• Voice services
• SMS Services
• Fax
• TPV charging services
• Control Panel
• Virtual ACD

Control Panel

When contracting any numbering with Masvoz (geographic, Intelligent Network Number or international), you will receive an Access user to Control Panel.

This useful tool offers you multiple possibilities of lines configurations and presents a series of innovative services, optimizing the efficiency in entering calls management and offering you all the necessary information for the correct management of your customer service platforms.

Click here to access to a Control Panel video demonstration.

Functionalities

The Control Panel of Masvoz is organized in different modules:

• Executive summary. This module presents the most significative information of the received calls in only one screen:
  
  • Historical evolution
  • Timing frame profile
  • Call distribution per line
  • Call distribution according to province of origin
  • Call distribution according to destiny where they have been sent

The application shows in all reports the total of answered, unanswered, abandoned and sounding engaged call, as well as the middle length of the calls.

• Statistics. Through this module you can obtain any type of report you could need for the control and analyse of the received calls.
  
  The application enables to choose any period of time and filtering through line or destiny, as well as unifying the information in periods of 30 minutes, per day, per month or province of origin. Results are shown in a graphic mode and a values board mode that can be exported to a spread or workingsheet.

• Detailed information. It enables seeing the details (call line, destiny where the call is sent, source number, date, time and length) of the received calls between two specific dates.
  When activating Call recording, you will see the file of the recorded conversation next to every call, that can be played in the application itself, downloading it to the PC or eliminating it.

• Configuration. This module allows managing configuration and working order of your lines. The tool is very easy to use, because it shows the routing tree of the lines graphically, what eases use and comprehension of the logic the calls have to follow. Through the configuration module you can:
  
  • Establish several destinies according to the day of the week and the time of the day.
  • Establish a special performance for received calls in holidays.
  • Manage white, black and generic lists of calling users.
  • Establish alternative destinies in case main destiny is engaged or does not answer.
  • Creating a selecting posterior node (or IVR), to let the user chose between telephone keyboard, the department or the person to talk to.
  • Distributing calls between different destinies according to predefined percentages. Choosing different destinies according to the province of origin of the call.
  • Defining routing alternative plans.
  • Saving welcome sentences, you will be attended in short... in .wav format from your PC.
  • Creating a virtual voice mailbox, listening and downloading the received messages in the mentioned mailbox or sending them to an e-mail account.
  • Activating and deactivating the call recording, listening and downloading them.
  • Establishing a maximum duration for calls.
  • Establishing an alternative destiny (that can be a telephone or an e-mail account in case the call comes from a fax. If the e-mail account is given, the faxes will be sent there in .pdf format.
  • Activating functionality of “whisper”, that alerts the agent of the kind of call he or she is receiving.
• Agents module. To use this module you are required to activate the Virtual ACD. It allows agents or teleoperators modifying the state, transferring calls to other agents, adding a coment to the maintained contacts (typify) and seeing a list of attended calls.
• Supervision module. It enables visualizing at real time the current calls and state of destinies. In the case of activation of Virtual ACD, it enables seeing the state of waiting standing lines and agents at real time, looking up details of the received calls and listening to maintained conversations by the agents to audit the quality of the service.

Main advantages

• The Control Panel of Masvoz offers several possibilities of configuration of the lines and services that will help you managing in an efficient way your Customer Service Center.
• Moreover, you will enjoy the additional advantages of an on-line management tool: a quick launching of the service, the continuous updating of the versions at no additional cost, access to the application from any PC with Internet access...
• The system registers all calls and eases, at estrict real time, all necessary statistical reports in a way a responsible for Customer Service, Marketing or Sales can audit and improve the customer service.
• You will also take advantage of the internal transference of calls at no additional cost.