For your customers, your call centre is their first point of contact with your organisation and in many cases, the success of your brand and overall business is dictated by the effectiveness of your contact centre. Daviker TouchStar Inbound provides you with all the tools to ensure your incoming calls are handled as professionally as possible.

• Queue incoming calls and distribute to first available    and qualified agent or team.
• Skills based routing with multiple priorities.
• Auto attendant with on-hold music or messages by each queue.
• Real time reporting of queue volume, staffing, and call statistics.
• Route calls to alternative queues based on call volume.
• Calls can be prioritised based on agents’ skill set.
• Agents can be moved to alternative queues real time.
• Agents can be assigned priority for different queues.
• Automated self service data lookup, data capture, and payment options.
• Opt-in to re-route a party connected from an outbound voice message to a prioritised inbound call.
• Agents or groups can have personalised voicemail.
• Screen popping of your script or CRM to improve agent interaction.

ACD systems generally process incoming phone calls on a first come / first serve basis. However, TouchStar Inbound can route calls based upon caller identification, dialled number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program.

Supervisors can monitor call queuing performance and agent productivity using the queue monitor, which displays agent and queue statistics as they happen in real time. To promote a competitive team environment, you can divide the wallboards so that agents all see how their queue and fellow agents are performing.

• View at a glance how many calls are currently waiting or being handled, and how many agents are available to take calls.
• See how many calls were sent to voice mail or abandoned and the average and longest hold times.
• Know how many calls each agent answered or placed, and the average and longest talk time.
• Set alarms based on custom thresholds, or see queue statistics across a room with optional wallboard.
• For remote monitoring, you can log into the call centre read real-time queue statistics and listen to the agents from your mobile telephone.