The AheevaCCS Inbound solution allows you to control the distribution of your inbound calls and to reduce processing times for higher customer satisfaction.

 Aheeva CCS Inbound solution provides :

• Intelligent call distribution thanks to unlimited and personalized routing scripts that you can modify at any time
• Access to the Asterisk© IP PBX applications such as vocal announcement, language choices or user authentication
• Possibility of establishing the calls' prioritiy based on call conditions and your business rules
• Live management of your queues and call allocation by agent skills or by group
• Web pop-up, from your personal CRM or through our scripting tool, with the customer information as soon as the agent receives the call
• Management, live supervision  and quality monitoring tools
• Reporting tools and historical data statistics

• Defining the business rules that control the distribution of the calls
• Unlimited personalized scripts to revitalize your routings
• Customers' inquiries matched with specific agent skills
• Waiting time reduction and control of every stage of your inbound calls

Our supervision module provides the campaign manager with a view of all the campaigns through a secure interface, regardless of the location, simply via an Internet connection.

Managers can access the operational results in real-time and step in remotely.

With Aheeva CCS Supervision tool you can :

• Oversee your activities from any place with an Internet connection
• Obtain live information on the number of calls, calls waiting in a queue, the number of agents allocated to a given queue, the maximum waiting time, the average waiting time...
• Check the various status of the agent: ready, in call, or on break...
• Have a real-time view of the number of calling list records processed, the number of remaining records, the number of lines being used ...
• Control the productivity and bring improvements remotely with controlled access and a secure interface

• You manage your contact center even when you are not in the office
• You check the quality, the productivity and measure the performance of your agents in real-time
• You can interact with the agents even remotely

AheevaCCS reporting management tool allows you to generate :

• Reports by agent or by agent group: information about the various statuses (on-line, break...)
• Summaries of the various activities by agent or by group of agents (how long the agent was talking with the customer, etc...)
• Specific outbound and inbound campaign reports
• Reports on the calling lists for outbound campaigns (handled callbacks, ended, planned, remaining records)
• Reports on queues
• The call details table allows you to get all the information needed to create your own personalized reports

The benefits:

• Choice of publishing real-time report or on a daily, monthly, annual basis
• Save time by using our pre-formatted reports
• Access all the information needed to create other types of reports

Thanks to our Quality Monitoring tools, make sure that all your agents have the information, the necessary skills, the attitude and the motivation to allow them to use all their potential for attaining your organization's objectives.

Our Quality Monitoring tools include a live listening module, complete audio and video digital recording and an evaluation forms module.

Our live listening module allows you to :

• Verify the adherence of the agent's speech to your business policies
• Whisper "in private conversation" to provide tips to the agent without the customer hearing
• Evaluate the agent's training level and skills

The benefits:

• Follow up the level of product knowledge of each agent
• Coach the agents
• Identify areas to improve for higher quality of service
• Oversee and control in real-time