Call Center Features

Just a single unpleasant call experience can cause a customer to take their business elsewhere – and worse yet – post details about that experience online. Fastrak Technology Pro and Enterprise subscriptions make a direct and lasting impact on customer satisfaction by helping businesses to cut hold times, increasing call effectiveness, and improving your employees’ ability to resolve issues quickly.

Plus, the Call Analytics and Reporting included with Fastrak gives your business the insights to make better staffing and coaching decisions for your employees – using real-time data to track employee and customer engagement activities.

Automated Attendant

Immediately answers and routes incoming customer calls to the right group, or to a specific agent.

  • Answers and routes calls 24 hours per day, 7 days a week.
  • Customized calendars for specialized routing according to business hours, holidays, special events, and more.

INCLUDED CALL CENTER FEATURES (PRO AND ENTERPRISE ONLY)

720p HD Video Conferencing for up to 4 participants with 4 video feeds. If your meeting has more attendees than that, they can easily take turns on video as needed. Layouts adjust automatically for optimal size and viewing experience. It’s almost like being in the same room. The optional upgrade to Any Meeting Pro enables meetings for up to 30 participants with 6 video feeds.

SUPERVISOR IN-CALL ASSISTANCE

Allows supervisors to monitor, assist or join ongoing calls in order to assist in coaching, and to enhance employee effectiveness as well as the customer experience.

  • Monitorto listen to a live call
  • Whisperto assist an agent without the customer hearing
  • Bargeto join a live call as a participant.

Tracking & Analytics

Get a clear insight into the calling effectiveness and efficiency of individual employees, as well as the entire organization.

  • Agent/Group Activity Reporting
  • Historical Reporting and Report Scheduling
  • Current Agent and Queue Status
  • Real-time Call Statistics Dashboard suitable for both desktop or wallboard.