Call/Contact Center
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Technology for Call & Contact Centers.
Overview
Call and Contact Center Solution
Maximize the value of the relationship with each of your customers over the long term.
TOGA Customer Services has...
More than 15 years implementing tailor-made suits for Call and Contact Centers in Mexico.
* General offer of TOGA Call and Contact Center features
The following graphs show where our Call and Contact Center Solution
fits into your company:
Back Office
Your back-end IT systems such as an ERP or systems to manage your company's resources.
CRM
Your systems for managing relationships with prospects, customers, projects and more...
Contact Center
Voice, video and/or data communication systems: IP PBX, IVR, Email, Chat, Videoconferencing and much more... with TOGA Customer Services.
Contact Center Comparison
On Premise vs Cloud
This is a comparison of the benefits of two models in which you can implement your Call/Contact Center.
Contact Center On Premise
Benefits and advantages of an on-site infrastructure
On Premise Benefits
- The hardware and software infrastructure is located in your own data center.
- The security and integrity of your information is under your control.
- You have total control and flexibility over the infrastructure.
- You can combine business application functions and services.
- If necessary, you have the ability to move your service with ease.
Advantages On Premise
High availability
Manages and ensures optimal and active operation at all times.
Dedicated resources
The platform is available to give you exclusive service and specialists can attend to your requirements in a dedicated manner.
Large-scale projects
A platform prepared to incorporate infrastructure, operation and functionalities growth.
Immediate on-site management
The platform can be managed by your own specialists, which guarantees that you can serve your customers or users as you define.
Contact Center Cloud
Benefits and advantages of a cloud deployment
Cloud Benefits
- Your entire call center through an Internet connection.
- Great option for any company that needs the power of a Call/Contact Center.
- We take care of the data center, which represents a low capital investment.
- Scale your technology resources to keep pace with the growth of your business.
- Try before you buy (DEMO).
Advantages Cloud
Low cost
Use all the functionalities of a Call / Contact Center without investing in infrastructure.
Simple implementation
Extremely agile solution to implement and integrate into your business operation.
Does not consume space
Infrastructure available through the cloud, you only need end-points, ip phones, headsets, etc.
No dedicated personnel
The administration and maintenance of the infrastructure is under the special care of our experts.
Interested in an on premise solution??
Access a free consultation with one of our account executives.
Interested in an Cloud Solution?
Access a free consultation with one of our account executives.
Multiple needs, one solution for Contact Centers
TOGA Business Cloud
Contact Center
Integrate your workforce into a single interface
One place, multiple interactions, multiple skills.
Predictive Marker
Inbound
Inbound
Outbound Calls
Chat
SMS
It is possible to handle more than one interaction through different media, multiple simultaneous communications between an agent and a customer.
These interactions take into account skills, contact history and priority, regardless of the contact channel. Interactions can be personally distributed or prioritized.
Interactions are organized with scenarios:
For voice calls, scenarios combine IVR and routing in a continuous call flow. From identification, segmentation and service selection to call distribution and polling.
For large call volumes, customers can hang up and receive a call when a representative is available, thanks to our virtual call queue.
IVR and other media are controlled by scenarios that consist of easy-to-use blocks, combine flows using an interface “drag and drop” (arrastrar y soltar).
Increases agent productivity during outbound dialing. Supports predictive, preview and automatic dialing modes.
List management capabilities include filtering, consent expiration, automatic import and export and more.
The campaign operator panel allows you to monitor and control the execution of the campaign in real time.
- Right match contact scenarios
- Geographically closest ANI selection
- Customizable forms
- Do not call (number, area code, account, zip code and more)
- Secure calling hours, including state-based curfews
Agents manage inbound email alongside calls, chats and mobile devices, with skill-based distribution and media prioritization rules.
The email could be inserted to a ready agent if there are no higher priority interactions, or it could be sent to a shared attention queue for further selection and "pulling" by agents.
Easy implementation by placing an HTML snippet on your website and you can customize the user interface.
Agents can handle multiple chats simultaneously.
It includes an answer library.
The chat history is saved and can be sent to the customer by email.
A survey can be offered at the end of the session.
Smartphone capabilities are leveraged to deliver an enriched contact experience:
A multimedia communication channel for the customer, combined with pre-call data collection and transmission from the application or website.
The channel supports any combination of the following media:
- Text chat
- Messages with images
- Voice and video
- SMS
The monitoring tools integrate a real-time statistics dashboard for monitored equipment and services.
- Notifications to the supervisor about anomalies with customizable alerts.
- On-the-fly monitoring and scoring of calls and other interactions.
- The supervisor can see the agents' screens.
Historical reports are immediately available.
They can be executed, as well as scheduled and delivered by email or FTP.
They can be customized with free tools and historical data can be accessed with third-party reporting packages.
All administration is done through an easy-to-use web interface.
It records all interactions and allows you to search, review and sort recordings.
Opción de grabación de pantalla en las interacciones.
Quality management reports include survey data and are provided by agents, services and work teams.
Encryption of all recordings and transcripts is controlled by a permanent service option.
- Password Policy: Complexity and Expiration
- Role-based access control
- Audit trail
- Cifrado de grabaciones y transcripciones
- Data encryption list
- Communication encryption
They have everything they need to help with compliance:
- HIPAA
- PCI
- TCPA
- Gestión de listas
- Export of results
- PCI Recording Control API
- API for Click to Call
- Web browser-based display
- Access to web services from scenarios
- DB access from scenarios
Your Business = Smart Business
Redefine your customers' experience, take advantage of the features that TOGA Business Cloud integrates.
