Call Center Additional feature list
Tikal Networks’s Crystal Call Center™ system has a large number of features. The system’s base features are purpose built as a custom application. The basic Asterisk feature set is shown on the Crystal Call Center page here. Tikal Networks’s purpose built call center application approach has added many large deployment (management), reliability (software fail-over), remote site operation or management, phased deployment in large or complex deployment and more.
These features are part of every Crystal Call Center™ system. The number of features and additional application is large and grows continuously. When designing, configuring and operating your system, you do not have to trade-off system cost for performance or reliability. Features can be added at any future upgrades. Some features may need more computing, storage or network resources. These can also be added at any future upgrade. Features which until now have only been available in large high-cost systems are now available to every user at virtually no cost. In addition, small satellite operations which are connected to one main Tikal Networks Crystal Clear™ IP-PBX also enjoy the same feature rich operation. Global corporate locations are no longer relegated to less capable phone systems.
The list below provides a comprehensive Crystal Call Center™ features. Telephony terminology can be complex. Please contact Tikal Networks sales for more detailed explanations. This list is provided for design and specification purposes only.
| Incoming & Outgoing calls | Both call modes as well as blended operation. |
| ACD, Agent can Logon to multiple queues | Agent can support multiple products, type of callers or even different companies clients. |
| Supervisor can remotely login & log out Agent | Full supervisor control of each agent system long-on status in real time. |
| Real Time statistic for the last or three hours | Continuously updated statistics for each agent, queue, type of caller or any other tagged parameter. |
| Supervisor can intercept calls from the queue to his phone | Take calls away from agent(s) for QA or other management function. |
| VIP callers can bypass the queue | Caller prioritization in levels (classes). |
| Upload and set, Music on hold or Commercial messages | Simple user control of music or messages. Real time control of music by supervisors. |
| Build in call recording system | Consecutive recording or by demand. |
| Retrieve any recording | Recording is tagged with: date; hour; agent ID; Caller ID. |
| Real time displays | Many operational parameters are visible in real time: queues and active agents. |
| Full detailed reports | queues and agents activity; daily, weekly, monthly. Reports can by export to Excel or CSV format. |
| Full call record | Date and time queue name, Call source, Call termination status, Hold time until answered, Call duration, Link to call recording. |
| Find out your agents efficiency | Crystal Call Center gives supervisors real time performance figures. Built in statistical analysis give supervisors view of most common parameters. |
| Agent toolbar | Simple agent toolbar enables login/logout, displays the number of calls waiting in queue and can be customized with other display features. |
| CTI integrated in any CRM system | CTI (Computer Telephony Integration) means complete integration of the Crystal Call Center to any IT application. |
| Unlimited scalability | Call center size, performance and features is not limited by the software, hardware or network resources. Scale up by adding more servers, storage and network bandwidth. |
| Centralized control | User friendly and one point of control features. Supervisor control is intuitive and efficient. No need to train supervisors in control operations. |
| No geographic limitations | Agents and supervisors can be located anywhere globally. All connections to the Crystal Call Center server are via IP (Internet Protocol) network connections. Agents can be located remotely, at home or even at a customer site. |
| Chanspy (listen and whisper to the Agent) | Monitor, motivate and train agents in real time. Tap into agent conversations and help them perform better. |
| Multi Language | Crystal Call Center is available in many languages. Translation to new languages is also possible. |