Features

RapportCMS is an end to end contact centre platform with all key call centre tools available on demand.

While most providers have built solutions from a telephony perspective, we recognise what happens after the agent says hello is of equal importance to what happened before.

The core telephony functions of routing and dialling are the foundations of our technology; however it is our attention to the human aspect of running a contact centre that positively differentiates us from our peers.

Select a feature for more information.

Before “Hello”

  • IVR

    IVR
  • ACD

    ACD
  • Intelligent
    Routing

    Intelligent <br/>Routing
  • Outbound
    Predictive

    Outbound <br/>Predictive
  • Outbound
    Preview

    Outbound <br/>Preview
  • Recruitment

    Recruitment
  • Training
    Rooms

    Training <br/>Rooms
  • Scheduling

    Scheduling
  • Queue
    Monitor

    Queue <br/>Monitor

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.

  • 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

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.

  • 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

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

  • 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

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

  • 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

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

  • Flexible list creation and management
  • Powerful filtering tools for ‘on-the fly’changes to queues
  • Simple to use dialler management, no IT required
  • Utilises Rapports’ powerful scripting engine

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

  • 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”

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.

  • Virtual training conducted ‘within’ RapportCMS Teleworker
  • Online Classrooms established per customer
  • Integrated voice bridge
  • Application screen sharing
  • Webcam support
  • Supports PowerPoint and PDF
  • Whiteboard Sessions
  • Participant polls

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.

  • 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)
  • Shift Review available to agent through Teleworker
  • Reverse Rostering – Shift can be matched back to agent availability
  • Agent Availability prompted in ‘Teleworker’, rolling 14 day basis

RapportCMS 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.

  • 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

After “Hello”

  • Web Chat
    Email

    Web Chat <br/>Email
  • Social Media

    Social Media
  • Interaction
    Manager

    Interaction <br/>Manager
  • Scripting

    Scripting
  • Multichannel
    Rules Engine

    Multichannel <br/>Rules Engine
  • Payroll

    Payroll
  • Dashboard

    Dashboard
  • Call
    Recording

    Call <br/>Recording
  • Quality
    Assurance

    Quality <br/>Assurance
  • Rapid
    Reports

    Rapid <br/>Reports
  • Historical
    Reports

    Historical <br/>Reports
  • Data Transfer

    Data Transfer

Email and Web Chat management from within RapportCMS. Popular API based products supported.

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

Triage and allocate social media posts for handling by agents

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

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

  • 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

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

  • 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

The back office processing tool, enables the scheduling and running of office process within the RapportCMS RAD environment (Rapid Application Development)

  • Email & SMS gateways allow emails and SMS to 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

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

  • 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 & Intuit
  • Net pay information (after tax and entitlement is calculated by accounting software) then imported back in to RapportCMS

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.

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

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.

  • 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 integrated in to routing strategies

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.

  • 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

Rapid Reports enables ad hoc reporting for insights and to export data.

  • Bespoke reports developed quickly and cost effectively
  • Slim consistent design
  • For imports into third party applications

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.

  • 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

Secure data transfer to wherever you need it.

  • 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