OMICALL SMART MULTI-CHANNEL PBX FEATURES

Supervision - Management
Automated Response (IVR)
Customer management
Music on hold for businesses
Customer care funnel
Call distribution
Connect the number
Free internal calls
Create automatic recording files

The system visually displays the number of online and offline employees with the Dashboard feature. Business administrators can easily view work performance and assign tasks easily through the system’s reports.

The IVR feature automatically provides detailed instructions to callers. Businesses can create any scenario (meet the operator, transfer directly to the relevant extension, answer questions, etc.).

Store customer information, calls, retrieve incoming caller information, display customer information pop-ups, notes, and number of interactions. The smart multi-channel switchboard system integrated with CRM-mini helps communicate with customers more conveniently, and maximizes the sales closing rate.

Businesses can set up an appointment with a pre-made recording with an uploaded customer list. The switchboard will automatically call the subscribers in the list to play the recording, helping businesses save time calling to confirm orders, confirm appointments, take care of or actively advertise, etc.

Attach customers to the funnel in order of priority for easy care, from there offer appropriate incentives to customers according to the funnel scenario, for example: Customers who have not signed a contract, customers who have signed a contract, customers who have been introduced…

Automatically route calls to the nearest sales person, distribute calls to each specialized department, receive and process information, divide extensions and allow customers to press the key to meet directly.

Virtual switchboard VoIP integrates most of the numbers of network operators such as Mobifone, Viettel, Vinaphone, FPT, CMC,…

Departments or branches nationwide can call each other completely free of charge, easily exchange internal information, highly secure system, shared on cloud platform so all information will be shared with each other on the system.

Businesses can easily create automatic call recording files with the Speech To Text feature by entering the content they want to record and selecting available options such as: voice, reading speed, …

AUTOMATIC DIALING SYSTEM

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Deep integration

Smart dialing with the business’s Call Center/Contact Center system

Customize management

Customize the functions and priority levels of Agents suitable for each campaign

Detailed reporting

Real-time detailed/overall campaign/call reporting.

Call pop up

All calls are Popup directly on the main screen

Friendly interface

All customer information and notes are displayed simultaneously when making a call

Call notes

Create notes directly on the call interface, automatically create tickets assigned to support staff

TICKET

Customize information

Customize information fields in tickets automatically, to suit your own needs

Assign specific tickets

Transfer tickets to departments/agents to increase internal interaction and work quality

Priority classification

Set ticket priority, change status for ticket

Pop up information

Open the ticket automatically when an Agent receives a call or calls out

Create tickets automatically

Convert voicemail to Ticket, missed calls to Ticket automatically

Detailed reporting

All transfers, notifications, processing,… are reported to confirm Ticket is processed

FACEBOOK MANAGEMENT FANPAGE

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Fanpage Management

Receive messages and comments from fanpages directly on the system and share them with staff for processing

Customer feedback

Respond to comments, reply to messages of Facebook Fanpage right on the Virtual Switchboard software

Create tickets automatically

Automatically get information (leads) and create tickets with specific keywords that customers comment on the article

Zalo OA CENTRALIZED MANAGEMENT

Create a direct recording ticket

Create a recording ticket with zalo messages for Agents according to established rules such as: meeting the manager, prioritizing Agents who are online,…

Customer division

Distribute notes (zalo messages) to agents according to priority rules (Meet the manager, meet the nearest agent, prioritize online agents,…)

Create customer information

Agent can automatically update customer contact information from the Record (message to Zalo OA)

OMI Live Talk

Proactively approach customers

The message box that appears on the screen creates a sense of concern for customers, creates sympathy, and affects purchasing behavior on the Website

Diversify your interactions

Free Video Call and Audio Call, combined with live chat. Easily consult and close deals with customers right on the website

Conversation Report

Live Talk returns reports on parameters related to conversation performance, number of visits, and traffic sources

Make it convenient for customers and businesses

Easily answer customer questions without having to switch to another method of communication

SMS Brandname Automatic Customer Care

Create and manage messages

Live Talk returns reports on parameters related to call performance, number of visits, and traffic sources

Send directly on the system

Send messages by selecting customers, available message templates or composing new content and pressing send

Send bulk messages

Select a customer list and enter the content once and it will be sent to all customers immediately

Send automatic messages

Send automatic SMS messages to congratulate birthdays, notify purchase confirmations, remind bill payment deadlines…

Send SMS according to the scenario

Send SMS according to the customer’s preferences and behavior that is initially set up

Archive log

Detailed statistical reports to evaluate the effectiveness of SMS campaigns

Statistics – Reports

Switchboard performance

Call reports, basic information of the entire smart switchboard at different time intervals

Call history

Detailed call history statistics, filter search by criteria, save call recording files

Agent, Ticket Report

Report on employee performance, number, completion level of Tickets

Real-time call management

Call monitoring

Monitor ongoing calls in real time, the number of active Agents and control calls on the system

Monitor Agents

Monitor in detail which Agent is online, active status, whether they are on any calls or not

Queue monitoring

Monitor queue details of how many calls are ringing, how many calls are answering

OMICALL CALL CENTER – QUOTATION

Dear: Value Customer

● Thank you for your interested in our products and services at ViHAT (Cambodia) Co ., Ltd.

