Agent and Call Control Functions
Comstice offers web-based agent and call control functionality that is easy to use and requires minimum training. These features can be embedded into the main web page or can be used as a simple pop-up window.
Reporting and Analytics
Comstice provides comprehensive reporting library, historical dashboards, team and agent scorecards for Amazon Connect. These features help to visualise the data easily, and access meaningful information quickly for performance analysis and forecasting.
Click here to learn more about Comstice Quartz Reporting and Analytics solution.
CRM / Backoffice Integration
Comstice can integrate many CRM platforms including ServiceNow, Salesforce, Zendesk, SAP. This can help agents to manage the tickets and update customer details on the same screen.
Real-time and Historical Wallboards
Comstice offers wallboard functionality so that users can create their own layouts and access real-time and historical data. Team leaders can also create notifications based on the rules such as agent duration in certain aux codes, oldest in queue etc.
Click here to learn more about Comstice Wallboard.
Mobile-First Workforce Management (WFM)
Comstice offers forecasting based on the historical data and Erlang A and C calculators. It also helps agents to manage their availability, submit time-off requests, and access their quality scores.
Provisioning and Reskilling: Supervisors can update agent skills and hierarchies.
Cherry-picking calls from queue: Supervisors can monitor individual calls in queue and manually route the selected call to a preferred destination.
Agent Management: Supervisors can also change agent states manually and log them out if needed.
Voice Recording and Speech Analytics
You can also access recordings of each call, convert the dialogue into a text script and run some keyword analysis to capture specific conversations.