Call Center Issabel

• Key Features of an Issabel Call Center:
   

  • Inbound and Outbound Call Management: Handles both incoming customer calls (inbound) and outgoing calls made by agents (outbound).

  • Interactive Voice Response (IVR): Automated menu systems that allow callers to self-serve and be routed to the appropriate department or agent. (e.g., "Press 1 for Sales, 2 for Support").

  • Automatic Call Distribution (ACD): Distributes incoming calls to available agents based on predefined rules (e.g., round-robin, least calls, skill-based routing).

  • Call Queuing: Holds calls in a queue when all agents are busy, playing hold music or messages.

  • Call Recording: Records calls for quality monitoring, training, and dispute resolution (often with options to pause recording for sensitive information).

  • Agent Interface (Agent Console): A web-based interface for agents to manage calls, view queue status, and access call information.

  • Real-time Monitoring & Reporting: Provides supervisors with real-time dashboards and reports on call activity, agent performance, queue statistics, and other key metrics.

  • Predictive Dialer (for Outbound): Automates outbound dialing, predicting when agents will be available to minimize idle time.

  • Click-to-Call Functionality: Enables website visitors to click a button to initiate a call directly to the call center.

  • Integration with CRM (Customer Relationship Management) Systems: Allows agents to access customer information during calls for personalized service.

​

• Benefits of Using Issabel for a Call Center:

  • Cost-Effective: As open-source software, Issabel reduces licensing costs.

  • Highly Customizable: The open-source nature allows for extensive customization to meet specific business needs.

  • Scalable: Can handle small to large call volumes.

  • Flexible: Can be deployed on-premises or in the cloud.

  • Feature-Rich: Offers a wide range of features comparable to commercial call center solutions.

  • Community Support: A large community of users and developers provides support and resources.

​

When is an Issabel Call Center a good choice?

• Small to medium-sized businesses looking for a cost-effective and flexible solution.

• Organizations that require customization and integration with other systems.

• Businesses that prefer open-source solutions and community support.

 

In summary, an Issabel-based call center is a powerful, customizable, and cost-effective solution that provides a wide range of features for managing both inbound and outbound calls efficiently. It leverages the open-source Issabel platform to offer a flexible and scalable solution for businesses of various sizes.

​

We welcome the opportunity to partner with you to achieve your Call Center goals.

Please contact us to schedule a consultation and learn more about how our services can benefit your organization.

​