HoduCC – Call & Contact Center Software is designed to streamline customer service operations. The software now offers integration with Freshdesk CRM for improved customer service.
The major benefit of this integration is that the agents can directly login into the Freshdesk CRM (with HoduCC CTI plugin) and manage the calls and overall customer support interactions.
Auto answer allows incoming calls & auto outbound calls to be automatically answered and routed to available agents or specific queues based on predetermined settings.
Agents can easily manage the outbound calls by dialing the customer number manually or clicking on the number from the contact list and the system will dial the number automatically.
Agents can select the queue (department) in which they want to manage the calls.
Agents can manage sessions or campaigns by choosing different dialers like auto dialer, predictive dialer, preview dialer, and manual dialer.
Agents can select the break types like lunch break, dinner break, training session, customer site visit, etc.
Agents can easily dial customer numbers using the in-built dial pad system available in WebPlugin.
When a call is answered or the agent is on call, an automatic ticket will be created in Freshdesk.
All the basic call-related features like mute,unmute hold,grab, DTMF, keypad, and others are available with the integration.
Agents can transfer the call as a blind transfer (direct transfer to another person) or attendant transfer (conference call) as per the requirement.
Call-related statistics can be obtained both agent-wise and queue-wise. It provides details like call time, talk time, average talk time, disposition time, hold time, break time, mute time, and idle time.
Agents can easily track missed call details for any date.
Agents can schedule a call back depending on the conclusion of the call.
Agents can select a disposition option like general and call back, Interested etc. In the call back option, agents can type the description/conclusion of a call, schedule a call back by selecting the date and time, and even choose the transfer option to transfer to call to any other agent or queue.
With the pause recording feature, the agent can pause a call recording for a while in case he/she is transferring some confidential or secure details and after that, he/she can resume the call recording.
Agents can easily see, search, and refer to the voicemails received on any date, as and when required.
It’s an add-on feature available as a customization option in which WebPlugin can be provided with the customer’s brand name and logo.