Telephonic customer care

More satisfied customers

Better and faster service. Increase in availability of your helpdesk, hotline or customer support line.

Integration with IS

By integrating with your CRM or help desk system, you will have information about the caller before you receive a call. The substitutability will also improve.

100% customers attended to

You get tools to systematically work with unhandled calls. Just one click to call.

1 line even for big teams

You can have anything from simple tools to a full inbound call center. Pay only for what you actually use.

Increase the number of first call resolutions and ensure better availability and substitutability. Work systematically with missed calls and lower the number of call transfers and amount of information that your customers have to repeat. Operators will never call back a customer multiple times by mistake.

Integration with information system

Have control over telephony in customer care. [Keep track of your customer care calls.] By integrating the phone system with your CRM, help desk or ERP system, you’ll always have information about your customers before you pick up an incoming call. Customer service will be more professional and customers get a sense of uniqueness and importance.

Flexible deployment

We can provide the system either as a service or install it on premise, on a physical or virtual server.

Simple controls

The system user interface was created for regular users. You do not need to be a specialist. Everything is available via a web browser, without the need of installing software on computers of the users or system administrators.

It is possible to use a phone to create prompts and play them on a specific phone line. In the event of a service outage, customers are calling at an increased rate and may congest the line or keep occupied employees that could otherwise work on solving the outage. An example of such prompt is: “If you are calling because of the service outage in location ABC, please hang up. We are working on a solution and the problem should be fixed by 14:00.”

Call recording

You can record all or only select phone lines. Recording can be turned on even during an ongoing call. Call recording enables:

• the possibility of checking back on all information from calls
• easier information sharing between colleagues
• proof of oral agreements or information
• monitoring quality of work of phone operators
• we can also record and archive calls from mobile phones

A convenient function to increase the work speed and comfort of the user. [The right function to increase the speed and comfort of work for the user.] To call a specific contact, simply click on the phone number in the information system. The line that is assigned to the user will start ringing. When the user picks up the handset, the system starts calling the clicked number.

Call queues management

The phone system will hold more callers on the line than you can attend to at the moment, until operators are available again. At the same time, our phone system ensures efficiency by distributing callers among more employees.

Call history and statistics

You can search for a specific call at any time and listen to its record. Display call statistics respective to the entered filter. Seamlessly evaluate and optimize phone traffic. Special call center statistics will provide you with a perspective on agent efficiency (agent view) as well as efficiency of customer care (queue view).

Thanks to the API, you can integrate OptimSys products with systems of third-party companies, such as CRM systems, help desks or ERP systems. API enables to save information about calls to the information system in real-time, work with ongoing calls, access call archive, make outbound calls, control call center agents, send SMS and more.