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Accreditations

Scalability
Fully scalable according to size and complexity ‍‍‍

Our wallboards provide simple, targeted information for all of your Agents in seconds. They help keep Agents up to date with situations as they develop, while allowing them to remain focussed on the job in hand.

Contact Centre Wallboard

CallSwitch Communicator’s Supervisor Edition is a real-time hub for monitoring and managing calls and agents. It displays real time call and agent status and allows the supervisor to ‘enable’ and monitor agents.
The supervisor can receive alerts from agents seeking assistance and then monitor or intervene on the call. A rolling graph shows accumulated call and agent pe‍‍‍rformance for the day. It includes functionality to monitor and manage calls and performance, plus allows supervisors to receive escalated calls. The Supervisor Edition also provides a detailed personal wallboard on the user’s desktop. The data presented can be selected and the screen will scroll to show multiple queues. Also, multiple supervisor roles can be allocated and a supervisor can toggle their access to Agent edition.

Real Time Monitoring means managers can oversee and track Agent calls as they are carried out, so they can act on real time information during every call. Analytics are used to track Agent attainment, oversee calls between customers and Agents, and deliver fast, efficient performance feedback.

Supervisor & Agent ‍‍‍Editions

Our platform is plug-and-play ready for integration via RESTAPI with Salesforce, Sugar CRM, Bullhorn, Zendesk, Microsoft Dynamics Vtiger & ZOHO. ‍‍‍It can be integrated with any other CRM system via a custom solution as this functionality provides a browser pop out (floating UI) from the chosen CRM and integrates it with certain desktop features such as desktop contacts searching.

CRM Integration

Contact Centre Builds

Callswitch Contact Centre‍‍‍ Toolkit links standard call routing options to form integrated blocks of functionality. The following images are taken from real call centres during their implementation phases:

Real Time Agent Monitoring

CallSwitch Contact Centre offers users exceptional levels of customer service at the same time as enhancing Agent productivity. Fully scalable, it offers real time monitoring and queue stats at the same time as providing additional levels of management and administrator control..

High performance contact solutions with CallSwitch Contact Centre.

Managed Control
‍‍‍Control of agent behaviour and supervisor intervention

Wallboard
Provide targeted updates for all your Agents in seconds

Soft Phone
A‍‍‍dopt desk phone or softphone or toggle between both.‍‍‍

Real Time Monitoring
‍‍‍Act on real time information during every call

Real Time Queue Stats View what is happening in real time to improve your call strategy

Comprehensive Reporting Improve campaign success with reporting and analysis

Call Agents
Responsible for handling specific services efficiently

Unlimited ACD Queues
A sophisticated queuing solution to help keep customers on the line

Key Features

Contact Centre Tool Kit uses standard call routing features from the mainstream product but with additional levels of management and control to produce complex and measureable call handling and Agent performance.

Contact Centre Toolkit

Download Full Feature Comparison

Agents login to Communicator and then login to a queue at which point calls will be directed to their phone. An agent may set his status to ‘pause’, giving a ‘pause’ reason. A timer increments to warn the Agent of his pause duration.The Agent Edition also displays the status of other selected agents in their group and calls waiting in the associated queues.

Not seeing your current CRM platform? Contact us today, we  can integrate with any other CRM system through our custom solution.