Improve Your Outbound/Inbound Contact Center's Productivity
With Contact Center and StarView, you can easily enhance the productivity and performance of your call center by getting a greater real-time view of queue activity and agent performance.
Contact Center is a complete, full-featured inbound contact center exclusively for Star2Star’s cloud-based unified communications system. Contact Center delivers advanced call routing, management, and reporting features.
Contact Center scales from a few users to hundreds of users, and it operates seamlessly across multiple locations. The simple, web-based user interface makes it easy to add and administer queues and agents.
- Agent login/logout
- Multiple ring strategies, including skills-based
- Flexible queuing configurations
- Agent barge, monitor, and whisper functionality
- Real-time displays
- In-depth reporting
- Optional cloud-based recording of agents’ calls for quality assurance or archival purposes
- Can be added to any existing Star2Star communications system with no additional hardware or software required.
- SMART real-time exception monitoring with SMS and email notification
StarView for Contact Center
With StarView, contact center managers have access to:
- Key performance indicator dashboard for an at-a-glance view of the most important contact center metrics
- Real-time queue performance to easily adjust to changes in call volume, caller wait times, and agent availability
- Real-time agent performance, including agent readiness, answer rate, and talk time
- Summary reports that simplify collected data, make it easy to spot monthly, weekly, and daily trends, and drill-down to the underlying queue, agent, and call detail
Turn data from your advanced contact center into information that helps drive your business forward with StarView. StarView leverages your flexible and cost-effective Contact Center data by transforming it into valuable and actionable business knowledge. Agents can also choose to view their own performance against their peers or against administrative activity thresholds to enhance motivation and productivity.