IVR systems are like robots as they are configured to behave the way that works best for your business, whether automatically routing calls to a specific agent, have the caller record a message for your team, play informative messages, trigger templated messages or even forward the call to any phone number in the world. Usually, businesses structure their IVRs in a way that makes it very easy for the customer to navigate the company’s different departments & services, and then connect them to the needed agent accordingly. With our fully customizable IVRs, you can build the IVR flow that works best for your business, it even integrates with your systems through different sets of APIs so we can instruct the IVR to behave in a very customized way according to the response we get from your systems.
Adjustable extensions empower you to efficiently manage your users' extensions and any changes will be reflected instantaneously on your IVR. Extensions allow for better organization and call routing within your organization, making it easier for your team to stay connected and productive.
The After Work Call feature is designed to help your team stay organized and efficient by setting aside time after each call to complete tasks related to the call. This can include creating tickets, emailing prospects or preparing the user for their next conversation. As an administrator, you have the ability to configure and customize this feature to meet the specific needs of your business.
With our SMS UI, you can send predefined template messages to your customers through the web in a seamless and frictionless way. Send important notifications with just a few clicks, and reach your customers at any time. Streamline your messages and collaboratively handle them as a team.
If your company depends a lot on internal communications, our internal calls feature will help your team members call each other across borders with ease and free of charge. This simple feature makes it easy for employees to stay connected, even if they’re in different offices or across the world.
Our transcription feature converts all your calls into searchable text, saving you time from sifting through thousands of call recordings. You can also set up keyword alerts that will trigger a notification if a specific word or phrase is mentioned during a call, which can be useful if you would like to be notified (immediately) on certain topics that are being discussed.
As a growing business we are sure you have your own way of running your operations that you have reached over the years. Since no product can cater to the exact approach of every single business, our team developed a wide range of APIs (Application Programming Interface) that will enable your engineers to integrate EOCCAS within your systems and utilize its potential to the full. This will of course increase and enhance the productivity and efficiency of the team. There are no limits on what your team can build with our continuously growing set of APIs. Offering industry leading APIs that allow you to connect, sync and share your data with other systems. Our API is designed for flexibility, ease of use and accuracy. It enables seamless integration with third party applications and ensures consistent quality of data in all your connected systems.
Gives you real-time insights into each and every aspect of your contact center metrics. It offers complete control over data collection and enables you to view reports, dashboards, and charts of all incoming and outbound calls. We log every single interaction your team makes with your customers, and retain your data forever so you can at your own convenience filter down on your data and build the reports you need to make more accurate decisions.
Want your customers to feel valued? Let them know that you value their time too by assigning their calls auto-magically to their account manager once they call your company number.
Simply set the operating hours for each of your numbers and specify the behavior you’d like your customers to experience when they reach out to you whether during your working hours or out of hours. You can set templated messages to be sent out or played back when your customers reach out to your numbers whether through Whatsapp messages or phone calls.
Our internal call transfer enables your team to transfer calls internally between each other in case a customer requires attention from a colleague or an agent from another team. This feature works seamlessly and enhances your customers' experience as they don’t need to hang up and call your team again.
Identify agent performance proficiency and deficit and give real time feedback to improve call center quality and attune to customers feedback. EOCCAS's powerful coaching and monitoring capabilities give admins immediate visibility into agent performance for identifying mistakes and reversing them quickly so as to better service customer issues and improve calls with prospects.
This option allows you to set up a transfer for your incoming calls to an external number of your choice, even when you are out of office, working from home, or on the go. Set up a company or team based forwarding rule for calls to be sent to any phone number in the world whenever this rule is met.
Onboard your organization to the world of messaging with incoming and outgoing messaging capabilities across WhatsApp Business. WhatsApp became the most used and desired means of communication among the current generation. You don’t want to miss out on golden opportunities to delight your customers and fulfill their needs. With our WhatsApp messaging feature, your team will be able to proactively reach out to customers through approved templated messages or directly reply to customers inquiries.
Make business calls swiftly with an automated phone dialer that automatically parses CRM tools for contact information. Increase agent efficiency by consolidating call flows right into your favorite CRM. The best salespeople are armed with information. With Power Dialer your sales team will be able to connect with leads quicker than ever and make the most of every opportunity that presents itself.
Call whispering is one of the most needed features in any contact center operation, where it allows your supervisors and managers to give real-time advice and feedback to your agents while they are handling calls without allowing your customers to listen to you. This way you are able to provide timely advice or suggestions without interrupting the flow of the conversation. Call whispering is mainly used for coaching and assisting newcomers, as it happens without the other party listening to this part of the conversation which will make your newcomers feel more empowered and confident handling conversations with your customers. Not only helpful for newcomers; call whispering is also helpful for experienced agents in tough situations when they are not confident on how to handle the case they are dealing with.
Unlike others, we provide you with high definition call recording available instantly and forever. We offer you unlimited storage space for your recordings with no additional or hidden fees. Call recording is an important tool that helps you to track the history of every conversation. You can be assured that no detail will go undetected with our reliable service. With our call recording feature, training of new employees has never been that easy, as newcomers can look back at customer interactions (if they have the permission to do so) and learn more about how conversations flow from support and sales functions. Every company cares about the quality of the service it provides to its customers; your quality assurance team can easily review calls and interactions with your customers to assure the team is serving your clients with the required quality all the time. Of course, it goes without saying that all calls are recorded and stored in a secure manner while still granting you access to it in an instant and easy approach, whether through our administrative interface or our 3rd party integrations.
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