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gloCOM - Call Centre Agent Edition

Monitor agent status and efficiency.

 

 

gloCOM - CC Agent Edition

Monitor agent status and efficiency. Use dialer with multiple outbound call strategies.When an Agent Selects to be not ready the reason is requested and reported for both live and historic displays.

Easy login, logoff as callback or dynamic agent. Agent status indication. Agent pause and unpause, paused time indication. On screen display for inbound queue calls (queue name and contact name if caller exists in Outlook/Google/Address Book or SugarCRM).

Upon the Ending of a Queue Call, the Agent can enter the disposition through gloCOM.Upon the Ending of a Dialer Call, the Agent can enter the disposition through gloCOM.

Benefits

CONTROL COSTS
of your Call Center operations with gloCOM. Now less agents can manage more work ... quality work!

REDUCE OVERLOADING
chances of all your Agents. gloCOM is capable to manage huge amount of calls and distribute workload equally.

MINIMIZE IDLE STATES
by optimizing workload. gloCOM gives you a way to control your agents states and keep them in the game.

RISE QUALITY
of service your agents are able to provide. gloCOM gives the edge that agent needs to perform on a top level.

IMPROVE PRODUCTIVITY
of your entire staff thanks to a most complete set of features implemented in a most comprehensive way.

MAXIMIZE PROFIT
your Call Center generates without making significant investments or increasing a number of agents.

MANAGE CONNECTIONS
in gloCOM interface, make calls with a single click, monitor other agents status and much more.

ORGANIZE DATA
with the help of gloCOM interface through CRM integration, notes and other relevant tools.

DISTRIBUTE WORK
to the details including incoming calls, queues, agent tasks, pause, etc. with gloCOM Agent and Supervisor.

Key Features

AGENT PANEL
See status of other agents (phone and presence), send them messages, and call them. See status of queues, calls waiting, agents busy, agents idle etc... Filter agents and queues to display only specific information (i.e. only agents working in same queues as my agent...)

QUEUES
Monitor queues in real-time: answered calls, service level, paused agents, calls waiting, logged in agents, busy agents and much more...

MESSAGING
Send instant messages and share files with your co-workers improving productivity, collaboration and work flow.

AGENT STATUS AND EFFICENCY
Monitor agent staus and efficiency.

AGENT OPERATIONS
Easy login, logoff as callback or dynamic agent. Agent status indication. Agent pause and unpause, paused time indication. On screen display for inbound queue calls (queue name and contact name if caller exists in Outlook/Google/Address Book or SugarCRM)

SOFTPHONE CLIENT
Softphone Unified Comms Mode is the most feature rich mode. It allows user to use all unified comms and standard comms features.

AGENT PAUSE REASON CODES
When an Agent Selects to be not ready the reason is requested and reported for both live and historic displays.

CALL PARKING
Easily park an incoming call and manage all of the parked calls using intuitive interface.

OUTLOOK INTEGRATION
Sync Outlook contacts with gloCOM. Call them from gloCOM directly or from Outlook using the integrated Outlook plugin. When inbound call is received, see who of your Outlook contacts is calling you.

BROWSER INTEGRATION
Click to dial from a mayor web browsers, (Firefox, Chrome, MS Internet Explorer, Safari).

CRM INTEGRATION
gloCOM offers implementation with your CRM system and it will make it even more efficient. gloCOM 4.x is compatible with several Customer Relationship Management solutions. We now support Salesforce, SugarCRM, Zoho, and Zendesk.

CONFERENCING
Easily organize and manage voice conferences using gloCOM GUI. Drag&Drop contacts to invite them into conference, mute participants, kick participants out of the conference, use gloCOM customizable conference rooms and much more.

Resources

Product Brochure (Click to download)

 

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Improved business communication through effective solutions and innovative technology.

 

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Magaliessig
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