v2
","releaseDate":"2019-05-31T17:00:00.000Z"},"usageInformation":"Benefits:
\nAgent Desktop:
\nThe Agent Desktop solution was designed to provide the agents with the best desktop tools to full fill sales and customer service expectations. It is integrated with sales-leads tools, CRM tools, back-office system tools, soft phone and dialer solution.
\nIt provides complete desktop solutions for the agents, displaying data about the customer and providing efficient interfaces to optimize your team results. It can be customized for each campaign, with information related to the selected campaign.
\nCaller-ID Integration:
\nThe Agent Desktop Solution delivers caller-ID information from the phone line to the order entry module. Through the incoming call shows the customer’s profile in the order entry module, allowing identify the calling customer, and speeding the entry of customer’s information.
\nUsing the caller-id, information like customer name, phone, address, customer’s map, customer’s branch, last order status, elapsed time, and details about the order placed, can be displayed on the agent desktop at the moment that a customer makes a phone call. So agents can easily take and place orders directly in the corresponding branch, according to the customer address. Different addresses can be associated to the customer’s profile and each address is related with a valid delivery zone, likewise each delivery zone is related to its corresponding branch.
\nCustomer Profile:
\nThe agents have access to the customer profile information so it can update data and associate different phone numbers to the profile. Also, they have access to navigate over the customer recent orders, allowing obtain specific information about the status of orders from creation to delivery.
\nThe agents have access to navigate over the customer recent calls, allowing call the customer to resolve order’s issues.
\nIntegrated Softphone:
\nHas extra features designed specifically with agents in mind. These include call conferencing, transfer calls, call recording, calls on hold, mute, and caller ID display, access to multiple telephone lines, record phone calls and more advanced configuration options. It has screen pop-up with all the required information from the customer database using the CallerID.
\nDelivery Management & Android Driver App:
\nCall2kitchen provides tools to efficiently run the dispatch and delivery management, updating realtime the Call Center with the ins and outs of the drivers carrying the orders with our Android Driver app, and sharing live tracking with the customers via Whatsapp, SMS and Emails.
\nImbound & Outbound Calls:
\nCall2kitchen comes with all the features necessary to ensure that incoming calls are handled efficiently and effectively. Providing an owner automatic call distributor, which enables routing based on qualities, capable of distributing calls using sophisticated routing. Our intelligent ACD solution provides real-time reporting; monitoring operations with incoming calls and auto dialing abandoned calls in queue.
\nSupervisor Module:
\nCall2kitchen provides administrative tools for managing orders, so that the floor supervisor can receive all orders, allowing using a speed dial button, so the supervisor also can call the customer to solve order's issues.
\nCall Monitoring System:
\nOur call recording system and live monitoring are an effective way to improve customer service, resolve customer disputes, increase operator productivity and meet legal requirements.
\nPBX Integration:
\nOur system has been designed to work seamlessly with any PBX that supports the IP protocol SIP Standard.
\nOracle Simphony and Res3700:
\nOur product is integrated bi-directionally with Oracle-Simphony 2.0 and Micro Res3700, extracting automatically the Menus and placing orders directly to the kitchen (KDS), avoiding double entry. The integration was designed using the Simphony API Client which is accessed by our application client that extract menu, update prices and, insert and cancel orders into the POS.
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