Zhejiang Medou Communication Technology Co., Ltd.

● Freely customize unlimited levels of welcome words, which can be changed at any time according to business needs.
● Different IVR voice menus are set up/down and workdays/holidays.

● Develop a special IVR process for caller numbers.

● Combination of voice navigation, order management, and membership management.

Squad Leader Function

● Monitor, intercept, insert, and demolish.

● Mandatory checkout, forced busting, and forced

business.

● Set up and manage the permissions of the personnel in your team.

Seat Function

● Incoming, outgoing, grab, and transfer.

● Show busy, show idle, check in, check out.

● Three-way calling and recording inquiry.

● Customer data entry and query functions.

● Seat permissions settings, multi-level rights management.

Customer Management

● Completely customize customer information and adjust the display of customer information.

● Users with different roles can see different information about the customer.

● Support to shield customers' phone numbers and

protect company resources.

● Support fuzzy query, custom multi-condition query.

Customer Complaints

● Customize the complaint information.

● Handling of complaints by designated handlers.

● Complaints are set to schedule reminders.

Sales Order

● Product classification, product management.

● Add or delete customer orders.

● The caller plays the screen to display the customer's order information.

● Order status setting and management.

Call Screen

● The system automatically pops up the corresponding customer data, history records and call recordings

according to the caller number.

● Supports multiple phone numbers for customers.

Any incoming call can be automatically identified.

● Play screen hides or displays the customer's phone

number.

● The content of the screen can be selected. You can

choose to pop up customer data or work order data or other options.

Satisfaction Survey

● Supports automatic satisfaction surveys and manual

satisfaction surveys.

● Satisfaction survey inquiry.

Recording And Inquiry

● All recordings and partial recordings can be set.

● You can set the recording file compression format

and compression ratio.

● You can set recording viewing rights.

● Collect and summarize call records, statistical analysis of agent traffic.

● Fuzzy query, custom multi-condition call records.

ACD Automatic Traffic Distribution

● Attendants automatically allocate ACDs for

automatic traffic.

● Call forwarding or round-robin transfer.

● The incoming call goes to the filtered blacklist.

● Supports group mode, where one group can be

accessed by one or more agents.

● When no one answers, the designated seat will be

transferred to the designated seat.

● The customer's incoming call is queued for music

playback.

● Call transfer: No one answers or is busy automatically leaving a message or switching to a mobile phone.

● Automatically switch to a mobile phone or a mobile phone group on holidays or after work.

● Different IVR, ACD strategies for different outside

lines.

● Regional transfer: Automatically transfer different

seats according to customers in different regions.

Outbound Call Management

● Prohibit or allow specified agent outbound calls.

● Manually call through the telephone.

● Automatically call after the mouse clicks on the

phone number.

● Use outside line in order of outgoing call or round

robin.

● Outbound route: Different agents and agents use

different external calls.

● Outbound routing: Outbound or incoming calls use

different lines and can also be used together.

● Support IP telephony.

● Support click on the customer's phone number, automatically determine whether long-distance, whether

you need to add an IP card number.

Telephone Conference

● Add or delete conference room.

● The administrator initiates the conference.

● Invite attendees who need to attend the meeting.

SMS

● Supports single and group SMS.

● Support SMS template.

● Support click on the customer's phone number to send text messages.

Statistical Report

● Traffic volume daily report/weekly report/monthly

report.

● Satisfaction report.

● Customer statistics analysis.

Call Performance Analysis

● Connection rate / call rate / busy rate / call loss analysis / IVR key statistics.

Safely Control

● Function operation permission control.

● Data access control.

Real Time Monitoring

● Operator operation log records.

● Real-time monitoring of line and agent login status.

● Call waiting queue monitoring.

Authority Management

● Agent rights management.

● Custom field management.

● Different permissions for different roles are set, and the accuracy of the permissions is accurate to the field level.

● Page layout settings.

Automatic Call

● Support batch import of customer data book system through excel or txt text format.

● Edit and set the outbound call plan. After the call is answered, the call is transferred to the seat. After the call is connected, the voice is automatically played.

● Automatically filter invalid numbers such as space numbers.

● Group outbound calls. Each group can set up outbound call numbers and outbound call lines, and specify answering seats, etc.

● Assign outgoing calls to idle seats only, and do not assign them to busy or separated seats.

● Set the ratio of the agent to the outside line to automatically maintain the balance between the number of outgoing calls and the number of landing agents.

● Make repeated calls to the specified number.

● Automatically start the service and close the service at the specified time.

Schedule

● Schedule reminder and distribution, single or periodic reminder settings.

● Customer's follow-up plan is transferred to the schedule reminder.

Model