Inbound & Outbound Voice

Real-time monitoring & measurement. Intuitive engagement via Agent Workplace

Inbound & Outbound Voice

Real-time monitoring & measurement. Intuitive engagement via Agent Workplace

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.

Key Performance Indicators

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.

Real-Time Analysis

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 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.

Key Performance Indicators

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.

Real-Time Analysis

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.

Voice Monitoring

Carry out your own internal quality monitoring by listening to calls and scoring on a range of criteria and questions. Track internal scores, comments, KPIS and SLAs in real-time with a range of dedicated reports available on demand.

Voice Monitoring

Carry out your own internal quality monitoring by listening to calls and scoring on a range of criteria and questions. Track internal scores, comments, KPIS and SLAs in real-time with a range of dedicated reports available on demand.

Outbound Dialler

Outbound call lists can be pre-loaded into DigiDesk within seconds, and calls can be automatically distributed across a range of teams and agents, with real-time campaign tracking available for maximum transparency. Choose from a progressive or preview dialler mode

Outbound Dialler

Outbound call lists can be pre-loaded into DigiDesk within seconds, and calls can be automatically distributed across a range of teams and agents, with real-time campaign tracking available for maximum transparency. Choose from a progressive or preview dialler mode

Secure PCI Payments

Accept payments securely and receive authorisation during the call, with secure call recordings available of every call. DigiDesk also provides access to real-time payment tracking widgets and a searchable audit trail of all transactions, with a range of reports available via PDF or CSV.

Secure PCI Payments

Accept payments securely and receive authorisation during the call, with secure call recordings available of every call. DigiDesk also provides access to real-time payment tracking widgets and a searchable audit trail of all transactions, with a range of reports available via PDF or CSV.

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Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

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