RapportCMS delivers world class call centre software functionality from the ‘cloud’.

The arrival of cloud computing solutions for the contact centre industry means that the days of massive capital investment and costly maintenance contracts is now a thing of the past. With the RapportCMS platform you pay for what you use based on your month to month requirements.

The core difference between us and our competitors is that the RapportCMS platform, recognises that world class call centre technology must be equally adept at addressing what happens after the agent says hello as to how the call is routed  to the desktop.

We are focused on the intersection between telephony, interaction management and the people who handle the calls.  This approach ensures that we make ‘human technology’ designed by and for contact centre practitioners.

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RapportCMS

  • RapportCMS IVR system supports your custom queues, on hold messaging or call screening and more advanced functionality such as automated order tracking and customer surveys.

  • Let RapportCMS route your calls in the cloud. Send your calls to agents in your contact centre or at their home, using screen pop and our scripting engine.

  • Use RapportCMS to route your calls the way you need them to be.

  • Our intuitive predictive dialler gives your outbound campaign the speed and smarts it needs to succeed.

  • Our dynamic preview dialer allows you to concentrate your outbound efforts on smaller volume jobs. This in turn will increase your contact rates, list penetration and therefore results.

  • Our online recruitment system is world class and takes your agents through the entire recruitment process, from the intial application through to going live.

  • RapportCMS has virtual classrooms designed to foster the best learning environment for your agents. Includes conference call, slideshow, app sharing, and trainer to agent interaction.

  • With your rostering in built into the system, you can control when your staff work and what they work on, whilst offering flexibility to your workforce where required.

  • Rapport CMS enables you to real time monitor your queues, with alert systems built in to ensure that you are able to proactively rather than reactively manage.

  • Help Scout Email management is fully integrated into RapportCMS

  • Our interaction management system makes even the most complex processes simple to follow for your agents.

  • Powerful scripting tool that enables your agents to navigate fluidly through, capturing reportable information on the way. From presonalised detail capture to complex product selection, we have it covered.

  • Our multichannel rules engine gives you the power to manage your campaign data. From development through script build, email and SMS to final data delivery we have it covered.

  • RapportCMS’ payroll system captures all agent data to enable close to 100% payroll automation.

  • Watch your data in real time, anywhere you are in the world. This will give you the power to ensure your campaign is performing, and to know where to go to make alterations on the fly.

  • Make and listen back to recordings with ease. Comes with the ability to turn on and off certain call types/agents/campaigns as per your requirements.

  • RapportCMS’ own quality system uses qualitative and quantitative data to score your agents. The smarts built into your campaign’s scoring system enable you to achieve optimum outcomes.

  • Rapid Reports enables ad hoc reporting via a sql query tool. Enabling advanced users to directly query the database for insights and to export data.

  • Reporting that can be run right now, wherever you are in the world. We have a ready made suite of reports ready for you, or custom build your own

  • Secure data transfer to wherever you need it

Social Media

  • Triage and allocate social media posts for handling by agents
  • Rules based management of Auto responses
  • Threaded management by customers across channels

Web Chat Email

  • Help Scout Email management is fully integrated into RapportCMS
  • Snap Engage Web Chat is fully integrated into RapportCMS
  • Email and Web Chat management from within RapportCMS
  • Email and Web ‘campaigns’ definable at an agent level

Rapid Reports

Rapid Reports enables ad hoc reporting via a sql query tool. Enabling advanced users to directly query the database for insights and to export data.

Data Transfer

RapportCMS SFTP

  • All customer and interaction data available
  • Exports are completely customisable to enable integration to third part applications
  • Data transfer to SFTP can be automated via the RapportCMS rule engine
  • Secure file transfer protocol is PCI compliant
  • Complies with industry best practice for security.
  • Certificate and IP restricted access layers

Historical Reports

RapportCMS Historical Reporting

  • Mix of telephony and business data in the one report
  • All data captured can be reported
  • No summarised data
  • Custom calculations can be added i.e. cost per sale per agent, % of quota
  • Fully exportable to Excel or ODBC compliant database
  • Available from any internet connection
  • Many templates to choose from
  • Reports can be customised

Quality Assurance

       The RapportCMS QQMS has the following features

  •  Online Scorecards
  •  Scorecards are fully customisable by campaign / Call Type
  •  Scorecards provide an aggregated score across agents, teams and contact centres
  •  QQMS score can include Qualitative and Quantitative data
  •  Routing decisions can be made using QQMS scores
  •  Scheduling decisions can be made using QQMS
  •  Individual performance reports can be accessed as feedback by agents.
  •  Multiple scorecards can be filled out for a single call, enabling ‘calibration of assessment’ between assessors.