This platform was designed to be flexible, scalable, secure and easy to implement.
Reporting
Cloud PBX
CRM Integration
IVR
Voice Recording
Screen Recording
Global Characteristics
TOGA Call y Contact Center
FULL CALL CONTROL FROM BROWSER
Regardless of the agent call delivery option used—be it a built-in softphone, SIP phone, WebRTC, DID, or dial-out with the line open—calls are fully controlled from the Agent Desktop web application
CALL TRANSCRIPTION
Call transcripts in a customer’s activity history help agents understand the meaning of phone calls quickly, in their context. In addition, transcripts assist managers in easily searching interactions across voice, messaging, and email conversations, as well as leverage cognitive technologies
DROPPED CALLS CONVERSATION CONTINUITY
When a customer redials within minutes of dropping a call, the call is delivered to the same agent that helped the customer, bypassing IVR and queues and resuming the interrupted conversation
IN-CALL AND STANDALONE SMS MESSAGING
At any time during a call, a customer or an agent may send SMS messages to each other
VIRTUAL QUEUE WITH CALLBACK
During peak call volumes, callers have the option to hang up and receive a callback when an agent becomes available, in the same order that the original call was received
PRE-RECORDED MESSAGE PLAYBACK
Agents can pre-record frequently used messages in their own voice and play them during calls to improve efficiency and consistency
AUTOMATIC CALL DISTRIBUTOR
Calls and other interactions are automatically distributed to the right agents based on a combination of interaction and agent properties
SKILLS-BASED ROUTING
Skills-based routing lets administrators precisely and fairly distribute interactions to agents, targeting the available agents who are best fit to handle the interaction at hand
OMNICHANNEL CAPACITY AND OVERRIDES
A unique agent capacity model used in our BPCC routing engine allows agents to handle multiple interactions of various types with overrides (e.g., calls can override emails)
PRIORITY ROUTING
Contacts who have been identified as high-priority can enjoy shorter wait times—or even no waiting at all—when using our priority-routing feature
SAME REGION (FOLLOW-THE-SUN) ROUTING
Same-region routing helps to keep calls closer to agent teams, with global overflow when no one closer is available or when wait times are too long
PERSONAL ROUTING
Interactions with an identified contact (i.e., a contact identified using data from a CRM) can be routed to the same agent and/or an agent from the same team who previously helped that contact
INTERACTIVE VOICE RESPONSE (IVR)
IVR scenarios are easily defined using our drag-and-drop visual editor
MULTIPLE BUILT-IN INTEGRATIONS FOR DATA ACCESS
A number of data access integrations are available as user-friendly scenario blocks, with point-and-click configuration
RESTFUL API AND DIRECT DB ACCESS
Web service access via scenario blocks and blocks for direct DB access offer flexibility beyond integrations offered out-of-the box
SMS AND EMAIL CAPABILITIES
Scenarios can send emails and SMS messages for notifications, transcripts, and survey requests, as well as provide confirmation numbers and other written information
WORKFLOW AUTOMATION
After all interactions are finished, many triggers, including call dispositions, can start a workflow scenario that automates processes using scenario-based communication and integration/data access blocks
OMNICHANNEL SCENARIOS
Voice calls, chats, and workflows are driven by the same scenario mechanism, with shared communication and integration/data access blocks
AUTOMATED CONVERSATIONS USING BOTS
A number of bot integrations are available, from simple to complex. Bots can connect agents at any time to keep customer satisfaction high
AUTOMATION WITH A HUMAN TOUCH
Bots can connect an agent and an agent can add a bot to a chat conversation to handle simple tasks and frequent requests at any time
INTELLIGENT ASSISTANCE FOR AGENTS
AI systems can be used to track conversations and provide possible replies to agents
SENTIMENT ANALYSIS, TRACKING AND ROUTING
Sentiment analysis across channels allows agents and supervisors to focus quickly on problematic conversations
QUALITY MANAGEMENT AUTOMATION
Our automated QM features help quality management coaches to select conversations requiring attention
INSIGHT ON CHANGES IN CUSTOMER BEHAVIOR
See what customers are talking about, and track changes of subjects over time
PUSH AND PULL DISTRIBUTION MODES
Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull
SERVICE LEVEL MANAGEMENT
The time remaining before a service level commitment is breached is used to prioritize messages in the queue
KEYWORD AND SENTIMENT ROUTING
Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages
AUTOMATIC CASE CREATION AND TRACKING
Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel
FOLLOW-UP QUEUE
Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments
BUILT-IN KNOWLEDGE BASE
A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export
POINT AND CLICK WIDGET CONFIGURATION
All aspects of chat widgets, chat forms, and proactive chat can be edited and customized in our intuitive editor UIs without having to code or re-upload HTML chat snippets
PROACTIVE CHAT
Using point-and-click configuration, different offers can be popped based on a web page, various other conditions, or in combination
RESPONSE TIMER
A handy visual timer shows agents which customer they are chatting with and how long they have been waiting for their reply
WEB NOTIFICATIONS
Web notifications remind customers about their chat sessions, which helps to reduce customer-abandoned chats
COBROWSING
Customers can share their screens with agents during a chat on a company’s website, allowing agents to follow the customer’s screen movements and clicks
VOICE AND VIDEO ESCALATION
When enabled, customers and agents can upgrade their chat conversation to a phone call or audio-video call over the Internet at any time
If you already have a purchased Contact Center solution or not at TOGA Customer Services, the following information may be of interest to you to find out...
How to optimize your Call/Contact Center?
Answer: So we can help you...
Measure and Optimize
Improve ROI
Productivity
More Functionalities
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