SCC Competitor
A comprehensive supervisor workstation allows you to manage operators, roles, access rights, projects, reports, etc. from a single interface, enabling you to train relevant specialists in the shortest possible time. Managing the operation of the contact center requires the use of various applications and interfaces. Training relevant professionals is lengthy and costly.
The operator workstation including integrated SIP client is available out-of-the-box in two versions: desktop and web version. The SIP client requires separate software or hardware. A separate infrastructure is required for the web version.
Customization of the user interface (with the exception of complex logic) does not require the involvement of IT personnel, but is performed by the technologist. Setting up the user interface requires the involvement of IT experts who have different development tools, which complicates and significantly increases project costs.
Call recording, including single-channel (without customer recording), is an integrated feature controlled by the IVR and operator questionnaire. Listening and report binding tools are integrated into the system. Listening to call recordings and linking to report data requires a third-party solution.
A variety of historical reports are integrated. The customer can customize the reports and create new reports to implement on their own. Limited number of built-in reports. There are no detailed call reports. Creation of required reports requires time, resources and significant cost.
A variety of digital channels (including Telegram, WhatsApp, Viber, Webchat, Facebook) are instantly available. Connecting most digital channels requires extensive customization.
The starter set of functions in the system can be started in less than a day after unpacking. The entire solution can be deployed on one server (one VM). The setup effort is minimal. Even a minimal configuration requires the commitment of significant resources, the involvement of a large number of specialists and serious investment.
Extensive integration options: a standard API for connecting external applications in all phases of call processing. CTI interface included. Integration tools require a significant amount of customization when connecting third-party solutions. The CTI interface is licensed separately and requires a major intervention in the system.
Pay-per-use, concurrent, no minimum licenses. Flexibility in the use of licenses is limited (the majority of licenses should be permanent).
Built-in functionality to assess operator performance. Missing in the system.
