Roaming Agent

Inbound Calling

Agents will receive calls on their smartphones via call forwarding for efficient customer support, so they can overcome time zone constraints, serve a global base, and enhance satisfaction with seamless accessibility and responsiveness.

Outbound Calling

Remote agents can leverage their mobility to make outbound calls from any location, enhancing their reach and enabling businesses to maintain consistent communication with their customers.

Remote Management

Supervisors can monitor and track the entire activity of their agents. They can assign and transfer agents between projects and queues in a few clicks.

Call recording

A valuable tool for supervisors so they can keep monitoring the call center interactions and track how agents interact with customers.

Statistics

Supervisors can rely on the statistics function, which allows for evaluating key performance indicators such as missed calls, average waiting time, abandoned calls, NPS, FCR, etc.

Smart Routing

Through advanced routing algorithms, calls can be intelligently distributed among available agents based on various criteria such as agent availability, skillset, or customer preferences.

Call Whispering

Supervisors can listen to live calls, and even coach on live calls without the customer hearing “call whispering“.

Status & Breaks

Supervisors can remotely change agents work status and manage breaks, even signing agents out, ensuring smooth workforce coordination and efficiency.