Yeastar Call Center Solution – Standard Plan
Yeastar Call Center Solution - Standard Plan
PBX Plus More. It’s More Than A Call Center
Make way for both your internal & external business communications. Yeastar P-Series PBX System tightly integrates call center and unified communications capability to put everything you need on a single, integrated system. With it, utilize the best-in-class automatic routing, effective agent tools, and up-to-the-minute analytics & reports, together with the superior built-in phone system and UC&C functions to impress your customer, empower your agents, and elevate your business.
Automated Call Distribution
Connect customers with the right agents at the right time. Take advantage of advanced automatic routing, 6 pre-defined ACD queueing (ringing) strategies, customizable IVR options and more features that drive faster call resolution.
Agent & Supervisor Portal
Provide all the tools your agents and supervisors needed in one single interface. The dynamic, streamlined Queue Panel makes it easy for you to monitor queue traffic, check & switch agent status, and quickly conduct call operations like transfer, monitor, parking – within drag & drop or a simple click.
Instant Performance Snapshot
Discover up-to-the-minute call center metrics and key performance indicators (KPIs) from the central call center Wallboard. All data are auto-calculated in real-time, daily, weekly, or monthly interval for your in-depth call center monitoring, management & optimization.
Better Customer Service Starts Here
Enriched call center functionalities to help you deliver exceptional customer services.
Add self-service options
Combine automated IVR with self-service prompts to let customers help themselves without agent intervention and speed up the call flow.
Customize waiting experience
Proactively serving waiting customers with helpful info – the estimated wait time, queue position, and custom announcement – and providing advanced Queue Callback option.
Fine tune the call flow
Spot queue traffic trends at a glance in Queue Panel and adjust agent staffing and call dispatching in time to boost call center efficiency.
Access agent monitoring
Course-correct agent behaviors easily through whisper coaching, silent monitoring, call barge-in and call recording functionality.
Set SLA for quality assurance
Auto-monitoring your predefined Service Level Agreement (SLA) on Wallboard and receive real-time alerts when it reaches the threshold.
Conduct satisfaction survey
Help your agents grow and improve with actionable insights delivered directly from in-depth post-call surveys and customer satisfaction reports.
Stronger Data, Easier Management
Get access to 8 advanced call center reports. Easily spot issues and opportunities in your call center with comprehensive view of agent-specific operational metrics, call parameters, and panoramic queue statistics.
You can run targeted analysis of your call center data based on custom timeframe/agent/queue selection, share the real-time or historical reports with your team in graphical, downloadable formats, and schedule reports to be run periodically in the future.
P-Series PBX System Call Center Features and Plans
Premium call center features are only available with P-Series Enterprise Plan and Ultimate Plan subscription.
- Time-based Call Routing
- Interactive Voice Response (IVR)
- Call Queue
- Queue Ringing Strategies
- Self-Service Prompts
- Music on Hold
- Custom Announcements
- In-Queue & Estimated Wait Time
- Dynamic & Statistic Agent
- Agent Login/Logout
- Agent Pause/Unpause
- Call Presence (Agent Status)
- Call Monitoring
- Call Recording
- Post-Call Surveys
Deployment Mode – Appliance
- Telephony Features
- Business Features
- Administration & Security
- Unified Communications
- Instant Messaging
- Remote Access Service
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