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Home > Fr > Communications Entreprise > Logiciel Centre Appels
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Plateforme de centre d’appels d’entreprise Ooma

Offrez aux clients et aux employés une expérience exceptionnelle qui améliore vos résultats nets.

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Glisser-déposer

Flux d’appels par glisser-déposer

Offrez à vos administrateurs de première ligne un concepteur visuel de flux en libre-service qui facilite l’acheminement des flux sans codage. Même la plupart des utilisateurs sans connaissances techniques auront la possibilité de concevoir, d’élaborer et de fournir des flux d’appels personnalisés en quelques minutes en faisant simplement glisser et déposer les séquences d’appels.

Exploitation des données

Exploitation des données

Acheminez les appels en fonction des champs de Salesforce, tels que le propriétaire du dossier, le propriétaire du prospect ou le propriétaire du compte. Améliorez la résolution au premier appel grâce à un routage personnalisé des appels, et favorisez des conversations plus personnalisées pour une résolution plus rapide des problèmes.

Ooma Enterprise est connecté en toute harmonie : utilisez plus de 50 intégrations d’applications populaires, notamment Salesforce et ServiceNow. Vous pouvez également accéder à des API ouvertes qui assurent une intégration dans l’ensemble de votre écosystème.

Fonctionnalités de routage

Distributeur automatique d’appels (DAA) : acheminez les appels entrants vers les agents en fonction des données de l’appelant, de la sélection RVI, des heures d’ouverture et des compétences des agents afin d’offrir une expérience inégalée à chaque appelant.

Réponse vocale interactive (RVI) : configurez rapidement votre RVI à plusieurs niveaux pour veiller à ce que chaque appelant soit dirigé vers le bon agent, la bonne équipe ou le bon service.

Routage par compétences : faites correspondre les appelants aux agents les plus qualifiés pour répondre à leurs besoins, afin d’augmenter la satisfaction des clients et la résolution au premier appel.

Groupes d’appels : faites sonner le poste de plusieurs agents à la fois pour vous assurer que les appels sont distribués de la manière qui convient le mieux aux besoins de votre entreprise.

Reconnexion intelligente : lorsqu’un client rappelle après un appel interrompu, reconnectez-le automatiquement avec la personne à laquelle il s’adressait. Renvoi d’appel sans réponse : envoyez les appels vers un numéro de téléphone de débordement lorsque tous les agents sont occupés, afin de veiller à ce qu’aucun appel ne soit manqué.

Logiciel de mise en rapport et d’analyse

Les clients du centre d’appels Ooma Enterprise ont accès à des dizaines de rapports avancés afin de mesurer et d’améliorer les performances du centre d’appels. Vous pouvez personnaliser vos tableaux de bord pour vous concentrer sur les indicateurs les plus importants.

Rapports d’analyse

Contrôlez l’état de votre centre d’appels.

Suivez et optimisez les performances grâce à des rapports complets, en temps réel et historiques. Votre tableau de bord personnalisable affiche les indicateurs les plus importants pour votre équipe. Parallèlement, une série de rapports préétablis révèle les tendances en matière de performances pour vos équipes, vos numéros de téléphone, vos canaux, etc.

Rapports d’analyse

Découvrez des informations sur les conversations en temps réel.

Tirez le meilleur parti de vos enregistrements d’appels grâce à des analyses vocales professionnelles avancées. Approfondissez les conversations individuelles et découvrez les possibilités d’accompagnement professionnel, les objections d’achat courantes et les questions fréquemment posées. Les tableaux de bord visuels permettent d’évaluer facilement les tendances et de se concentrer sur les appels qui nécessitent le plus d’attention.

Fonctionnalités de mise en rapport et d’analyse

Analyse de bureau : contrôlez la productivité des agents grâce à un suivi non intrusif de l’activité sur le bureau.

Analyse vocale : analysez intelligemment les appels en temps réel et les appels historiques pour améliorer les performances des agents et garantir la conformité.

Rapports personnalisables en temps réel : avec plus de 15 indicateurs de centre d’appels entrants et sortants parmi lesquels choisir, vous pouvez rapidement créer le tableau de bord idéal pour votre équipe.

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