Predictive Dialer | Sip Trunk | Hosted Telephony

True multi-channel hosted contact centre service on a pay as you go basis!

Communify gives you a single point from which to provide sales and support customer service across multiple channels. From the agent / admin interface you can deliver consistent service to and from the following channels; Voice calls, SMS, Email, Fax, Webchat, Web voip button, Video chat, Twitter and Instant Messaging. All client requests enter a unified queue to be dealt with efficiently by customer service staff. Communify blends Kayako Fusion with Hostcomm's contactPro hosted VoIP contact centre, inbound SMS messaging and hosted IVR services to provide you with a truly unified service. 

Features available from only £9.95 per agent per month (See comparison chart below):

• Fully customisable agent and admin desktop interfaces with agent status and control.
• Voice, SMS, Chat, Fax, Webchat, Twitter, Web CallMe processing into unified queue.
• Automated ticketing system, skills based routing and group structures.                    
• Full integration with hosted VoIP contact centre including admin and agent accounts
• Knowledgebase forums with integration into unified queue.
• Twitter integration inbound auto-ticketing, keyword alerts, auto responses.
• Voice recording, logging, call queueing, live calls report, voicemail, ACD,IVR.
• Screen pop client records on call inbound, click to dial them and view call reporting.
• Comprehensive reporting by channel category with over 100 reports available.
• Web site visitor tracking and reporting.
• Remote client desktop sharing and escorted browsing.
• Video chat and multi point conferencing for only £9.95 per month.
• Fully collaborative email inbox with auto ticket raising,rules & automations.

Communify feature video demonstrations

Communify Web page callme button Communify voice call handling Communify full overviewHTML Video insert by VideoLightBox.com v1.11

	SMS texts - SMS text messages are received by the contact centre queue in the same way as emails and assigned to a free agent. Give this a try to 01276 300200.
	Video chat from your web page - Give your clients the option of a face to face chat with one of your customer service staff increasing the chances of a sale.
	Twitter integration - Tweets are routed into the call centre and distributed to an agent.Tweets can be automatically answered (eg out of hours message, directions map) and sent as an SMS to a supervisor if certain keywords are detected.
	Call directly from your web page - Pressing a button on the web page initiates a call directly to the call centre.There is no cost to the client. The call can be routed to an IVR first.
Live Chat Software by Kayako	Text chat from your web page - The option to chat with an agent will drastically increase your chances of converting a web site visitor to a sale. New clients chats are routed to a free agent where they can be answered, transferred, converted to a ticket.

Communify product package comparison (click feature for more information) 
 

