MyCallCenter

MyCallCenter is an Automatic Call Distribution system specifically designed to turn Swyxware into a fully featured Call Centre solution. Calls can be distributed to agents based on multiple skills, skill levels and languages. There are no limits to the call distribution logic that can be configured or the number of queues that can be set up.

Manager and Supervisor profiles are very granular when defining the rights to view and report on Agents activities. Each Supervisor is able to monitor their team’s activity and instantly see how many Agents are currently on active calls, are idle or on a break. The system is extremely customizable, which ensures it fits into any industry and reflects the language and terms that the Agents are familiar with.

To improve customer service levels, the “known Agent” feature will, when possible reconnect a caller to the last Agent they spoke to. In addition, by taking advantage of the open extensibility of Swyxware, incoming calls can be pre-processed by matching customer ratings from your data base; calls can then be tagged as one of many VIP levels and given appropriate priority in the MyCallCenter queues.

The Agent application is clearly laid out and intuitive. It allows the Agents to monitor their own performance and instantly see which of their team members are available should they require help. There is an instant messenger style "chat" feature built in to enable Agents and Supervisors to communicate, even when they are on a call.

Real-time reporting of calls and Agent availability is another core strength of MyCallCenter, giving you the ability to set alerts based on caller time waiting, staff availability levels and other criteria.

To match the high availability that the Swyxware Standby Server option provides, MyCallCenter also has the capability of being configured with a warm standby server. This ensures that your call centre keeps operating even if the server hardware lets you down. 

IPIT is the sole UK distributor for MyCallCenter.
For a list of accredited UK resellers please contact us.