Echo One Contact Center (CC) is an advanced solution designed to optimize customer communication through intelligent call distribution, robust supervisory tools, and an intuitive agent interface. Discover how Echo One can transform your customer service.
1. Advanced Call Distribution Logic
The heart of the Echo One Contact Center is a sophisticated call distribution system that ensures every client is connected to the right agent in the shortest possible time. The system uses Skill-based routing logic.
- Primary Skills: Define the agent's core competency (e.g., German Language, Sales). Agents with a higher skill rating have priority in call assignment.
- Additional Skills: Can be mandatory or optional, allowing for fine-tuning (e.g., an agent must know "Tech Support" but "Advanced Networking" is a plus).
- Agent Status: The system considers only agents in "Ready" status, ignoring those on break or in post-call processing (Wrap-up).
2. Tools for Supervisors
Supervisors have full control over center operations via a web interface, enabling real-time team management and historical data analysis.
Agent Management
Easily add or remove skills, set competency ratings, and monitor each agent's status. Supervisors can activate or deactivate skills in real-time depending on workload.
Live Panel (Dashboard)
Overview of current call status by skills. See waiting calls, list of active agents, their statuses, and duration of current activities.
Detailed Reporting (Amber Reporting)
The system offers a rich set of reports available via the web interface or for download in Excel format. Automated daily or weekly reports can be set up, giving you insight into key performance metrics (KPIs).
3. Intuitive Agent Experience
Agents access the system via a clean web interface that eliminates the need for complex hardware. All that's required is a computer, a web browser, and a headset.
The Waiting Room - Agent Dashboard
Right Panel (Status)
Displays the agent's current state (Ready, Not Ready, Wrap-up). Allows selection of "Next State" to prevent unwanted calls while the agent prepares for a break.
Main Window (Call)
Shows information about the current call and contact. If the contact is known, interaction history is displayed. Agents can enter notes and dispositions (call outcome) directly during the conversation.
The system supports Click-to-dial functionality, allowing agents to call contacts with a single click from the directory or call history, significantly speeding up the workflow.
Conclusion
Echo One CC is not just a phone system; it's a complete ecosystem for managing customer experience. Whether you're a small team or a large enterprise center, the scalability and flexibility of Echo One ensures your communication flows smoothly.