Hostcomm web portal for ContactPro
Hostcomm provides its clients with secure access to a web portal where they can login to their individual 'partition' on the hostcomm hosted telephony platform which is called ContactPro.
Once logged in they can view lots of information relating to their calls, add and delete extensions, add features and generally administer their service. Of course this can also be outsourced to Hostcomm if required.
The web portal can be accessed (with ssl encryption) from any web browsers which means that a partition can be managed anywhere without the need to download any software.
Login is based on a hierachical system so that the administrator of the system has certain rights that the other users do not have. Individual users can log on to the system to check vociemail, call reports, call recordings and other information but cannot delete a users or add a feature.
Voicemail .wav file access from the web portal
From the Hostcomm web portal wav files can be accessed from the database. They can be listened to by clicking on the link. Once listened to from the phone itslef or from the GUI they are marked "Old"
Inbound / Outbound call report
For each extension there is a report, which is accessible from the web portal, which shows all inbound and outbound calls. It will also show call charges next to each call if the user is on a pre-paid billing plan.
All recorded calls are stored in the searchable SQL directory and are displayed on the web portal as seen below. They can be listened to by clicking on the link and can be exported to a local server.
Call reporting
Comprehensive reporting is available from the web portal showing productivity statistics, call information and lots of other information useful to any business. Below is an overview of the statistics taken from a small contact centre showing at a glance the performance relating to answered calls.
Agent productivity statistics
Measuring the individual productivity of each contact centre agent is very important. You will have access to all the information required to make decisions about training, recruitment and incentives from the web portal as shown below.
Live call flow monitoring
From the call flow reporting you can see at a glance how many calls are active, who is waiting in a queue and for how long. This way you can decide whether to increase the hunt group size or decrease it in reaction to busy or slow periods.
Faxes can be set from the online fax centre or from your email account. Inbound faxes arrive into your inbox as a PDF file. The online fax centre can be used to send bulk faxes.
IVR set up
IVR (aka autoattendants) can easily be set up with simple point and click configuring. The IVR extension is very versatile and can be used to direct your customers to the correct department, label the call based on their selection and prompt the caller for a selection.
