Call Center LiraX — is a modern solution for organizing telephone customer service, which combines receiving and making calls, distributing calls between operators, recording conversations, quality control and analytics of personnel work. The system helps to process calls faster, increase operator efficiency and improve the quality of communication with customers.
Call Center LiraX provides a full cycle of telephone call processing: receiving incoming calls, making outgoing calls, automatic call distribution between operators, and quality of service control.
The system allows you to organize the work of operators, call queues, case processing scenarios, call forwarding, recording conversations and saving the history of communications with clients. The manager receives tools for monitoring the load, viewing statistics, analyzing operator efficiency and controlling missed calls.
Call Center can be used for support services, sales departments, dispatch services, service centers, information lines and mass telephone customer information.
The system automatically forms a call queue, distributes calls between operators and allows you to set priorities for important clients. VIP subscribers can be served outside the general queue, directed to a separate group of operators or a personal manager.
The status system allows you to see the current availability of each operator: free, on a call, on a break, at lunch, available only to staff, or involved in a call campaign. Call Center LiraX automatically takes these statuses into account when distributing calls, which helps to avoid erroneous routing, control the load, and effectively manage the work of operators.
An operator can service multiple phone lines or directions, and the system automatically takes into account his skills and specialization when distributing calls. Before connecting, Call Center LiraX can voice-inform the operator which line the call came from, so that he immediately understands the context of the request.
When a call is missed, the system saves the subscriber's number and automatically returns it to processing. When the operator is free, Call Center LiraX sends him a call, announces in a voice that it is CallBack, after which it automatically makes a call to the client and connects him to the operator. The operator can also call back manually - by clicking on the missed call record.
The operator and supervisor see up-to-date statistics for each line: the number of available operators, the number of free operators, the current workload and staff statuses. The system also shows the duration of the operators' stay in each status, sorted from the shortest to the longest, which helps to monitor the Call Center's work in real time.
The supervisor can connect to active conversations of operators, listen to calls in real time and monitor the quality of service. Completed conversations can be processed by artificial intelligence: the system recognizes speech, analyzes the content of calls and generates reports to evaluate the performance of operators and improve the service.
The operator can fill out ready-made forms with a choice of the type of service provided to the subscriber. Depending on the selected service, the system automatically creates tasks for responsible groups of employees, generates agreements, executes webhooks, transfers data to external systems, and sends messages.
If the call did not take place, the system prompts the operator to remind the subscriber to redial after a certain time. In case of an unsuccessful call, the LiraX Call Center employee can be offered to send him information with a request to call back. When the employee turns on the phone or becomes available, the message will appear on his phone.
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