Web Chat

                         

Smartz Contact Suite is a complete cloud-based, contact centre application. Contact Suite provides complete Inbound and Outbound functionality along with ease-of-use and the ability for staff to administer all aspects of the Contact Centre. It also comes with a PABX system from a single front-end application.

The design of the system is aimed at reducing the technical staff required to run your Contact Centre whilst increasing the efficiency and productivity of your agents. This is done by allowing managers to focus on the core business.

The system allows for there to be one point of management for your entire company’s communications, a reduction in costs as clients only pay for the required functionality and seats on a concurrent basis(not a named basis). The system can also function for management and back-office teams.

There is built-in call recording with search and retrieval capabilities allowing Quality Assurance Departments immediate access. It provides a full reporting suite for user customisation with a simple setup of Inbound and Outbound Routes. This allows non-technical staff to manage the system and for there to be a full user administration which is customizable to a hierarchal structure.

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Predictive, Preview and Inbound Diallers

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Autovoice Message capability built-in, with the functionality to personalise message to Customer’s Name level.

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Support multiple contact centres, including remote or at-home Agents

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Full PBX
Management Tools

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Compatible with all
SIP / VOIP phones

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Compliance
Voice Recording

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Built-in
diagnostics tools

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Open API
architecture

voice-mail

Interactive Voice Response
(IVR)

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Hosted or on-site
options available

Make and Receive Calls

Use advanced call center software features from within your computer’s browser.

Call Recording

Record inbound and outbound calls, listen to past call recordings at any time to ensure compliance with quality standards.

Call Control

Provide a seamless and professional experience with call centre software call control features such as hold, mute, blind and warm transfers and call conferencing.

Call Queues

Enhance your callers’ call queue waiting experiences with features such as queue call back, queue to voicemail and custom music and messages.

Click-to-Call

Place calls directly from your favourite platform or website.

International Numbers

Acquire local and toll-free phone numbers from multiple countries or port your existing phone numbers to optimize your global business.

Call Disposition Codes and Notes

Add call summary notes and disposition codes to your call log and integrated CRM to ensure that relevant customer information is retained.

Call Queues

Enhance your callers’ call queue waiting experiences with features such as queue call back, queue to voicemail and custom music and messages.

Outbound Caller ID

Leverage automatic outbound caller ID selection to increase connection rates and save your team time.

Voicemail

With voicemail transcription, notifications, metrics and assignment you can easily keep your finger on the pulse of your company.

Unlimited Concurrent Calls

Maximize efficiency without compromising call quality with unlimited concurrent inbound and outbound calling.

Personalised Greetings

Ensure that every interaction with your company is personalized and professional with custom greetings, messages and prompts.

Business Hours

Easily configure business hours and associated call routing features to suit your evolving business needs.

Agent-to-Agent Calling

Promote collaboration within your team with one-click dialing to smartZ Connect users on the same company account.

Custom Fields

Keep track of relevant customer data with custom fields in contacts’ profiles.

Inbound Call Blocking

Compile a blacklist of phone numbers to ensure that bots and spam callers are disconnected immediately when they call your company.

Custom Agent Statusses

Display each agent’s status to the entire team to increase efficiency by making it clear when s/he is free to take calls.

Automatic Call Distributor (ACD)

Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller’s experience.

Interactive Voice Response (IVR) System

Easily configure your multi-level IVR to ensure that each caller is directed to the right agent, team or department.

Skills Based Routing

Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution.

Forward to Phone

Forward calls to mobile phones, SIP phones or landlines to enable your team to remain connected, even when working remotely.

Ring Groups

Ring multiple agents at once to ensure that calls are distributed in the manner that best suits your business needs.

No Answer Call Forwarding

Route calls to an overflow phone number when all agents are busy to guarantee that every customer’s needs are met.

Intelligent Reconnect

Automatically connect customers with the right agent when the initial call drops for an improved caller experience.

Omni Channel Agent

Supports Voice, SMS, Web Chat, Facebook and Twitter.

BENEFITS

  • One point of management for your entire company’s communications
  • Reduces costs as Clients only pay for the required functionality and seats on a concurrent basis, not a Named basis
  • System can also function for management and back-office Teams
  • Call Recording and the search and retrieve capability allow Quality Assurance Departments immediate access
  • Full reporting suite allowing for user customisation
  • Simple set-up of Inbound and Outbound routes, allowing non-technical staff to manage the system
  • Full User administration which is customisable to a hierarchal structure

INDUSTRY

  • Telemarketing – Captive and Outsourced
  • Customer Service
  • Technical Support
  • Retail and Distribution
  • Finance – Captive and Outsourced
  • Customer Surveys
  • Talent identification, career development a Succession planning simplified

ALL FEATURES

  • Web Based Dialing
  • Voicemail
  • Unlimited Concurrent Calls
  • Skills-Based Routing
  • Scheduled Reports
  • Ring Groups
  • Pre-built Reports
  • Personalized Greetings
  • Outbound Caller ID
  • Local Caller ID

ALL FEATURES

  • Interactive Voice Response (IVR) System
  • Inbound Call Blocking
  • No Answer Call Forwarding
  • Historical Reporting
  • Forward-to-Phone
  • Enhanced Caller ID
  • Email Notifications
  • Desktop Notifications
  • Data Import & Sync
  • Custom Reporting

ALL FEATURES

  • Custom Permissions
  • Custom Fields
  • Custom Agent Statuses
  • Create a Ticket from smartz Connect
  • Contact History
  • Computer Telephony Integration (CTI)
  • Click-to-Call
  • Call Recording
  • Call Queues
  • Call Monitoring

ALL FEATURES

  • Call Disposition Codes and Notes
  • Call Control
  • Seamless Integrations
  • Intelligent Reconnect
  • Call Barging
  • Business Hours
  • Automatic Call Distributor (ACD)
  • Automated Workflows
  • Agent-to-Agent Calling
  • Agent Reporting

GET STARTED, SPEAK TO ONE OF OUR EXPERTS TODAY.

OUR SOLUTIONS
  • Azuka
  • Azuka Telecoms 332 Kent Avenue, Randburg Johannesburg, South Africa
  • +27 (0) 87 740 1191
  • Email: info@azuka.co.za

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