Call Recording

The RapportCMS Call Recording has the following features

  • 100% of calls to be recorded or recording on demand
  •  Multiple recordings of the same conversation – one for quality and the other for compliance
  •  Recording can be activated/deactivated by the call scripting and therefore collecting only the required information
  •  Call stored for 30 days on-line and then available as needed on DVD
  •  Integrated Quality Assurance – QQMS Compliance module
  • Customised Scorecards for each call type
  • QQMS data can be intergrated in to routing stratergies

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Dashboard

RapportCMS real-time dashboards

  • Mix of telephony and business data in the one report
  • All data captured can be reported
  • No summarised data
  • Custom calculations can be added i.e. cost per sale per agent, % of quota
  • Fully exportable to Excel or ODBC compliant database
  • Available from any internet connection
  • Many templates to choose from
  • Reports customised for free if agreed to go into the Template library

Payroll

RapportCMS Payroll

  • Presence engine captures all payroll time and day information
  • Gross agent remuneration can be calculated by agent by campaign by project
  • Time sheets can be ‘pushed’ to agents for approval within Teleworker
  • Timesheets can be ‘disputed’ or accepted’
  • Payroll administrators can contest disputes or approve for payment
  • Payroll files can be developed for most accounting applications –
    MYOB, Sage, Quicken
  • Net pay information (after tax and entitlement is calculated by accounting software) then imported back in to RapportCMS

Multichannel Rules Engine

Managed by our Professional Services team, the RapportCMS Rule Engine has the following features. The back office processing tool, enables the scheduling and running of office process within the RapportCMS RAD environment (Rapid Application Development)

Examples:

  • Email gateway
  • SMS  gateway
  • Emails and SMS can be automatically sent to customers with data collected during the interaction
  • Agent does not need to see or manage the process, simply follow the script
  • Data file automatically posted to SFTP sites, emails to mail houses
  • Process XML integration with external web sites
  • Automation of data cleaning and data updating/appending

Scripting

RapportCMS Interaction Management & Scripting has the following features

  • The Scripting tool is unique differentiator for RapportCMS
  • Complex or simple processes can be mapped
  • Agents only need to be follow the prompts – ensures consistency of service
  • All data collected within the platform may be reported on
  • Third party applications can be “popped” within RapportCMS at the key moment in a process flow

Interaction Manager

RapportCMS Interaction Management & Scripting

  • Complex or simple processes can be mapped
  • All data collected within the platform may be reported on
  • Customer data can be utilised within the script and is capable of the following:
    • Include name and product details
    • Outcomes from previous interactions such as sales or complaints
    • Acknowledge long wait times
    • Customer value or products can automatically trigger different scripts
    • Personalised interactions

Scheduling

RapportCMS Scheduling

  • Agent Scheduling (Rostering) system integrated into RapportCMS
  • Ability to Auto Schedule if no roster is required
  • Time of day security controlled by scheduling (if you’re not scheduled on, you can’t log-in)
  • Agent Availability prompted in ‘Teleworker’, rolling 14 day basis
  • Shift Review available to agent through Teleworker
  • Reverse Rostering – Shift can be matched back to agent availability

Queue Monitor

RapportCMS Queue Monitor

  • All Queues monitored with live dashboards
  • Queue Alerts can be set by campaign to indicate unusual call / queue durations
  • SMS Alerts can be set up to let management know of  long Queues
  • Queue Dashboard configured to work on any size of screen
  • Single or multiple queue views can be configured
  • Campaign data (such as ROI) information can be included on Queue Dashboards

Training Rooms

RapportCMS Virtual Classroom

  • Online Classrooms can be established per customer.
  •  Virtual training can be conducted ‘within’RapportCMS  Teleworker”
  • Application sharing.
  • Supports PowerPoint and PDF
  • Whiteboard Sessions
  • Integrated voice bridge

Recruitment

RapportCMS Recruitment system

  • Online recruitment module included in RapportCMS
  • Customisable Application process
  • Customisable Questions and Tests
  • Variable Pass / Fail thresholds
  • Candidate management ( Auto Email function with document management)
  • Generation of  online “To Do” list for Recruitment coordinators
  • Successful candidates are Auto set up in RappoprtCMS production environment “ready to go”

Outbound Preview

RapportCMS outbound preview dialler

  • Flexible list creation and management
  • Powerful filtering tools for ‘on-the fly’changes to queues
  • Simple to use dialler management, no IT required
  • Self pacing algorithms ensure maximum list penetration and agent utilisation
  • Utilises Rapports’ powerful scripting engine

Outbound Predictive

RapportCMS Outbound predictive dialler

  • Flexible list creation and management
  • Powerful filtering tools for ‘on the fly’ changes to queues
  • Simple to use dialler management, no IT required
  • Self pacing algorithms ensure maximum list penetration and agent utilisation
  • Utilises Rapports’ powerful scripting engine

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Intelligent Routing

Intelligent call routing

  • Skills based routing
  • Virtual contact centre, an agent can log-in from anywhere and be part of a single contact centre
  • Utilises Rapports powerful scripting engine
  • Screen pop

ACD

RapportCMS ACD

  • Skills based routing
  • Virtual contact centre, an agent can-log in from anywhere and be part of a single contact centre
  • Utilises Rapports powerful scripting engine
  • Screen pop

IVR

RapportCMS IVR

  • Allows customers to enter their desired service to ensure correct routing of the call
  • Database dips to customer data to provide customer value based routing
  • Self service options available, order taking, credit card payments, debt management etc
  • Full Reporting

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