Telios Contact Centre has extensive capabilities for reporting opening hours, calamities, caller identification, IVR menus and offers extensive ACD functionality with skill-based routing and priority queuing. Telios CCS enables users to assign multiple skills with adjustable priority to each agent in the contact centre. When routing incoming calls, an available employee is searched based on the required skillset. If no agents are available, the caller is put on hold.
Telios Contact Centre Solution
Contact centre Agents can easily sign in and out via the CCS agent desktop. When unsubscribing, a reason can be given such as lunch break or coaching. Agents can easily record, handle or transfer calls to another colleague or department via the desktop themselves. To enable an agent to give the right answer to a customer, integration with underlying customer and knowledge systems is required. Once the call is transferred to an agent, all the important details of the call and the customer appear on the CCS agent desktop. When classifying the conversation topic on the basis of voice recognition, the customer’s question is displayed, and by linking a knowledge database, suggestions for answers can also be made. The conversation topic can be saved automatically, but the agent can also provide feedback and log the conversation topic himself. The system can learn from this.
Telios CCS Real-time Dashboard
Telios CCSReal-time Dashboard
It is essential for the contact centre manager, supervisors and team leaders to have real-time information about the service. The real-time dashboard shows the number of logged in, free and occupied agents, the number of waiting parties and the service levels per queue. By linking to a KTO module, real-time insight can be given into customer satisfaction and the Net Promoter Score (NPS). The TOP 5 topics from the last hour or the day can also be displayed in the CCS dashboard.
Telios CCS Dashboard presents all information via a web interface, so that it can easily be displayed in different places on a monitor or even on a tablet.
Telios CCS Reporter
Telios CCS Reporter
CCS reporter offers extensive historical reporting. You can choose from a variety of ready-to-use reports, but also create your own custom reports.
AHT report with adjustable period (last hour, day, week, month)
SLA report with breakdown over queues
Agent performance report per adjustable period
Dashboard with different reports and word cloud
In addition to the standard reports, speech recognition provides insight into the handling of customer contact per topic. By combining and analysing the NPS score, the CDR data such as date, time, waiting time, talk time and the intent of a conversation, call and process optimization is within reach. Is it a repeat caller? Is the call routing correct? Is there a lot of call forwarding? Which topics have a high AHT and low NPS? In just a few clicks you’ll know.
Telios CCS Recording
Telios CCS Recording
All calls are recorded and can be easily selected in the reporting environment based on the subject, the caller's telephone number, the customer contact person, AHT or other call data. Recorded calls can optionally be processed using language and speech technology. We do not only focus on the content of a call, but also on silences, cross talk and unexpected peaks in volume. These are emotion markers. Conversations can be analysed based on the content and emotion of the conversation. By recording the date, time, waiting time, talk time and content of a conversation and analysing this in depth, call and process optimization is within reach.
Telios CCS Supervisor Desktop
Telios CCSSupervisor Desktop
The supervisor has a real-time overview of all live customer contacts and can easily select, monitor and support agents remotely. In addition to the basic call data, the course of the 'emotion' in the call can also be displayed as an option.
This way, a supervisor can immediately see when a conversation threatens to escalate and, if necessary, intervene. It also can be used for training and support.
Telios CCS Outboundtool
Telios CCS Outboundtool
With the CCS outbound tool, agents can be deployed for conversations initiated by the contact centre solution itself. (predictive or progressive)
The CCS outbound tool automatically dials phone numbers and connects them to available agents. This allows an agent to receive incoming and outgoing calls. (blended)
Customer data is displayed via CTI when the call is offered to the agent. The outbound tool can also be linked to a "Call me now" button on the website and be used for callers who have to wait during busy hour or have left a call-back request.
Telios CCS Context Routing
Telios CCSContext Routing
Context routing ensures that the change of contact channel is smart and customer-friendly. The customer can contact a live employee at any time in the online domain by using a call-to-action button. The information that the customer has viewed and entered online is transferred immediately at the switch. Based on this information, the call is automatically sent to the right agent, who immediately sees all relevant information on the screen. The customer immediately continues at the point where he stopped online, and the agent can immediately help where necessary. Obviously, this leads to an increase in customer satisfaction.
Telios CCO Features
What is the importance of soft skills in a contact centre where technology and data are increasingly coming to the foreground? And how can different soft skills of agents best be used in conversations? Besides empowering skills, there are opportunities in linking customers to the best matching agent. This intelligence comes together in our new Telios IQ solution.
There are strong parallels with a dating site: based on which characteristics can we achieve the best possible match and when do we choose for it? This intelligent routing is more than just a matter of employee and customer characteristics. You can also predict how long it will take before the best matching agent is available. Based on all kinds of factors, the system can decide whether it is worthwhile to let the customer wait for a moment with the result of being transferred to the most suitable employee. In other words: make the best choice for the customer and agent at any time.