Contact Centre industry constantly witnesses the evolution of new technologies in the pursuit to create a feature rich environment for their customers. Contact Centre providers and agents are in need of the right tools which can enhance customer experience.CommSouth offers solutions that can take care of your day-to-day tasks of administration with out of the box applications and with custom-developed contact centre tools
Wallboard / Dashboard and Custom Reports
Out of the box, prebuilt gadgets, enabling administrators to design their own wallboard and also a series of off- the-shelf CUIC reports, complementing Cisco’s native reporting.
- Pre-built Gadgets with graphical information in the form of doughnut, pie, line, bar charts, etc.
- Dashboard Templates for quicker and easier access by supervisor.
- Real-time Queue and Agent Statistics
- Team Summary and Historical Call information.
- Alerts and Thresholds and option to Customise dashboards to show/hide selective fields
- Native Cisco Reports and capability to deliver custom reports
ALAA MATAR
Specialist IT Maintenance
We have been using CommSouth Telecom CDR centralized solutions for the past five years. We find that the reports and analytic information generated by the application is valuable and time saving. Some of the customized reports that we cannot do without the software are - Incoming Abandoned Report, Incoming Agent Analysis Report, Customized Detailed Call Analysis, etc. This solution is very efficient.
Sahayam.K
Director - IT
Our company has been using CommSouth solutions for the past five years by integrating CommControl with Cisco Unified Call Manager. The application generates valuable reports such as incoming detailed call report, department wise cost analysis and on demand Adhoc report requirements. We are happy with CommSouth solutions and prompt support.
Sameer Pathan
System Administrator
The CDR Billing & Monitoring solution offered by CommSouth, is very helpful in generating various types of reports. We have scheduled different reports on daily/weekly basis and it supports in controlling unnecessary calls made by the users. The support team provided us with good quality training and we are fully satisfied with the services offered. We highly recommend CommSouth solutions.
SYED ARIF
Manager-IT Infrastructure, Amicorp India
Been associated with CommSouth for several years and use their Telecom CDR solutions across many countries. CommSouth successfully migrated our billing application to a centralized global billing system in a timely manner. The centralized system delivers to us detailed analysis of our telephone systems, bill back to our clients, on-demand custom reports and granular tracking of call details. CommSouth solutions are highly recommended.
Sundaresh Lakshmikanthan
Corporate Services, iNautix
With the CommSouth Call Accounting application and their support we ensured that our management received accurate information on a regular basis and helped us manage our telecom resources efficiently and professionally.
Suresh Kumar Ganesan
Voice Networks - CTS,India
We have been customers of CommSouth and use their Telecom Call Accounting solutions. The reports generated support us with Trunk traffic reports, validation of costs with service provider bills and on-demand custom reports.
Sachin Jain
Chief Information Officer
After careful evaluation, we have selected Enterprise Accounting solution offered by CommSouth and have deployed a centralized solution integrating our offices in many countries. Using thier solution, we track all call records across our networks and one of the unique features is declaring Business/Personal calls, which ensures our telephone usage are optimized resulting in huge savings.
K.Venkateswar Reddy
Deputy Manager Technical - CYIENT
We use CommSouth's centralized solution which is connected to our Alcatel Telephone system. The solution support us in studying and analyzing the usage of our multiple offices, validate our telephone cost with service provider bills and helps us identify the excess billing resulting in significant savings. We are pleased with CommSouth and their solutions and services.
Masood Shaik Ahmed
Client Director-Dimension Data,India
I have worked with CommSouth on many projects and the team have been very supportive in addressing the requirements. Their turnaround time is excellent and their staffs are very knowledgeable and provide effective solutions.
Rajeev Kumar
National Business Manager
During the many years of engagement with CommSouth & their solutions, I had no worries in executing our projects in the areas of Enterprise Telephone Usage, Accounting and Management reporting. All projects have been trouble free. Having used other products I can say that the competition is nowhere near..
CRM Connectors
Telephony and agent state controls linked to your CRM. Customer profile pop-up on call arrival, click-to-dial and a unified agent interface both for telephony/ media control and your CRM.
- CRM Connectors for Oracle Siebel & Service Cloud, SAP, Microsoft Dynamics 365
- Screen Popup initiated by Finesse
- CTI based Toolbar
- CRM and Customer interaction Gadget inside Cisco Finesse
Cisco Finesse Gadgets
To increase performance and functionality for agents and also to improve inter-team collaboration for Cisco Finesse.
- Interaction History to show the last few interactions per customer or per agent.
- To show Customer profile to agent.
- Agent can attach multiple wrap-up codes to a call.
- Agent Guidance for scripted conversation guides for agents in- and outbound calls.
- Whisper - Supervisors whisper to agents during customer call.
- Internal Chat - Agents can chat amongst each other
- Attendant / Call Forwarding to see presence status of UC Users or CC agent.
- SMS to send an SMS to the caller while on call
- Call Parking to park a call and manage multiple calls.
Supervisor Tools
A complete administration interface to reskill agents, manage teams, contact service queues (CSQs) and CCX scripts.
- Team Administration & Reskilling for CCX
- Announcements & Business Calendars
- Supervisor Finesse Gadget
Chat & Chatbot
Helps to unify customer chats, Bots, Call center and CRM by conferencing them with live chat solution
- Customers (any chat channel: Facebook Messenger, Mobile or WebChat, SMS, Amazon Alexa, Skype, WhatsApp, Telegram, Viber, RCS, Apple Business Chat)
- Agents using a web app, a contact centre Desktop app (for ex Cisco Finesse) or CRM (Oracle Siebel, Microsoft Dynamics CRM, Oracle Service Cloud, SAP)
- Chatbots (IBM Watson Assistant, Microsoft LUIS/ Bot framework, Google Dialog flow, rasa.ai)
- Chat agent gadget embedded in Cisco Finesse, or it can run independently of any contact enter, as a basic live chat solution.
Customer Interaction
Track customer journeys across channels and can be used either with a contact centre, or by UC users on a CUCM using either Jabber or IP Phone services.Allows you to plan, execute and track any form of customer interaction and synchronise data with external sources via LDAP, such as your CRM, etc.
- Maintain Customer Profile and phone book.
- Link Customer profiles to Campaigns
- Schedule an automatic call-back for an abandoned call or other call outcomes
- Quality Assurance / Surveys
- Tagging, Wrap-up and Agent Guidance Script
- Integration with Cisco Context Services
User-Friendly - Fastidious - Swift
Dashboard
Customer tracking
System integration
Cisco gadgets
Supervisor tools
