What is a WebRTC Call Center Software?

The system is organized based on the skills required to attend a certain type of call. Agents are given an evaluation and assessment based on their level of skills in order to answer each call. For example, in a “French claims” call, the skills “French” and “Claims Management” will be critical. Agents with the best score on topics such as “French” and “Claims Management” will receive the call first in that queue as a priority.

In addition to the main feature, the ACD also carries out other tasks such as:

– Identification of important calls: It prioritizes the calls of the most important clients (VIP) immediately by referring them directly to the specialized agent so they do not have to wait on hold.
– Reports by agent: With the ACD you can get complete reports of each agent, taking into account their skills and performance.
– Customer information: The agents will have the customer information on hand, so they will know how many times they have communicated with a client and when.

The ACD cloud distributes calls to agents. No matter where the agents are located, the system will distribute the call as if all of your agents were located in the same office.

Office hours
The main setting should be during your office hours. For example, this setting could be from Monday to Friday, 9 a.m to 2 p.m, and then from 4 p.m to 7 p.m. Withing this time frame, your incoming calls will enter the system so that they may be answered accordingly.

After hours
The second time frame may be the known as “after hours”. Anytime before or after office hours are considered “after hours.” If an incoming call is made during this time frame, callers will hear a list of the correct office hours and are told to leave a voicemail message.

Holidays
We find it useful to create a message to inform callers during the holiday season that offices are closed. We recommend creating a setting for each particular holiday. For example, on the 4th of July customers may hear: “Due to Independence Day, our offices are closed today and will reopen again tomorrow”

Vacation
Finally, if the office will remain closed for an extended period of time, it is convenient to inform clients to not call during that time. For example, the message may sound like this: “Due to a scheduled vacation, our offices will remain closed from July 15th until the 30th.”

All agents will be able to communicate with each other internally free of charge and without limitations.

In addition, for any need, agents can call the supervisor or any other colleagues directly by entering a simple extension code.

Communication between agents and the supervisor can also be done through an internal real-time chat system.

The waiting on hold in a queue with music is the next step for IVR. Once calls have been categorized, it is necessary to create a limit of callers for each type of call that can be managed in the Call Center. In order to prevent a caller from hanging up before they speak to an agent, the call waits in a queue with music until an agent is available to take the call.

Right before answering a call, the agent will hear a short message, such as “administration” or “billing,” so they know what the topic of the call will be before they even answer.

This is especially useful for those who receive calls from different departments, so they can identify where the call is coming from. It is also applicable in the case of receiving calls in different languages, and thus directs the calls to the corresponding language, such as English or Spanish.

On the contrary, the black list is for callers you don’t want to receive calls from. This may be spam callers, annoying suppliers, prank callers or irritating telemarketers. We recommend putting them on the black list so that their calls will no longer be answered, or you can choose to put them on an endless hold with repetitive music. Regardless, their calls will not be attended.

When an incoming call enters the PBX system, you may need to transfer that call to another extension without wanting to end the call. With call transferring, the initial extension can now transfer the call to a different extension and will now be available to answer other calls. The Fonvirtual Call Center offers two types of Call Transfers:

Attended transfer:
When an incoming call is received, the person who answers it will be able to communicate to other extensions at the same time. That way, they may ask the other person if they are available to answer the call while the caller is placed on hold. The idea is to consult the person who is going to receive the transfer first if they want to accept the call or not. With this feature, you have the choice to either transfer the call to the second line or answer the call now.

Unattended transfer:
This type of call transfer directly routes the call to another extension, without any previous consultation.

The only thing the caller has to do is press the number that corresponds to what they are calling for. Thanks to IVR, in most cases, we ensure that the call will be answered by the most adequate person first, based on the reason for the call.

There are many ways to divide a particular call. For example, we can direct the call based on department or by language options. For example, “For English, press 1. Para Español, pulse 2,” or by area: “For our New York office, press 1. For our L.A office, press 2.”

Call recording gives access to all conversations made through the Call Center, both incoming and outgoing. It is particularly useful for the supervisor, as it allows them to find concrete statements made in any given conversation, which plays as a crucial tool for management.

WebRTC telephony uses an Opus audio codec that is commonly used to play music with very high quality sound. This codec is capable of operating optimally at a wide range of transmission speeds, from 6 kb/s to 510 kb/s and a sampling rate of 8 to 48 kHz. This means that the quality of communication will be optimal with any medium-stable communication. In other words: this codec can move its signal from narrow band to bit rate to stereo sound of the highest quality.

Going down to a more technical level a real time audio codec can be two levels:

• Linear Prediction (LP) and Code Excited Linear Prediction (CELP), to encode low frequency audio
• The Modified Cosine Discrete Transform (MDCT) to encode music and speech frequencies with higher frequencies

The Opus codec can actively work on both, allowing it to operate over a wider range and achieve better sound quality.

Furthermore, the codec can operate with a fixed but also variable bit rate.
It is clear that the highest level of optimization of this codec will occur in internal communications of extensions and agents, as well as in video conferencing but, progressively, we are moving to a scenario where the Opus codec has a greater global relevance.

Welcome
This is a welcome message that informs the caller about the company they are calling. For example, “You have reached Fonvirtual.” Depending on the PBX setting, this initial message might need a following step. It may need to guide callers through the different alternatives, such as “If you wish to speak with the accounting department, press 1. For HR, press 2.”

Busy
As a second option, it is always good to add another message that informs callers when all the current phone lines are busy. This allows the caller to decide whether he or she wants to leave a message or try again later.

After hours
For calls made after hours of operation, we recommend including the hours of operation so they know when to call back. For example, “Our customer service hours are from 7 am to 12 pm and from 3 pm until 5 pm.” You may also want to include the option to leave a voicemail message so you can call them back later.

Holidays
Lastly, it is also recommended to add a message with holiday hours of operations or office closures to specify when the office will reopen. For example, “Our offices will remain closed today due to the holidays and will reopen again next Wednesday.”