Features

Noda Contact Center is the all-in-one solution. Product has all needed features: Inbound ACD, Outbound, IVR, Quality management, Reporting, Agent Scripting, Call Recording, Soft Phone, and Omni-channel.

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  Interactive voice response (IVR)

  Support for IVR menus of all complexity levels

  Support for DTMF Built-in, drag-and-drop visual IVR script builder Quality IVR Set of built-in reports for analyzing IVR usage
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  ACD

  Single queue combining all channels for interaction with clients that adds the ability to assign priorities to each channel Operator participation in multiple projects Skill-based routing and distribution Support for all call distribution policies
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  Outbound

  Progressive, predictive, automatic, and preview AMD integration Loading and processing call lists Skill-based routing and distribution Call and queue prioritization
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  Agent scripting

  Conversation scripts that contain all necessary information open when operators receive calls.

  A programming-free drag-and-drop graphic designer is provided for quickly setting up conversation scripts.
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  Call recording

  Full or selective recording of all conversations Support for PCI DSS standard requirements Archiving and organization of access in accordance with user rights
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  Quality management

  Standards set for processing contacts using different criteria: Call rating Selected call recordings set aside for review Custom criteria sets for call evaluation
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  Reports

  Combined statistics from conversation scripts and telephony Integrated statistics for all contact channels More than 40 built-in reports out of the box Access to reports via a web interface
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  Soft phone

  Multi-channel IP phone:

  All functions for managing calls and transfers Conference creation Operator status management Integration with other systems Support (Windows, MacOS, Linux)
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  Omni-channel

  Centralized processing for contacts coming in by phone, email, SMS, web chat, messengers, mobile apps, social networks, and other digital channels Access to a full record that covers all channels for each client Operators blended between channels (operators can get messages from any channel)

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  Integration

  Wide range of program interfaces (web services, SQL-REQUESTS, XML-RPC) at every stage of inquiry handling

  Use of scripts in IVR that interact with other systems Incorporation of a web interface softphone from an external system Online queries sent to other systems in order to use their results in agent scripts Call data automatically imported with results exported
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  IP PBX

  Program-based IP PBX and Softswitch developed by the company that supports over 2500 simultaneous calls on one site.

  Support for scaling by a simple increase in the number of servers Built-in module for load balancing High reliability provided by using hot backup
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  WFM

  Four forecasting methods: whole week, planned week, trend construction, and confidence intervals (VaR) Shift plan based on operator skills, individual work rules, performance standards, and legislative standards, while also offering a multi-skills mode Reliable control over how planned schedules are executed

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  Campaigns

  A programming-free subsystem built to support preparations for release and the provision of timely support for all types of campaigns is included.

  Fully functional, cross-browser interface Entire interface for setting and campaign management in one window