KeyConnect
Internet Protocol Contact Center
KEY FEATURES
1
Agent
Dashboard
- Employee Information
- Total Session Activity
- Average Talk Time/Hold Time/ACW Time
- Online Mode
- AUX/Task Mode
- Tickets Created
- Multi-Lingual Support
- Agent-Less Info
- Provisioning to Customers
- Play Custom Message
- Queue Announcement
- Call Back feature
2
Interactive Voice
Response
3
Robust
CRM
- Automatic Call Distribution
- Ticket & Case Management
- Lead/Contact Management
- Customer Profiling & History
- Track Caller Location
- KPI Configurator/SLA Management
- After-Sales Client Care
- Professional & Timely
- Concern Handling
- Staff Training
- Multi-Module Support
- Migration Services
4
Technical
Support
5
Case
Management
(CMS)
- Multitenant
- Customer Profiling
- Customized Escalation Matrix
- Ticket Dispatching & Resolution
- Feedback Management
- Customer History
- Rule-Based Workflow Integration
- Customized Escalation Matrix
- Matrices for Ticket Terminal
- Real-Time Supervisor Dashboards
- Call Recording
- Call Whispering
- Recording Attached to Relevant Records for QA
- Talk to CSRs During Calls (without customer hearing)
- Real-Time Queue Statistics
6
Call Monitoring
& Recording
7
Analytics
&
Reporting
- User Role/Knowledge Based Reports
- Historical Reports
- CX Reports
- User-Friendly, Real-time Supervisor Dashboard
- Configurable Widgets
- Executive Dashboard with Customizable, Graphical Layout
- Take Snapshots of Any Session
- View CRM Dashboards at Different Times
- Record Screenshot Date
- Use Screenshots for Historical Analytics
- View & Compare Metrics Screenshots
8
Session
Screenshots
9
Control
Panel
- User Management
- Role Management
- Schedule Uploader
- Project/Program Management
- Employee Information
- Total Session Activity
- Average Talk Time/Hold Time/ACW Time
- Online Mode
- AUX/Task Mode
- Tickets Created
- Automatic Call Distribution
- Ticket & Case Management
- Lead/Contact Management
- Customer Profiling & History
- Track Caller Location
- KPI Configurator/SLA Management
- Multitenant
- Customer Profiling
- Customized Escalation Matrix
- Ticket Dispatching & Resolution
- Feedback Management
- Customer History
- Rule-Based Workflow Integration
- Matrices for Ticket Terminal
- User Role/Knowledge Based Reports
- Historical Reports
- CX Reports
- User-Friendly, Real-time Supervisor Dashboard
- Configurable Widgets
- Executive Dashboard with Customizable, Graphical Layout
- User Management
- Role Management
- Schedule Uploader
- Project/Program Management
1
Agent
Dashboard
2
Interactive Voice
Response
- Multi-Lingual Support
- Agent-Less Info
- Provisioning to Customers
- Play Custom Message
- Queue Announcement
- Call Back feature
3
Robust
CRM
4
Technical
Support
- After-Sales Client Care
- Professional & Timely
- Concern Handling
- Staff Training
- Multi-Module Support
- Migration Services
5
Case Management
(CMS)
6
Call Monitoring
& Recording
- Real-Time Supervisor Dashboards
- Call Recording
- Call Whispering
- ROBO Call Management
- Recording Attached to Relevant Records for QA
- Talk to CSRs During Calls (without customer hearing)
- Real-Time Queue Statistics
7
Analytics &
Reporting
8
Session Screenshots
- Take Snapshots of Any Session
- View CRM Dashboards at Different Times
- Record Screenshot Date
- Use Screenshots for Historical Analytics
- View & Compare Metrics Screenshots
9
Control
Panel
Business Values
1
Secure Your Sensitive Information with Disaster Recovery Options
- Dedicated teams monitoring the status of all systems that focus on disaster readiness & recovery
2
Remain Flexible by Integrating with Different Platforms
- Capability to handle interactions from different platforms & capture data with maximum accuracy to create insightful & actionable reports
3
Reduce Onboarding Time with A User-Friendly Interface
- Our configurable Smart Agent Dashboard keeps the CSRs well-informed on their KPIs through an intuitive and user-friendly interface
4
Encourage Team Collaboration
- Customizable and user-friendly interface improves cross-functionality
- Can be interfaced with social media platforms, boosting productivity
5
Import, Export, and Manage Data
- A unified experience across all channels that allows you to migrate, import, export and manage customer data and interactions at the same place
6
Easily Track Progress Towards Business Objectives
- With powerful reporting tools, you can get a deep insight into the progress towards business objectives, and discover areas of improvement
7
Customize Your Portal Based on Your Business Needs
- Every setting can be customized and adjusted to accommodate the changing needs of your organization
8
Centralize Communication from Different Channels
- Khazana KeyConnect is a CRM based on next-generation technology that helps users manage contacts & streamline communications
9
Easily Scale Up or Down, Based on Changing Business Needs
- Our Cloud-based hosted PBX and IPCC can adequately accommodate upgrades and is highly scalable