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gloCOM - Call Centre Supervisor Edition

Real-time agent monitoring and statistics. See graphs in real time.

 

 

gloCOM - CC Supervisor Edition

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...).

Real-time agent monitoring and statistics. See graphs in real time. Check performance of agents in real time. Configurable threshold for different kind of alerts (service level, paused agents etc...). See who of the agents is logged in, paused, who is each agent talking to and much more...Monitor ongoing calls in real time: inbound, outbound, queue calls etc...

Monitor your network performance and call data.Use online self care platform. Preview relevant call center statistics and present it on a remote screen.

Benefits

CONTROL COSTS
of your of your Call Center operations by managing entire structure more effectively with fewer supervisors!

CONTROL LOAD
and pressure put to your agents. gloCOM is capable to manage huge amount of calls and agents.

CONTROL QUALITY
by providing support to your agents. gloCOM gives you a way to assist agents and be present all the time.

IMPROVE SERVICE
your agents provide to the customers by presenting them with the statistics on integrated Wallboard facility - LIVE.

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

CONTROL LOAD
and pressure put to your agents. gloCOM is capable to manage huge amount of calls and agents.

CONTROL QUALITY
by providing support to your agents. gloCOM gives you a way to assist agents and be present all the time.

IMPROVE SERVICE
your agents provide to the customers by presenting them with the statistics on integrated Wallboard facility - LIVE.

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

IMPROVE REVENUE
your Call Center generates through effective management, work load distribution and quality of service.

KEEP CONNECTIONS
in gloCOM interface and make calls straight from the list, monitor other agents status and much more.

KEEP DATA
you already gathered in your CRM since gloCOM is able to integrate with CRM and many other relevant tools.

KEEP CONTROL
to the spot including incoming calls, queues, agent tasks, brakes, etc. with gloCOM Call Center Supervisor.

Key Features

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

SUPERVISOR PANEL
Real-time agent monitoring and statistics. See graphs in real time. Check performance of agents in real time. Configurable threshold for different kind of alerts (service level, paused agents etc...). See who of the agents is logged in, paused, who is each agent talking to and much more...

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

WALLBOARD FACILITY
Preview relevant call center statistics and present it on a remote screen.

ALERTS / THRESHOLD
Shows all alerts that the user has specified. When a specific alert occurs, notification is displayed and supervisor is instantly notified.

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 STATUS & EFFICIENCY
Monitor agent status and efficiency.

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...)

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.

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.

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

CALL PARKING
Easily park an incoming call. View parked calls and pickup from another extensions for up to 20 lines.

Resources

Product Brochure (Click to download)

 

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Improved business communication through effective solutions and innovative technology.

 

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12 Houtkapper Road
Magaliessig
2067

P.O. Box 1470
Fourways
2055

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