For a call centre, every second of waiting and every lost call is costly. Our platform brings agent management, queues, recordings and statistics together in one place.
Managing queues and agents
- Queues by team, by language or by type of request.
- Each agent’s status in real time: logged in, on pause, available.
- Overflow call handling and live monitoring for training.
Virtual line: call back when their turn comes
The caller keeps their place in the queue and is called back when their turn comes: less waiting, fewer abandoned calls.
Measuring performance
- Statistics by hour, by day and by queue, with a configurable service level.
- Occupancy rate, answered and unanswered calls, abandoned calls.
- Requested callbacks, linked to the original call.
Quality and training with AI
- Call recording, which you may keep free of charge for up to 6 months.
- AI transcription and summaries of every call, for training and quality control.
Agents anywhere
- Agents in the office or working remotely, with softphones.
- Teams spread across several sites or countries, connected together.
Going further with custom work
AI call agents, voice-controlled menus and CRM integration: see custom development. For the details of the features, see our call centres and advanced statistics page.
Let’s see what Florence can do for your organization.