution
- Load charts
- Hourly charts
- Charts for inbound routes
- Charts by area
- Graphs by average duration