Telma › Contact center
When the team grows, nobody waits without anyone noticing.
Each team takes its calls in turn. The front desk sees who is free, managers see live who is talking, who is waiting and for how long.
Data hosted in Canada
What it fixes
"The front desk transfers without knowing who is free."
They see every colleague who is free, on a call, ringing or on do not disturb, and can announce the call before passing it.
"Customers are waiting and nobody sees it."
Live activity shows every call waiting, its position and for how long. It can run on a wall screen.
"The same agent always gets all the calls."
Calls are spread according to the rule you choose, with priorities per agent and per team.
"An agent on break still gets calls."
Each agent logs in, takes a break or logs out. The break waits for the current call to end.
"I can't help a new employee during a tough call."
Listen to the call, whisper advice the customer can't hear, or step in.
"I don't know how many calls we miss."
Calls received, answered, missed and average wait, today and by period.
Transfer to the right colleague the first time
During the call, the list of colleagues shows who is free, who is already on a call and since when. Transfer directly, announce first, or send to a team that has a free agent.
The call, the customer and their notes on one screen
As soon as it rings, the customer's record opens: their latest exchanges, your notes, their balance. The agent takes notes during the call, and they stay on the record.
Contact center tools, sized for a small business
- Team call queueseach team has its queue, its agents and its hours.
- Overflowwaiting too long? The call goes to another team, a group or voicemail.
- Agent statuslogged in, on break, logged out, visible to the manager.
- Listen, whisper, barge into train and support without interrupting the customer.
- Wall modelive activity full screen on the team's TV.
- Team chatone-on-one or team conversations, with everyone's presence.
- Performancevolumes, wait and service level, by team and period.
- Texts on the same screenactive conversations next to the calls in progress.
- Alerts, optionalan unhappy customer? The manager is notified as soon as the summary is ready.
Frequently asked questions
How many employees does it take to be useful?
As soon as two people take the calls of the same team.
Can an agent be in several teams?
Yes, with a different priority in each.
Do agents need to be at the office?
No. They answer in the browser or in the app, wherever they work.
Does the customer hear the whisper?
No. Only the agent hears the manager, until the manager chooses to step in.
How much does it cost?
It depends on how many people and numbers you have. Tell us about your needs and we'll suggest the right plan, with no commitment.
When you're ready