Inbound & Outbound Voice

Featuring powerful network routing & intelligent call distribution with real-time KPIs & analysis

Inbound & Outbound Voice Channel

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.