Hostcomm's cloud video contact centre brings together inbound call management, a predictive dialler, video calling and remote visual assistance into a unique CCaaS solution.
Choose from predictive, progressive, and preview dialing modes with variable dial ratio settings.
Set rules for how leads from, for example, answering machines are redialed.
Add other people to a call and use frequent number presets for one click dialing.
Start a campaign with a simple IVR before transferring to an agent.
Park the customer with custom music per campaign.
Automatically dial alternate numbers for a lead record to increase call connect rate.
Dial with Answering Machine Detection and play a message for AM calls.
Set time zone restrictions to ensure calls are made at the right time.
Set outbound CallerID per campaign or per list.
Real-time scanning for keywords and auto notifications allowing a supervisor to assist.
Help agents by creating custom scripts that auto load and also fill with lead details like name and address.
Enable supervisors to listen to calls, whisper to agents and barge.
When an agent has dispositioned a call enable an SMS or email to be automatically sent.
Be logged from anywhere with just a phone, web browser, and an internet connection.
Single servers or clustered resilient systems with active failover within 2 minutes.
Have hundreds of logged in agents with virtually limitless campaigns, lists, IVRs, inbound queues, DIDs, phone accounts, voicemail boxes.
Load balancing of calls across multiple inbound or outbound servers is possible.
Outbound calls sent to multiple carriers for greater reliability.
Preset speed links for quickly ending, wrapping and dispositioning
Transfer calls and push customer data to another agent or supervisor.
Using telephone number or email address, additional info is pulled from your CRM to a pop up to aid the agent.
Schedule a callback with a customer as either any-agent or agent-specific.
Faster hangup and dispositioning of calls with one key press.
Dial at the touch of a button from a single call list integrated with your back systems.
View details for calls in the queue that the agent is selected to take.
View status and have live chats with managers and other agents.
Option of a drop timer with safe-harbor message for Ofcom compliance.
Variable drop call percentage when dialing predictively for Ofcom compliance
Scan for sensitive information or vocabulary not allowed by Ofcom.
Send a dropped call to a voicemail box, queue or extension per campaign if no agent is available.
Tools to enable GDPR data removal ("right to forget").
Get DNC lists filtered system-wide and per-campaign.
Level one, PCI-DSS compliance certification for our data centre.
TLS & IPSEC VPN encryption of web access and phone connection.
Powerful and flexible firewall, SFTP data download and SSL web certificate.
Over 50 default reports, real-time functionality and Hostcomm advanced options like team performance.
Automatic call recording with advanced call recording search.
Unifies the dialler, SMS, interaction analysis, the wallboard and other value-add reports into one interface.
Scan in real-time for keywords to better understand customer conversations.
Arrange all your key dialler metrics in one highly configuration interface.
Real time updates and 3rd party remote reporting.
Have an AI virtual agent instead of your live agents handle calls and handover to a live agent if necessary.
Auto-generate call lists, Queue call back requests, queue position, ACD, and queue skills-based routing with agent ranking per queue and campaign.
Enable agents to take both incoming and make outgoing calls and set priorities on call traffic importance.
Supports any SMS API, auto SMS sending after agent disposition and inbound and Outbound sending
Sophisticated, extremely low-cost agent assisted PCI-DSS IVR.
Use as your office PBX.
Easily and quickly reach lots of people with a message.
Multi-Language auto detection, SPAM-Free, secure and unified mailbox, Full ticket lifecycle from opening to resolution, and many more.