● We are pleased to sent you the Quotation for OMI Call Center as following:

OMICALL’S FEATURES

I. VOICE FEATURES
1	Set up prefixed number ………. prefixed number, mobile number,… all in one call center.
2	Set up automation introduction, ring phone, voice box
3	Recording storage
4	Set up outbound calling to agents, group
5	Concurrent call
6	Ring Group
7	Transfer call
8	Multi- platform	– Web (Laptop/PC)
		– App Mobile (iOS, Android)
		– Terminal (IP phone)
9	Private Branch Exchange
10	Advance Quality Management inbound/outbound in real time.
11	Multipoint conversation: multipoint conversation at the same time
12	Multisite: office/branches
13	Calling Routing/ Automatic Call Distribution	Set up uniform call distribution
		– Key interaction
		– Ring
		– Group
		– Random
14	Auto transfer call directly to agent’s personal phone number (while agent go outside office or not have internet connection)
15	Choose number to call out (prefixed number/mobile number)
16	Blacklist
17	Decentralize agents
II. INTELLIGENT ROUTING
19	Routing to agent that take care customers
20	Routing to agent that calling to customers before
21	Routing to agent that miss the call to customers
22	Least indle
23	Least occupied
24	Set up different calling plays outside working hours
25	Set up call out	– Random call out number – Prefer on- net calling – Lazy call.
26	Auto call to list of customers at the same time.	Interactive Voice Respond (IVR) for auto call.
27	Integrate Omicall Live talk into website (Free)	Diverse the way to connecting customers – Direct Chat. – Free Audio call. – Free Videocall call
28	Integrate Omicall Facebook Page	Diverse the way to connecting customers – Direct chat – Direct comment
29	Divide group of agents, set up group to queue to take care, avoid missing customers.
30	Divide extensions and allow customers touch dialing to talk to agent directly
31	Set up queue with different condition (ring phone, waiting time, voice messages,…)
32	Set up waiting time per extensions (after waiting time calling will transfer to next agent)
III. MANAGEMENT FEATURE – REPORTS
33	Manage inbound/outbound calling and miss calling history.	Manage detail calling history of agent.
34	Manage assistant, calling charge, export excel report.
35	Management page to control all inbound/outbound status.
36	Report calling charge per calling
37	Filter calling report: by agent, by time, by calling status
IV. MANAGEMENT FEATURE – MiNi CRM
38	Incoming Call Identification: identify contact that save in miniCRM
39	Create and manage contact (personal customers), businesses,contact list
40	Create note to customers, interact notes
41	Pop-up customer’s name, phone number and interaction history about customers when calling inbound/outbound.
42	Finding customers’ information: Group of customers, tag, agent
43	Import/Export customers’ database
44	Manage customers’ by filter
45	API into others CRM	Open API, free integration
V. AUTOMATION MARKETTING
46	Auto call – Auto call using recording to list of customers by setting time. – Set up auto call key interaction: key interaction, call back call center
47	SMS Automation – Sending SMS by customer service Brand name, advertising Brand name to customers by setting up time and content – Integrate OTT massage : Zalo (ZNS) , Viber to customers by setting up time and content.
48	Email Marketing: Create email content to customers by setting up time and content.
VI. SOCIAL MEDIA
49	Fanpage Facebook Integration: – Comment and direct chat to customers in OMICall – Automation comment and chat by using saving text. – Add new customers to customers’ list in OMICall – Non-limited number of fanpage integration.
IVII. UPGRADE FEATURE
50	Zalo Cloud Connect (ZCC): Call audio/video to Zalo users by using Zalo Official Account (Zalo OA). – All inbound/outbound calling have calling history and record. – Allow setting up calling play like using SIP number in call center.
51	Voice Brandname: Display Brand name when calling customers instead of phone number, accept Allows 2-way calling.
52	Meeting Integration : Create video call meeting
53	Live Talk Integration: – Interact customers by website – Direct messages – Free audio call – Free video call
VIII. INTEGRATED SYSTEM
54	Support SDK, API integrate all system easily: CRM , ERP, Website , POS , …