The Accolades platform supports multiple services designed for Call-Center activities.
Below you will find its most popular features. If your business has special requirements, we will analyze them and provide a solution.
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Accolades is developed by Romanian programmers, however its main interface is in English.
If you prefer the Romanian language, you can always opt for it from your account settings.
Accolades keeps track of calls based on agent accounts, not physical devices.
Your agents can use any available terminal, they don't need to be assigned equipment.
This way your Call-Center can function in shifts: multiple agents can use the same devices successively.
This function allows the display of Call-Center statistics on a large shared screen.
You can define your own key performance indicators, you can split them in shifts, you can display top performers, etc.
If you don't have a large screen you can use your own computer, even remotely, to monitor the Call-Center status in real-time.
Interactive voice response (IVR)
Interactive Voice Response is the service that allows routing inbound calls based on the callers' options: For new orders press 1, for customer service press 2, etc.
Based on the digit pressed, the call will be automatically routed inside your company towards the department or call queue of their choice.
Any Call-Center needs supervisors, and Accolades provides them with a personalized interface.
All relevant information is displayed: calls that are waiting, duration of on-going calls, agents' status, etc.
You need to remove an agent from a call queue? It's just a click away.
Accolades offers supervisors the option of listening to on-going calls. The process is simple: you choose from the application which type of monitoring you want and your desk phone will ring. Pick it up and you are automatically connected.
There are three types of monitoring available:
- supervisor only listens to the call
- supervisor can talk to the agent only
- supervisor joins the call and can talk to both the agent and remote party
For quality assurance purposes, this call may be recorded. Sounds familiar, does it not?
Accolades supports recording calls and storing them in the cloud. You can listen to them at any point, all recordings are accessible through the web application.
While on break, agents will not receive inbound calls. For better reporting, Accolades defines three types of breaks:
- the agent just finished a call and is performing operations related to that call
- the agent is taking personal time off
- when agents can not take calls because they are performing other business-related activities
Are you looking for a way to confirm orders for your online shop? Do you want to notify your customers about their new invoices? Do you want to promote your awesome discounts?
VoIPIT's SMS service helps you accomplish this in a simple and professional manner. Unlike workarounds based on prepaid mobile cards, we provide a high-quality solution.
Our SMS A2P (application-to-person) service provides: