Gardoon Smart Contact Center Software

The possibility of controlling and managing access levels to identify and provide appropriate services to each user as well as user groups, such as defining the administrator, supervisor, operator user and determining the permission to access the lines and the allowed duration of the conversation, determining the queues that the operators are allowed to use. or reports and modules that are allowed to use them.

Identifying and specifying the priority of answering for customers based on their phone number or by entering a code by the customer. It is possible to define and specify privileges for a customer or a group of customers, such as the priority of answering them based on their phone number, or entering a code by the customer, or specifying a connection to a specific destination, in Ring's call center. Also, to do these things, it is possible to add other conditions such as the date and time of the call, whether the queue is busy, etc. For example, in case of calls from priority customers (VIP) and the answering queue is crowded, their calls will be transferred to another queue.

In Gardoon's smart VoIP software, the feature of unique extensions allows extensions to enter and exit the system without depending on the phone and physical location. In other words, the user can log in and out from any phone and from any place where the call center server is available.

By using this tool, you can remind important events by phone call by setting date and time, selecting message and phone number.

According to the installed modules, the administrator or user with Call Spy access rights can listen to the active lines of the call center.

By using this feature, it is possible to determine different response states based on the hours of the day (Time Condition).

Through this tool, all call center users have a dedicated voice box, and if their calls are out of reach, they are saved as an audio file in the dedicated voice box and sent to their email address. Also, the user can connect to the voice box at any time using his password and listen to his messages.

One of the most important features of Gardoon's smart VoIP software is the ability to save calls with a small volume and easy and safe recovery. Conversations are recorded and stored along with the date and time of the conversation along with the caller's phone number as well as the answering operator's number for future access. Also, this audio data is attached to the customer's file.

Voice menus are used to inform, receive information and guide users and define various scenarios of two-way response. With the support of nested menus, Ring's call center has provided the possibility of guiding and guiding the user and easy connection to different departments of the organization.

It doesn't matter where you answer the phone, imagine you need to talk to a customer through the company phone, but you are miles away from your office and you don't have the customer's phone number. One of the capabilities of the call center based on the IP network is not depending on the physical location of the users, which means that if the appropriate internet is available, you can call your internal phone from anywhere, access the call center's phone book. , send and receive faxes and have voicemail messages, employee performance reports and how they respond to customers. Iranian ring smart vape software provides you with all these facilities.

One of the capabilities of the call center is to provide phone lines of the organization exclusively to each of the users and their extension, thus all the desired internal calls are directly connected to the desired extension through this line and further It can be forwarded to his mobile number through the forwarding settings.

The ability to create multiple audio conferences without depending on the type of phone is one of the advantages of Ring's call center. Also, it has the ability to identify the role of people joining the conference, including the manager and operator, and in this way, it will provide them with different facilities. Some of these features include defining multiple public or private conference rooms, protecting private conferences with a password, disconnecting and connecting people's voices, expelling users from the conference, etc.

Ring Call Center provides a complete tool with the ability to formulate and report all performance indicators of call center employees to center managers at different levels.

Some features of this tool

• The possibility of writing formulas and determining scoring indicators for operators and reporting indicators in the desired time frame
• The possibility of choosing a combination of indicators from various parameters, for example, the number of successful calls, duration of attendance, average conversation and rest, survey, conversation review and other parameters.
• Allocation of goals and standards of accountability and performance of tasks by team and type of activity and shift and the possibility of separating teams and shifts in evaluation
• Receiving data from other software such as CRM, office automation and personnel traffic
• Separation of teams based on incoming and outgoing calls, responses to tickets and emails, and tasks performed in CRM

The possibility of reporting, issuing reports and the possibility of emailing managers and related employees

One of the most important capabilities of the Ring call center in managing the reduction and increase in the number of operators is the optimal distribution of calls through Waiting lines Is. Queuing connects customer calls to available free operators in turn based on defined strategies.

Broadcasting the waiting message and announcing the number of people waiting in the queue for the customer are other features of the waiting queue.

• Determining diverse call distribution strategies

• Connect to related operator based on call history

• Customize VIP calls

• Determining authorized queues for login in work shifts

• Announcement of the operator number to the customer

• Different modes for the operator (resting, entering the queue, having lunch, etc.)

• Setting rest time for operators after each call

• Determining and announcing the maximum waiting time in the queue

• Call waiting queue recording

• The possibility of playing music, advertising messages and information while waiting in line

• Sending customer waiting time information to the responding operator

• Performing various operations after the end of the conversation (such as surveys)

• Definition of work shifts and allowed rest time for operators

• Show the average opinion polls

• Reporting based on shift

The possibility of automatic detection of telephone prefixes such as urban, intercity, mobile and telecommunication areas and reporting based on them and the possibility of setting automatic call forwarding based on the type of caller's number such as connecting the call to the nearest branch to the caller's area is one of the features of this It is a capability.

Ring's call center has the ability to connect and integrate with all kinds of tools used in information systems, including CRM, BPMS, office automation, email service, etc., with minimal restrictions. For example, by connecting to the customer relationship management software (CRM) and receiving and displaying his file information, including the last calls and recorded conversations for the answering operator. Some common uses of this feature are introduced below. Also, in addition to the mentioned facilities, Gerdon's software development team is fully prepared to customize new customer requests in this area.

Some applications

• Queue entry and exit control
• Subscriber identification web service and Pop-up request
• Pause and Unpause in the queue (resting users)
• Send audio file information and call data when answering in queue
• Send the number of calls waiting in the queue
• Send specifications of queue operators
• Making a call by receiving a request from CRM
• Notification of order status based on invoice number

Ability to automatically identify VIP customers and customize the response path

Improving the reliability factor Paying attention to the vital and sensitive role of the call center in the organization and business, one of the basic pillars of its creation and exploitation is to maximize its reliability. For this purpose, methods such as increasing the availability factor through HA (High Availability) are used in the hardware and servers layer, in case of possible problems in the hardware or software, the backup server enters the circuit and the call center functions without The error continues. This capability, along with the automatic and regular backup mechanism of system data and information, minimizes the possibility of data loss and system failure. System Reliability

Ring Call Center provides full coverage of performance indicators of center components and operating staff to generate a variety of advanced real-time reports based on historical records and trends. These reports can be connected to the dashboard and wall board. The speed of creating and customizing on-demand reports is one of the important benefits announced in the feedback received from Ring customers.

Some Features

• Display the current status of the call center
• The ability to create special information pages on the Wall Board
• Reporting in work shifts and selected time range
• Report on the performance of operators based on date and time and operator identification number
• Average, minimum and maximum operator response time reports, waiting time and...
• Report on the entry and exit of operators and the duration of their presence in the queue
• Reporting the number of calls answered and missed by the operator in the queue
• Average waiting time and conversation queue report
• Incoming and outgoing call report by group
• Abandoned Queue Calls report
• Number frequency report based on urban area
• Cumulative queue performance report
• Operator to call waiting ratio report
• Report cost per call and SLA fulfillment level
• مدیریت سطوح دسترسی به گزارشات
• The possibility of applying various filters, including date, source number, destination and duration of the conversation
• Operator performance evaluation reports
• Recording of important system infrastructure events such as hard drive filling up or trying to enter unauthorized etc.

By using this feature of Gardoon smart VoIP software, it is possible to compare the trend of various parameters and various reports of the queue, supervisor panel and dashboard panel in different time frames.

Along with the new methods of paying bills, the cost of invoices, etc., the phone is also used as a simple, accessible and widely used tool by most people for this purpose. This possibility is usually offered to organizations and companies through banks so that they can introduce it as one of the payment methods to their customers. Ring's call center supports this feature.

Today, with the aim of increasing productivity, accuracy and quality, repetitive and boring tasks are left to machines as much as possible. In the field of call center, making high-volume calls and informing about related services and events is one of these things.

Ring call center by specifying a desired list of audience or a group of customers by connecting to the customer database and with the ability to set the date and time of making a call and broadcast a desired message such as broadcasting a congratulatory message, announcing the company's new prices and the possibility of connecting the customer to the operator in If he needs to get more information or play the audio guide menu for the customer, this feature is supported

Sending and receiving faxes, SMS on the IP platform with the ability to integrate with the call center is another feature of this center. Sending a fax on a specific date, the possibility of resending a fax, receiving faxes in PDF format, providing reports of sent and received faxes with various search facilities, sending and receiving and managing short messages and general notification to a specific group of customers and or information Notifying specific people and sending alerts to system administrators are some of the uses of this feature.

The ability to receive complaints has been created with the aim of facilitating and improving the process of receiving customer comments. In addition to receiving comments over the phone and providing tracking codes to customers, Iranian Ring's smart VIP software also has the ability to notify them of the results automatically or by entering the tracking code. Also, the ring call center performs many frequent services automatically through various services of connecting to the company's information resources and applying the settings of the center manager.

Some Features

• Declaring the status, for example, the amount of debt, balance, whether the order is in progress or ready, etc., by receiving the code number, phone number or order number by phone
• Filtering and extracting the list of numbers related to customers (for example, debt) from the database and calling and announcing them automatically
• Creating a complaint box with the possibility of providing a tracking code, a web panel to display, broadcast and determine the status of received messages with the possibility of searching messages
• Support for multiple mailboxes on one server
• The ability to send email or SMS to the operator of each fund when receiving a new message and connect to CRM to send complaints

Organizations and business owners and managers need to know the opinions of their customers in order to set goals and make strategic decisions. The Ring Call Center provides the ability to direct all or part of the calls to the survey module at the end of the call, based on the system administrator's settings. This module in Iranian ring smart vape software collects the opinion of customers by playing the voice menu and stores it in the information banks along with the complete specifications for reporting.

The pulse of call centers, especially high-traffic centers, is controlled and managed through real-time monitoring of call queues and prediction of different scenarios for normal and critical conditions, marketing and sales promotion programs, etc.

Ring call center has provided many different capabilities in this area for center managers. These capabilities are one of the customer satisfaction factors of this call center in the received feedback.

Some Features

• Display the status of operators in the queue, including free, talking, hold, resting, ringing, out of reach
• Displaying an overview of the status of the queues in a separate tab with the possibility of displaying preset alerts
• Display information of each operator (name, extension, duration of conversation, rest and availability)
• Displaying the total number of incoming and outgoing answered calls and the waiting, talking and resting time for each operator
• Ability to set display mode based on internal number, user name and alphabetical order
• Determining detailed or two-line display with support for a high number of simultaneous calls and operators in a queue
• Display the number of waiting calls along with the number and waiting time in order of longest waiting time
• The graph of the average waiting time and the conversation graph based on the hour for each queue and the possibility of comparison with the time period of the previous day or week
• Displaying queue information on the current day separately and with the possibility of searching in items including operator entry and exit, entry and exit from rest mode and similar items
• Manage user access to listen to calls
• The possibility of sending text messages to queue members and speeding up the coordination process in response
• Display the online status of SIP phones and extensions active on them
• Show active calls
• Display the status of trunks
• Monitor outgoing calls

This feature provides tools such as the possibility of being kicked out of the queue, listening to conversations and conferences with the operator, and changing the mode to rest and exiting the rest mode through the monitoring panel at the disposal of the center manager.

The web operator panel, which is one of the unique features of this smart Gardoon VoIP software, enables call center users to enter and exit their respective queues, or the status of their respective queues, such as the number of people. Waiting to see the queue.

• Display customer contact information and identify them if there is information in the phone book
• Displaying the average score of customer comments regarding how to respond by day can be displayed and compared
• Allowed rest time of each operator and related reports
• Displaying member queues and their status (such as the number of waiting calls and the number of operators of each) and the possibility of entering and exiting and changing the status to rest
• The report of the latest incoming and outgoing calls, the time and duration of breaks, and the monthly and daily performance of the operator, such as the average conversation, breaks, number of responses and poll scores.

Gardoon's call center supports sending and receiving SMS on the IP platform and registering requests via SMS through integration with common SMS service delivery systems.

• Integration with the call center, send, receive and manage SMS
• Defining the types of mailboxes based on application
• Sending and receiving and managing short messages and public notification to a specific group of customers or notification to specific individuals and sending alerts to system administrators.
• Defining separate accesses for each fund
• Defining the default rules for transferring received SMS to a specific box, for example, if it starts with a specific word
• Integration of access rights with the contact center
• Specifying and saving SMS templates for bulk sending with scheduling capability
• Integration of groups of contacts and their categories with the contact center
• Mass, scheduled sending of congratulatory SMS, notification of the work process and...
• The possibility of SMS to email and vice versa
• Integration with voice mailbox service and voice menu
• Sending automatic SMS in case of scheduled events such as disconnection of telephone connections, network outages, hardware problems in the infrastructure of the center
• SMS notification and remote system monitoring
• Setting time conditions for receiving SMS and sending replies
• The possibility of setting the sending order at a specific time and applying a filter to receive SMS
• Providing a web service for sending and receiving SMS
• All kinds of reports of sent and received text messages with the possibility of advanced search

The central phone book is another feature of Ring's call center that provides advanced facilities and tools to users and can be integrated with other information sources in other software.

• Ability to define contacts
• The possibility of displaying contacts in Cisco and Yilink hardware phones
• Ability to set access rights to each phonebook (some numbers are displayed privately for a specific user)
• The possibility of requesting a call through the web panel
• The possibility of assigning several mobile and telephone numbers to one contact

Undoubtedly, Telegram is one of the most popular social networks, which provides users with many communication options, including channels. Due to the simplicity of using Telegram channels for advertising and information, this feature has been welcomed by businesses, organizations, institutions and various centers. The contents of many channels are actually the contents of internet websites, which are also reflected in the channel, and therefore the manager or managers of each channel have to manually copy the contents from the sites to the Telegram channel, usually with a waste of time and a high probability of error. . The Ring call center has provided the following facilities to connect to Telegram:

Some Features

• Registering and receiving requests from Telegram and sending customer details and reporting in the call center panel and sending the result to Telegram
• Register complaints and comments in Telegram and display them in the call center panel for processing
• Electronic payment of expenses
• Sending special or general advertisements
• Take time to post a reply
• Receive customer documents
• Announcing the lists of products and services, plans, etc. to the customer's telegram
• Send the latest customer request status