	Gold [-]	Silver [-]	Bronze [-]
COMMUNIFY FEATURES - click them for info
Price per agent per month	£24.95	£16.95	£9.95
Agent login to voice queue
Agents can log in and out of the voice queue with a keypad shortcode or by the web portal
Hunt groups
Inbound calls are routed to agents based on hunt groups eg ring all, round robin, longest idle, fewest calls.
Call queueing
Calls will be queued when all agents are busy. Messages can be played to the waiting callers
Queue and IVR custom prompts
Load custom prompts via web interface into the queue and IVR based on .mps, .wav and .gsm format.
Connected calls web display
Web interface displays all connected calls showing caller ID, agent name, call time etc
Advise callers or wait time and position in queue
Advise callers of wait time and position in queue
Call recording
Record all calls into the queue and outbound. Searchable database included, calls can bee viewed on line.
Auto attendant
Calls can be routed to agent groups based on the callers keypress eg 1 for sales 2 for support.
Agent and Admin desktop interfaces
Agent and Admin desktop interfaces with licenses based on logged in users.
Out of hours routing
Calls can be routed based on time of day.
voicemail
Voicemal accounts are included for the queues and agents with voicemail to email.
Failover to back up number
Automatic failoverto back phone number in the event of an outage.
Remote agent phone
Remote agents can log in the queue using a remote PSTN (not voip)telephone eg their own home phone.
Web 'Callme' button
Web phone button can be placed on a web page which when pressed with route a call to the relevant queue.
UK geographic DID phone number
UK geographic phone number provided for each agent, queue and IVR
Automatic routing of enquiries to logged in agents
Automatically send sales and support requests regardless of media channel through to available agents.
Fax to email
Send faxes from email and receive them in PDF format
Click to dial from agent interface
Click to dial from central client records and from agent contact list on agent interface.
Web site visitor tracking real time
Turn visitors into customers using geographical visitor monitoring.
Web page visitor chat
Proactive live chat, screen sharing, chat transfer, chat auto response and full reporting.
Group structures
Assign agents into various groups for automatic routing and reporting
Chat automatic routing based on skill
Automatically route chat through to the correct agent basedon their skill level
Accurate geo-location mapping
Track visitors location based on their IP address.
Track and serve multiple websites
You can issue unique email addresses, phone numbers and track different web sites for your clients and handle them all from the same helpdesk.
Automatic visitor grouping
The visitor rule system has been built to automate the identification, grouping and mining of information from the live chat visitors. The rules can be used to sort visitors into groups, enabling you to prioritize leads based on search engine referral keywords or campaigns.
Public and internal knowledgebase
The knowledgebase is a database of categorized articles that act as an information repository (much like a frequently asked question database) for your clients. The client's interface to the knowledgebase is via a secure portal.
Public and internal troubleshooters
Troubleshooter wizards guide your clients through a series of questions and instructions which enable selfdiagnosis and resolution.
Remote PC control
Be there and be hands-on with OnSite, the remote desktop support tool that connects agents to your customer's desktop in a mouse click. Add visuals to a live chat using instant screengrab sharing and diagnose more effectively and provide quicker solutions.
End-of-ticket satisfaction survey
The clients as well as the staff user can now rate the support tickets, individual ticket responses, live chats, knowledgebase articles, and so on, on the scale of one to eight. The ratings criteria can help you identify the vital issues with your support and helps you identify the area for improvement.
Email management
Automatically raise a ticket for all inbound emails and assign to specific queues, configure multiple email address entry points.
Automated service ticketing system
Raise tickets automatically to track requests for each multimedia channel for sales and support assistance.
Ticket workflows and intelligent routing
Powerful automation tools can help you filter, sort, assign and prioritize incoming requests. Route tickets using email rules, and even train your helpdesk to automatically categorize incoming queries. Use visitor rules to group website visitors based on their location and connect them to the appropriate agents automatically.
SLA plans, automatic escalations
When and under which circumstances a ticket will be marked as overdue (ie late) is governed by one or more SLA plans (service level agreement). In Kayako, SLA plans specify a timeframe where a customer’s ticket should be responded to, and a deadline by which the ticket ought to be resolved. If a ticket becomes overdue according to its SLA plan, the ticket is considered to be overdue. What happens when a ticket becomes overdue? Using ticket escalation rules you can configure a number of ticket actions which will be automatically executed if a ticket becomes overdue. For example, you might choose to change the ticket priority, send a notification to a certain team and change the ticket’s status.
Ticket macros, canned responses
Reduce the time the agents spend on tickets by pre-loading responses and processes.
Advanced mail rules
These are user-defined rules inserted in the support desk, that will look for a defined criteria and if matches, change defined settings or perform specified actions. On top of the parser rules system also sits e-mail bans and catch-all rules, for mail that comes into the system that doesn't match an e-mail queue or required to be banned.
Custom types, statuses and priorities
Each ticket that comes into the service desk has a priority associated with it, for example, Critical, Urgent etc. The priority of a ticket is a way of ordering the importance or urgency of the ticket, so that it can be handled accordingly. Restrict priorities to certain user groups.
Ticket tagging
Ticket tagging defines the settings relevant to both the incoming and outgoing emails from the support desk. You may specify the ticket settings according to your preferences, and the support desk will act on the tickets, accordingly. View and manage ticket settings To view and manage the ticket.
Advanced search builder, ticket filters
Ticket filters allow you to quickly access and sort through your tickets across all departments by setting a variety of filter criteria. Filters can be created publicly or privately. A private ticket filter is only accessible by the staff user who created it
Custom dynamic ticket views
Click on a ticket's ID/subject to access the ticket view. You will then be presented with the ticket view interface
Ticket notes
Add notes to tickets.
Time and billing tracking
The billing module allows you to bill your customers in accordance with the time spend, working on the ticket. The time spent working on a ticket and what of that is billable can be logged to a ticket, including a work summary. Time tracking and billing information for a ticket (if the data exists) will appear on the ticket information bar when viewing a ticket, as shown below.
News publishing and email broadcasts
This allows you to insert the news articles in the support desk system, and publish them at the client support interface. A WYSIWYG editor is provided to create the news articles. An option is provided to immediately publish the created article or save it as a draft to be published later. Emails can be used to broadcast announcements or news articles.
Fax into service desk
Faxes enter service and a ticker is raised.
Twitter into service desk
Twitter tweets sent into service desk and ticket raised