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Overview

RapportCMS is an end to end contact centre platform with all key call centre tools available on demand

  • IVR Custom queues, on-hold messaging / call screening and advanced functionality including automated order tracking/customer surveys
  • ACD Skills-based routing virtual contact centre, an agent can-log in from anywhere and be part of a single contact centre
  • INTELLIGENT ROUTINGAll administration and access to reporting are available within an easy to use portal 
  • OUTBOUND PREDICTIVE DIALLING Intuitive predictive dialler integrated with the scripting tool
  • INTEGRATED OMNICHANNEL Chat, Email, SMS
  • POWERFUL SCRIPTING TOOL
  • CRM INTEGRATION 
  • REALTIME OUTBOUND MONITORING  Built-in alert systems 
  • DETAILED REPORTING Online telephony and operational data in real-time
  • HISTORICAL AGENT REPORTING Ready-made suite of reports  or custom design your own
  • CALL RECORDING AND SCORING  Online high-quality call recording with integrated Quality Assurance Compliance module Online Scorecards are fully customisable by campaign / Call Type  
  • SPEECH ANALYTICS High-quality call recording and a market-leading speech-to-text engine, the service accurately listens and collates 100% of conversations 24/7
  • ONLINE TRAINING ROOMS  Virtual classrooms fostering an ideal agent learning environment
  • MULTI-CHANNEL RULES ENGINE 
  • SOCIAL MEDIA TOOLS
  • RECRUITMENT Customisable system 
  • INTEGRATED AGENT SCHEDULING TOOL
  • INTERACTION MANAGER  Making complex Agent processes simple to follow 
  • INTEGRATED PAYROLL 
  • SECURE DATA TRANSFER 

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