KConnect Call Centre
High Capacity Inbound and Outbound Call Distribution

Multi-site Inbound and Outbound Voice Traffic

The Call Centre edition of Kconnect has the additional advanced features required to operate a high capacity distributed call centre - departmental, multi-site or multi-country with inbound and outbound voice traffic.

Kconnect Call Centre has been designed for large numbers of agents and includes extensive reporting facilities and overflow management systems. A choice of non geographic phone numbers or integration of your existing numbers is available.

The Premium Call Centre is available for business with any number of users and can be purchased for a reasonable cost. Kconnect Call Centre can be designed and configured to create a distributed call centre environment without the overheads of management and the costs of ownership.

Along with password protected Phone Support and prompt email response, our consultants will help design your call handling flows and are on hand to assist with changes as they are required. Access to the comprehensive web administration area will allow you to view and make changes to the service in real time.

Call Centre Supervisor Features

A major and unique feature of Kconnect Call Centre is a comprehensive suite of monitoring and reporting facilities which assist supervisors and management with decisions on changes and methodology for improved customer interfacing and call handling.

The efficiency of agents is readily assessed via real time monitoring:

Web Based Activity Monitoring

Queue Monitor
Allows supervisors to monitor live call queue activity and to assess the handling of incoming phone calls and enquiries. Statistics are available for the number and duration of calls, time held in queue and whether calls were lost or went to voicemail.

Agent Monitor
Supervisors are able to similarly monitor the live activities of agents and staff taking calls on an individual basis with real time statistics providing an overview of user efficiency.

Live Call Monitoring
Supervisors are also able to hear live calls currently in progress by dialling in and entering the agent's ID. This allows supervisors to directly check the performance of agents and assess the handling of incoming calls. 

Desktop Console Activity Monitoring

The Supervisor Console is a desktop replacement for the web based Activity Monitors. It is designed for supervisors to monitor different types of activity on their phone system (queues, agents, recent calls etc.) in a multi-window environment, giving a complete picture of phone usage in one convenient location. More Information...

ACD Reporting

All Kconnect reports can be downloaded to a variety of formats including PDFs and exported to Word and Excel compatible formats.

PKconnect Call Centre includes a full set of reports on inbound and outbound call activity, including a real time 'interim invoice' on call spend and revenue.

Skills Based Routing

As callers reach the front of the queue, they can be transferred to agents and staff with the nearest matching skill set. Connecting the caller with the most appropriate agent ensures their enquiry is dealt with quickly and efficiently.

Calls can also be distributed according to agent availability, or in order to even out workload, or a mixture of all these.