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COMPREHENSIVE contact center system
Contact Center
Welcome to the future of customer care.
An omnichannel solution that efficiently supports various external aspects of a company, enhancing communication across multiple channels.
Explore Features
Agent Queue Status
In a call center, agents can set various statuses like logged in, on break, or in a meeting. These statuses are tracked in reports accessible to administrators and supervisors, ensuring efficient customer service management.
Call Announcement
Call Announcement is a prerecorded message providing users with call handling tips. It's ideal for situations where staff handles calls for multiple departments, businesses, or locations.
Call History
Call history serves as an intuitive record of all call activities, displaying details such as call duration and categorization. Users can easily access this information through the Stratus Manager Portal, Stratus mobile application, and web-based softphone.
Custom Queue Hold Music
SpectrumVoIP provides personalized hold music options both at the account level and for specific call queues. This enables you to tailor callers' hold experience based on their interaction with your business.
Escape from Call Queue
In cases of extended hold times, provide customers with the option to exit the queue using the "Escape from Call Queue" feature. Customers can be redirected to alternative destinations like auto attendants, operators, different hunt groups, or voicemail.
Queue Call Back
With the Queue Call Back feature, callers can disconnect and receive a callback when an agent is available. This way, callers can confidently attend to other tasks while anticipating a follow-up call.
Real Time Queue Stats
This feature provides a quick overview of specific queue statistics to promptly address call queue metrics. Each statistic can feature tailored lower and upper thresholds, visually alerting managers to take necessary action.
Skills-Based Routing
Agents can be assigned to higher-priority queues based on their skills, ensuring that even if they're in multiple queues, they receive higher-priority calls first. This approach ensures customers' needs are addressed by the most suitable agent.
Unlimited Call Queues
Unlimited call queues enable you to tailor the caller's experience. For instance, you can establish distinct queues for various locations, programming each queue to play location-specific hold music and ring multiple agents.
Wait Time Announcement
During periods of high call volume, average call handling time may rise. This approach offers them the choice to either hold or call back later.
