Lack of access to call recordings is often is a problem for companies. Just like having not having contact details linked to your CRM. Unified Factory solves these issues. It allows to track multiple calls at the same time. Additionally, you get client history, call records, everything linked with your customer’s account within the system. All this gathered together in one simple tool.


Live Call During a Chat

During an online chat session with the customer, either party may initiate a voice call at any time using from their pc, without the need to interrupt the chat in order to allow them to better discuss the issue better.

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Recording Calls

A recording of each call is available in the customer contact history. Records are available both for all calls, chats and emails.

Automatic Call Forwarding

Calls are assigned among currently available agents. The system allows for calls to be responded to by the first available employee and if, that person does not answer, it automatically redirects the call to another agent. For advanced users we implement extended workflow systems connected to IVRs and call scripts.

 

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Client Profile and History

Emails, chats, facebook messenger and voice calls, the history of all conversations with your customer in one place. Just like on your modern phone, where you have your full history of communications with your free contact sends, Unified Factory maintains complete information about your customer, allowing you to communicate better with them.

Caller ID

After initial contact when the agent adds the customer to the database, all future communications will be recognized by the system and you will see their first and last name and other data. This works across for e-mail, voice calls and chat channels.

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Information about Opening Hours

Your business operates within specific hours? All you customer service agents are busy with other callers? The system allows you to play an announcement or offer the option to call the customer back later Your customer’s profile will include a record of their attempt to get in touch, so you will be able to respond when agents are available, after you return to work.

Scheduled Tasks

If your agent cannot answer a customer question themselves, the agent can create a task for others in the team who can call the customer back with the information required.

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