OVERVIEW
Monitor the status of agents and the efficiency. Utilize the dialler with multiple strategies of outgoing calls. The moment an agent chooses not be ready, a request for the reason is made and reported for live and historic displays as well.
‘‘…static and dynamic options for agents…’’
Easy logging in and logging off as a call-back or dynamic agent. The agent can also pause and resume paused time indication. There is also an on-screen display for incoming queued calls (name f queue and the name of the contact if the contact is already saved in SugarCRM, Address Book, Google or Outlook).
‘‘…limitless dynamic and static conferencing…’’
Once the agent ends a queued call, he/she can access the disposition via gloCOM. Once a Dialler caller ends, the agent can also access the disposition via gloCOM.
BENEFITS
CONTROLLING OF COSTS
Using gloCOM, you can easily control the costs of the operations of your Call Center. This way more work can be managed by a lesser number of agents, thus higher quality of work and higher productivity
REDUCTION OF OVERLOADING
The overloading chances of your agents are significantly reduced since gloCOM has the capability to manage a large amount of call and equally distribute the workload in real time.
DECREASES IDLE STATES
Through optimization of workload, idle states can be minimized. gloCOM provides you with an efficient means to manage the states of your agents thus keeping them in the game.
INCREASE IN QUALITY
The quality that your agents are able to provide rises significantly since gloCOM provides them with the edge they need for peak performance
RISE IN PRODUCTIVITY
Thanks to a comprehensive implementation of the exclusively efficient set of features, the productivity of your staff will substantially improve.
MAXIMIZED PROFITS
You will be able to maximize the profits that are generated by your Call Centre without having to make any significant investments or increase the total number of agents that you have.
CONNECTIONS MANAGEMENT
You can easily manage connections in the gloCOM interface. Calls can be made with just a single click and monitor the status of other agents and so much more.
ORGANIZATION OF DATA
Through notes, CRM integration and other related tools you can easily organize your data thanks to the gloCOM interface.
WORK DISTRIBUTION
Thanks to the gloCOM Agent and Supervisor, work can be distributed to the details, which includes agent tasks, queues, inbound calls, pause, etc.
KEY FEATURES
THE AGENT PANEL
Keep tabs on the presence and phone status of other agents, call them and send messages to them. View the status of idle and busy agents, waiting calls and queues etc. Filter queues and agents so that you can display the specific information that you want only. For example, you can only display the agents that work in the same queues as your agent.
QUEUING
There is live monitoring of queues; busy agents, logged in agents, calls in wait, paused agents, the level of service, answered calls and so much more…
MASSAGES
Instant messaging and file sharing with co-workers to boost collaboration, productivity and efficient workflow.
STATUS AND EFFICIENCY OF AGENTS
Monitor the status and the efficiency of agents in real time
AGENT OPERATIONS
Easy logging off and logging in as a dynamic or call-back agent. An indication of the status of the agent. Pausing and unpausing the agent, pausing the time indication. On-screen display of incoming queue calls (name of the queue and the name of the contact in case it already exists in the SugarCRM, Address book, Google or Outlook).
SOFTPHONE CLIENT
The Unified Communications Mode of the SoftPhone is the mode that has the highest number of features. Users are allowed to use all the standard communications and unified communications features.
CODES OF REASONS TO AGENT PAUSING
The moment an Agent chooses the not ready option, a request for the reason is made and it is reported for both historic and live displays.
PARKING CALLS
You can easily park an inbound call and manage all the calls that have been parked using the intuitive interface.
OUTLOOK INTEGRATION
Use gloCOM to sync Outlook contacts. Use gloCOM or Outlook to call them directly thanks to the Integrated Outlook plugin. Once an incoming call is received, see who of your contacts in Outlook is making the call.
BOWSER INTEGRATION
Dial from any of the major web browsers (e.g. Safari, MS Internet Explorer, Chrome and Firefox) with just a click!
CRM INTEGRATION
You can implement gloCOM with your Customer Relationship Management system and it will increase its efficiency significantly. gloCOM 4.x has exceptional compatibility with several CRM solutions. Currently, we support Zendesk, Zoho, SugarCRM and Salesforce.
VOICE & VIDEO CONFERENCING
With the gloCOM GUI, you can easily manage and organize voice and video conferences. To invite a contact, just Drag & Drop. You also have the permission to kick participants out of an ongoing conference or mute the participants in an ongoing conference. gloCOM also offers conference rooms that can be customized and so much more.
