Once a call reaches the agent, it receives a pop-up pre-programmed into the system through the web or connecting to an existing system.
All data are completed by the agent in a MySQL database and can be used for generating reports or for new campaigns.
Calls can be prioritized by origin and derived to the most appropriate agent according to various parameters (eg account manager, who treated him last time, etc.) The system automatically routes to the most desirable free agent by taking into account not only the activity of this campaign but also that of the others.
Calls can go through a qualifying prior IVR that completes part of the process, then with the data completed by the agent the call can go to a new campaign or can be part of a special qualification.
Failed calls can be sent automatically to a recall campaign of missed calls improving the quality of attention of the contact center.