Inbound & Outbound Voice...

DigiDesk’s Innovative Agent Workplace Features Powerful Network Routing & Intelligent Call Distribution With Real-Time KPIs & Live Analysis

Inbound & Outbound Voice...

DigiDesk’s Innovative Agent Workplace Features Powerful Network Routing & Intelligent Call Distribution With Real-Time KPIs & Live Analysis

Inbound & Outbound Voice

Inbound and Outbound Voice from DigiDesk provides a range of innovative features designed to streamline workflow and enhance agent productivity.

Inbound Voice

Manage inbound voice enquiries via network level IVR, call queuing, and skill-based routing. Calls are tracked in real-time, with PCI compliant call recording and full use of agent workplace to manage, tag, and resolve calls.

Outbound Voice

Agents can make direct calls, dialler calls, and arrange call backs. Clients can also create bulk outbound campaigns with the preview / progressive dialler module and have access to a range of live widgets and performance reports.

Agent Workplace

Agents can review details about the caller, including the customer record, multichannel conversation history and any notes attributed to the customer. Interactions can be tagged and marked as open or closed.

Real-Time KPIs

Monitor a range of Key Performance Indicators (KPIs) for inbound and outbound calls, including total number of calls, calls answered, calls missed, average call duration and SLAs… all broken down by individual agent.

Live Analysis & Insight

Choose from a range of pre-defined templates and assign real-time widgets to track the volume of inbound and outbound calls, showing calls connected, pre-assigned calls, answered, missed and abandoned calls.

Call Recordings

Gain immediate access to secure inbound and outbound call recordings. Search by service number, agent, date or CLI, with the ability to review recordings from within DigiDesk, or download locally in mp3 format.

Inbound and Outbound Voice

Inbound and Outbound Voice from DigiDesk provides a range of innovative features designed to streamline workflow and enhance agent productivity.

Inbound Voice

Manage inbound voice enquiries through network level IVR, call queuing, and skill-based routing. All calls are tracked in real-time, with PCI compliant call recording, and full use of agent workplace to manage, tag, and resolve calls.

Outbound Voice

Agents can make direct calls, dialler calls, and arrange call backs. Clients can also create bulk outbound campaigns with the preview / progressive dialler module and have access to a range of live widgets and performance reports.

Agent Workplace

Agents can review details about the caller, including the customer record, multichannel conversation history and any notes attributed to the customer. Interactions can be tagged and marked as open or closed.

Real-Time KPIs

Monitor a range of Key Performance Indicators (KPIs) for inbound and outbound calls, including total number of calls, calls answered, calls missed, average call duration and SLAs… all broken down by individual agent.

Live Analysis & Insight

Choose from a range of pre-defined templates and assign real-time widgets to track the volume of inbound and outbound calls, showing calls connected, pre-assigned calls, answered, missed and abandoned calls.

Call Recordings

Gain immediate access to secure inbound and outbound call recordings. Search by service number, agent, date or CLI, with the ability to review recordings from within DigiDesk, or download locally in mp3 format.

Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Introducing Secure PCI Payments

DigiDesk’s cloud contact centre enables agents to take payments securely, through Agent Workplace. Calls can be passed into a secure payment gateway where customers are able to enter card details via IVR, with supressed DTMF tones. Each stage of the process is tracked by the agent and through a series of real-time payment widgets. All call recording are secure (with suppressed DTMF tones) and there is a full transaction history available in audit trail and reports.

Introducing Secure PCI Payments

DigiDesk’s cloud contact centre enables agents to take payments securely, through Agent Workplace. Calls can be passed into a secure payment gateway where customers are able to enter card details via IVR, with supressed DTMF tones. Each stage of the process is tracked by the agent and through a series of real-time payment widgets. All call recording are secure (with suppressed DTMF tones) and there is a full transaction history available in audit trail and reports.

DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans site

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth site

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000  |  info@digi-desk.co.uk

DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000
info@digi-desk.co.uk

DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000
info@digi-desk.co.uk