- Triage and allocate social media posts for handling by agents
- Rules based management of Auto responses
- Threaded management by customers across channels
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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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.
RapportCMS Historical Reporting
The RapportCMS QQMS has the following features
The RapportCMS Call Recording has the following features
RapportCMS real-time dashboards
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)
RapportCMS Interaction Management & Scripting has the following features
RapportCMS Interaction Management & Scripting
RapportCMS Queue Monitor
RapportCMS Virtual Classroom
RapportCMS Recruitment system
RapportCMS outbound preview dialler
RapportCMS Outbound predictive dialler
Intelligent call routing