Attendant Console

Imagicle Attendant Console is the operator console solution that simplifies and improves the handling of incoming and outgoing calls for all operators. With an easy to use interface, it allows you to perform any action in a click, saving you significant working time thus increasing your productivity. What about answering? Easily monitor the calls in the queue, decide which call to take based on your priority, then just click on the call and that’s it! And there’s more: when an incoming call comes in, you can always welcome your customers by name and make them feel even more welcome, as Imagicle Attendant Console lets you see the contact’s name, number, and photo thanks to the Caller ID feature. If you need to forward the call to a colleague, you can check from your directory if they’re available (in the meantime, put your current calls in parking so the waiting will be a pleasure for the customer), and then you can take back the call or directly forward it to your colleague with a simple drag & drop.

How many times have you needed to forward a call, but weren’t able to connect with your colleague? Thanks to Microsoft 365 and Exchange calendar integrations, you’ll be able to know your colleagues’ availability in a blink, thus achieving perfect interoperability. An easy to read calendar icon is available on the contact square, showing you a color that explains their availability. And, if you then go with your mouse over the calendar icon, a popup will appear with the full timing list, so you can easily understand which is the best time to reach them.

Silent Monitoring and Whisper Coaching are must-have features for your supervisor to help operators in their job and improve performances.
Silent Monitoring allows supervisors to monitor the agent’s work in real-time during customer interaction:

• Monitor performances to meet quality standards;
• Improve agent performances; Increase customer satisfaction;
• Identify areas to be improved as well as best practices for targeted training.

Whisper Coaching is the perfect feature to monitor the agent’s work and help them in real-time:

• Recommend a different course of conduct while talking to customers;
• Address complex problems more easily;
• Instruct and train your agents via live training;
• Optimize time and training costs

Imagicle Attendant Console perfectly integrates with your personal and company directories to speed up operators’ jobs, save time, and obtain extra features.
Stop using excel sheets to save your contact. How many times does it happen to forget a contact to be saved? Or when you need to find an urgent contact to share in a phone call, it’s boring to wait.
Thanks to the integration between Attendant Console and Contact Manager you can save all your contacts coming from different directories and have all of them in a single place: from Exchange, Outlook, Salesforce, or in any other database.
How about adding or modifying a contact? It’s easy and fast even while having a phone call.