Sangoma Contact Center Solutions

Sangoma Service Insight: Value-Based, Departmental Contact Center

Service Insight is a cloud-based customer service solution designed to elevate the customer engagement experience by providing in-depth customer analytics to every department. It provides the infrastructure for all employees in your organization to help optimize customer experience and engagement with your brand, allowing you to base business decisions on key customer analytics.

Key Features and Benefits

In-Call Experience

Enjoy a superior in-call experience with Supervisor Heads Up Display and Supervisor Agent Monitoring.

Platform

Service Insight is accessed via web-based agent desktop and cloud-based deployment to support remote customer service professionals and internal teams.

Queues

Complete control over your queues with a full-featured Auto Attendant, unlimited queues, queue monitoring, dashboards and an easy-to use queue creation tool.

Post-Call Management

Leverage post-call reviews, Net Promoter Scores, and historical data to enhance the caller experience.

 

Value-Based
Departmental Contact Center Solution

Call Control

  • Call Transfer              
  • Flexible queuing configurations
  • Click-to-Dial 
Call Control

Integrations

  • Concurrent and Named Agent Licensing Available
  • Mobile Agent App
  • Salesforce Connector for Salesforce Tenants
  • HIPAA- Compliant 
Integrations

Reporting

  • Supervisor Heads Up Display
  • Supervisor Agent Monitoring
  • Queue Monitoring & Dashboards
  • Post-call Survey (NPS & CSAT)
  • Historical Data & Trend Analysis
Reporting

Queue Features

  • Easy Queue Creation Management 
  • Recorded Synthesized Announcements
  • Call Recording
  • Unlimited Queues 
  • Five Queue Strategies 
Queue Features

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