Surprise with your customer service.
The silence of a missed call is the sound of customers leaving.
We break that silence.
More than 1000 companies use MightyCall Enterprise
We break that silence.
More than 1000 companies use MightyCall Enterprise
Quality control for agents
- Control over the distribution of incoming and outgoing calls and customer complaints (Unified Contact Distribution)
- Accounting ops and terminal equipment in real time (Real-time Agent Monitoring)
- Uniform Call Distribution (Routing to Longest Idle Agent)
- Distribution based on the skill of the operator (Skill-based)
- Distribution based on the history of previous connections (Personal Agent)
- External distribution algorithms (CRM Defined Agent)
- Independent queues to handle different types of calls (Multiple ACD Queues)
- Priorities for incoming and outgoing calls, to determine how to process (Call Prioritization)
- Handling incoming and outgoing calls for uniform operator (Call Blending)
- Load balancing on outgoing calls, depending on the number of incoming (Call Balancing)
- Restricts the number of calls connected and waiting time for each queue
Advanced Call Routing
- Setting up of routing rules:
- depending on the time, day, date;
- based on the analysis of the phone number;
- depending on the line or phone number on which to make a call;
- depending on the status of queues;
- depending on the number of working operators;
- depending on the responses to IVR, selected by the subscriber;
- based on data obtained from an external database or CRM-system.
- Using standard scripting languages for creating arbitrary routing rules
- Tight integration with the distribution subsystem MightyCall ACD, taking into account the following parameters:
- the number of registered operators;
- the number of free agents;
- queue length;
- current maximum and average waiting time;
- level of service;
- other real-time statistical parameters
- Keeping the «black» and «white» lists of numbers of subscribers
- Setting personalized call handling important clients
AgentScript
- When a call comes in, the operator's screen pops up a window with the prepared script
- Form call can vary dynamically depending on the type of call, the queue, and the other parameters
- Call box contains information for the reading customer comments, input fields, buttons and other form details
- Depending on the answers entered, as well as options selected by the operator, various dialogue options are presented.
- The operator can return to one of the previous forms.
- Ring tone, in addition to the script call, may contain additional information about the call (for example, name and phone number of the client).
- Ring tone format may contain the necessary comments (additional text, marked not for reading, and for the information of the operator).
- Script can be created without any additional programming.
- Created once, a script be run for multiple campaigns, each of which offers separate reporting.
- Reports are available to the customer through a Web interface or may be presented in the form of Microsoft Excel spreadsheets and Open Office Calc.
SIP based voice communication platform
- A full range of functions when answering and handling a call:
- translation,
- retention,
- handling multiple calls simultaneously,
- conference,
- interception,
- listening,
- personal and centralized call recording
- flexible interaction with PBX: several connectivity options are supported with PBX
- operators can use headset as well as regular phones
- telephone interface with built-in voice prompts
Flexible IVR System
- A handy tool for visually building an IVR system
- Wide range of standard units to construct an IVR
- Option of constructing multi-level menus both visually and using a script
- Tight integration with MightyCallACD, allowing:
- playing of music, messages, and voice menus before, during, and after waiting in the queue;
- voice menus that offer automatic services while waiting;
- discovery of the call location in the queue;
- playing of the expected waiting time based on real-time statistics
- Single graphical interface for routing configuration and call distribution
- Availability module, losing dates, room number, etc.
