Convoque is a complete inbound/outbound call centre solution that consist of Agent Interface, Admin/Manager Interface and a highly customizable process logic capable of handling various PSTN, PRI, ISDN, VOIP trunking and connecting agents via Soft SIP Phone, IP Phone (Hard Sip Phone), PBX, IP-PBX, IAX, VOIP or even on traditional PSTN and Mobile Networks using our state of the art computer less call centre technology.

Agent interface is an interactive set of web pages that work through a web browser to give live/real-time information and functionality with nothing more than an internet browser on the client computer.

Management interface is also web-based and offers the ability to view many real-time and summary reports as well as manage campaigns, agent options and settings for the call centre solution.

Convoque can function as an ACD for inbound calls or for Closer calls coming from Convoque outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone thus providing for enormous agent connectivity boost in comparison to the traditional call centre solutions.

MAJOR CONVOQUE FEATURES:

• Inbound, Outbound and Blended call handling
• Outbound agent-controlled, broadcast and predictive dialing
• Web-based agent and administrative interfaces
• Ability to have agents operate remotely
• Integrated call recording
• Three-Way calling within the agent application
• Scheduled Callbacks: Agent-Only and Anyone
• Ability to use standard Telco lines and VOIP trunks

Full Features List:

• Display a script for the agent to read with fields like name, address, etc. filled-in
• Broadcast dial to customers with a pre-recorded message
• Send a call to a voicemail box, queue or extension per campaign if no agent is available
• Set outbound CallerID per campaign or per list
• Take inbound calls gathering CallerID
• Function as an ACD for inbound and fronter/closer verification calls
• Have an agent take both inbound and outbound calls in one session(blended)
• Automatically record all calls
• Schedule a callback with a customer as either any-agent or agent-specific
• Agents to be logged in remotely anywhere with just a phone and a web browser
• Faster hangup and dispositioning of calls with one key press (HotKeys)
• Add custom call dispositions per campaign
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• All calls are logged and statuses of calls are logged as well as agent time breakdowns
• 3rd party blind call transfer
• 3rd party conferencing with agent drop-off
• Custom Music-On-Hold and agent alert sound for inbound calls
• Single agent call queueing
• Set user levels and permissions for certain features and campaigns
• Managers can listen-in on agent conversations
• Managers can enter into conversations with agents and customers
• Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
• Lead import web-based API
• Web-based data export utilities
• Web-based administration
• DID, phone and carrier trunk provisioning through the web interface