omnichannel interaction & payments platform
read more about Commpli below…
gdms
Cloud-based, back-end management with unlimited user access.
interactions
Supporting multiple concurrent customer interactions per agent.
speed
Robotic agent deployment, reducing the time agents spend listening to answer machines,
payments
Secure PCI DSS payments for your customers.
get in touch today
to find out how we can help!
Our web-based management tool supports all aspects of configuration and performance management.
Administration and manager access to the management platform is included in all the agent licensing model at no additional cost.
All options are permission based so that users only have the access they need.
scripting
Easily customisable agent scripting tool to support your customer journeys across all channels.
soft-phone
Soft-phone integrated; no need for 3rd party software.
api’s
API’s are available to embed all of our functionality into your own CRM.
payments
Supporting PCI DSS, OFCOM and FCA compliance, with self-pacing algorithms and compliant payment options.
features+
Access to all new functionality and upgrades as they become available at no additional cost.
interactions
Supporting multiple concurrent customer interactions per agent for maximum productivity within one single browser tab, rather than agents navigating multiple windows.
ivr’s
Configurable Inbound IVR’s to capture customer data and route to the right team or promote self-serve options such as payments.
speed
Robotic agent deployment, reducing the time agents spend listening to answer machines or running robot campaigns to generate inbound traffic.
dialling
Preview, Progressive and Predictive outbound dialling options, all fully blended with inbound calls and/or omni channel interactions.
file penetration
View a summary of your file penetration and how much of your data is fresh, in-progress or complete.
configuration
Configure your own data import formats and rules;
For example, what de-duplication rules do you want to use, what country do you want the phone numbers validated against.
dnc
Manage and maintain DNC (Do Not Contact) lists, with the option to set an expiry date.
call-backs
View and manage call-backs: incorrect use of call-backs can impact productivity and data penetration.
Set parameters on how these are controlled and have the visibility of the data to take action.
importing
Import files directly via HTTPS, or automatically via SFTP.
View the status and history of all previous imports by file and see how many records were imported successfully.
customise
Query and filter/pivot on your customer campaign data to drill down further with easy access to the live status of each record.
Is it available for dialling, already complete, due a call-back, reached max attempts, plus a summary of the activity to date.
configure
Configure your inbound routes, overflows, record and manage greetings, hold music and messages.
robots
Configure robot squads and instruction sets to be deployed within your campaigns to automate all or part of your inbound and outbound calls, with full outcome reporting available.
templates
Manage document templates for e-mail and SMS using merge fields within your campaign data, embedding links to our SafePay online payments.
agent access
Configure agent access: to campaigns via the scripter, queue memberships for inbound routing, and multi session handling for omni channel
teams
Teams are used to group permissions that can then be applied to individuals.
access
Configure admin access to the various areas of configuration, reporting and permissions within this – for example, being able to listen to a call recording and/or being able to download it.
kpi’s
Configurable KPI dashboard to view either by agent or campaign the cumulative performance for the day, or for a historic period with thermometer gauges to show performance to target.
wallboards
Users can configure their own wallboard views to monitor agent states/productivity, inbound queues, wait times, service levels, campaign data levels, and many other related metrics.
There are no limits to how many views you can set up.
campaign stats
Analysing trends via campaign stats – look under the bonnet to understand campaign performance: covering data, connect rate, contact rate, productivity and conversion.
record history
Drill down to single interactions with easy search and filter options and the ability to quickly view the details or listen/view the interaction (call and/or screen recording).
report exports
All reporting screens can be exported in a friendly format to excel, csv or pdf, including each call/interaction in our record history tool where you can add your own custom fields for export.
report centre
Our report centre provides a number of reports that you can schedule or run on demand, covering all areas of performance.
agent availability
Quick and easy access to audit your agents productivity/occupancy.
payments
access to all successful and declined payment activity.
feeds
Data feeds/API’s/webhooks available to integrate within your internal systems.
listening
Live listening via wallboards to observe quality practices, including an option to coach agents.
messaging
Communicate with your agents via our messaging tool – with the option to broadcast to all or selected agents.
Choose to send it immediately or delay until they are finished their current call or session.
recordings
Linked to our call/screen recording, configure your own quality scorecard templates and score the call as you listen to it.
embed
SafePay link to pay can be embedded within your communication providing the customer a unique link to pay securely online.
privacy
Agent guided DTMF payments, where the customer stays on the line and the agent talks them through the secure payment process.
These can be one off card payments or continuous authority regular payment plans.
automation
Self-serve IVR (Interactive Voice Response) payment lines covering full ID&V and payment authorisation.
get in touch today
to find out how we can help!