- Integration with external databases and CRM systems
- Option to increase the basic functions through the use of IVR scripts in VBScript or Jscript
- Support for VoiceXML
- Support TTS (Text To Speech)
- Support for voice recognition (Automatic Speech Recognition)
- Ability to build IVR in multiple languages
Outgoing calls
- Automatic call distribution from a single list of available operators
- Support for multiple outbound campaigns simultaneously
- Automatic detection of fax and answering machines
- Automatic activation and deactivation of the campaign in certain days of the week and time
- Progressive outgoing calls (Progressive)
- Predictive dialing mode with a preview call (Preview)
- Predictive dialing mode prediction (Predictive)
- Multi-dial Mode
- Limitations on the number of failed
attempts:- by the number of failed attempts with the code «busy»;
- by the number of failed attempts with the code «no answer»
- Specify up to 10 alternative rooms
- Set the activation time for each individual call list
- Process outgoing calls for both operators and IVR
- Control campaign management and outbound dialing in real time
- Add applications for outgoing calls from an external system
- Add results of outbound dialing to an external database or CRM system in real time
- Automatic calling back
- Set the date, time interval and restrictions on attempts to dial
- Enable calling back from different sources
Monitor all call center operations
Control the level of service throughout the call center and separately for each queue in real time
- Monitor key performance indicators in real time:
- whole call-center;
- for each queue;
- for each operator
- Oversee the work of operators, by:
- status monitoring;
- tracking key performance indicators;
- tracking of current conversations
- Graphic trends analyzer parameters
- Warning system with information about emergencies
- Dynamically reallocate operators between queues
- Change the status of operators
- Listen to the current call operator (Call Spy)
- Hook function for call operator (Call Interception)
- Create a conference with the operator and the subscriber during a call (Call Intervention)
Agent Workplace
- Desktop and Web editions
- May be integrated with CRM and other 3rd party solutions for screen-pops
- Embedded soft-phone
- Personal greetings – will automatically be played for every user calling through the call queue the
greeting was recorded for. The greeting is played both for the user and for the agent. - Call back planining
- Conversation Wrap-Up Codes
- Visual call control
Centralized conversation recording
- Automatic, on-demand, event-triggered call recording
- Search conversations specific to operator or subscriber
- Supports a large number of compression algorithms
- Archiving of records
- Setting permissions to store records
- Setting limits to the scope of records
Reporting
- More then 400 built-in reports
- Provides log of incoming and outgoing calls
- Retains historical records on incoming, outgoing calls and working time of operators
- Provides option to integrate statistical data with external applications
CRM integration
- Ready to install integration with popular CRM и WFM solutions:
- Microsoft Dynamics CRM
- Salesforce.com
- Vtiger
- Teleopti
- and others
- Support for Webservices and COM API
- Integration with external systems via well-documented MightyCall SDK
- Integration in all functional modules is possible (agent desktop, IVR, outbound module, anaysis and reporting, call recording module)
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MightyCall has a 19-year-long track record in the customer experience and contact center business that is rich in both depth and breadth. Few of our competitors can say the same.
Our initial foray into customer experience solutions began in 1999 under our Infra TeleSystems brand, at a time when the concept of aligning call centers and experience was still a novel one.
As we continued to develop the feature sets and technological capabilities of our product, including our own call center hardware, we rebranded the company to Infratel.
In 2003, we signed up our first customer outside the CIS, and by 2009, we count more than 600 customers around the world, including companies such as DHL, SONY, LG, and PizzaHut.
In 2012, we introduced a new contact center platform, which now is a foundation for two products: MightyCall, a cloud contact center for SOHO and small businesses, and MightyCall Enterprise, a professional call center solution for medium and large enterprises.
Today, more than 65,000 companies throughout the world trust depend on our software to delight and retain their customers, including more than 1,000 companies using MightyCall Enterprise.
Our initial foray into customer experience solutions began in 1999 under our Infra TeleSystems brand, at a time when the concept of aligning call centers and experience was still a novel one.
As we continued to develop the feature sets and technological capabilities of our product, including our own call center hardware, we rebranded the company to Infratel.
In 2003, we signed up our first customer outside the CIS, and by 2009, we count more than 600 customers around the world, including companies such as DHL, SONY, LG, and PizzaHut.
In 2012, we introduced a new contact center platform, which now is a foundation for two products: MightyCall, a cloud contact center for SOHO and small businesses, and MightyCall Enterprise, a professional call center solution for medium and large enterprises.
Today, more than 65,000 companies throughout the world trust depend on our software to delight and retain their customers, including more than 1,000 companies using MightyCall Enterprise.
Contact us:
sales@mightycall.asia