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Going with the Flow




October 2017
NocTel's Call Center Solution
NocTel is proud to announce a brand new NocTel product: Flow!

Flow is NocTel's contact center solution designed with user needs and flexibility in mind to provide effective tools to operate an efficient, fully-featured contact center. 
 
Flow is entirely web-based for a consistent experience regardless of an individual's role within the contact center and provides granular access groups and teams to ensure operations are always at peak performance.

With integration to external sources like Salesforce or internal tooling, Flow can provide agents valuable caller information before and while they're engaged. Through Flow Reporting valuable operating insights can be generated dynamically and shared with the relevant audience including common contact center KPIs and customized reports to track target progress.

For more information about Flow check out Flow's page or email us for more details!

What Features Does Flow Offer?

  • High voice channel throughput
  • High active agent capacity
  • 100% web-based configuration
  • User group specific interface views
  • Custom Queues
  • Out of Box and Custom Reports and Dashboards
  • HD Voice Support
  • Wallboards
  • Queue Music on Hold and Caller Position Announcement
  • Pre-agent Menus (IVR)
  • CRM integration
  • Agent Skills and Proficiency Levels
  • Skills-based Automatic Call Distribution
  • Supervisor Tools and Dashboards
  • User Access Levels / Access Control Lists
  • Queue Overflow/High-Volume Support
Visit the Flow Feature page to see the complete detailed list. 

Flow Feature Spotlight - Reporting

Flow Reporting is uses a powerful reporting engine allowing users to create static and dynamic reports, dashboards, and even wallboards from nearly any data captured and stored in Flow. Reports, dashboards, and wallboards can be shared and exported in a variety of formats updating in real-time to ensure users always have current visibility to what matters. Regardless if you're only familiar with creating charts through Excel or have an entire library of macros under your belt, Flow Reporting is accessible to users of all technical proficiencies.

What's New with the NocTel Knowledge Base

We are continuing to add to and improve our online knowledge base. Recently we have added articles on Vertical Service Codes (Star Codes) and Adding Unsupported SIP DevicesVertical Service Codes are codes you can dial on your phone to access or use certain functions. There are codes for accessing voicemail, forwarding calls, and other useful options. The knowledge base has a complete list and covers how to use them. The guide on unsupported SIP devices can help you when adding SIP products that the NocTel team hasn't worked with first hand. We always recommend using the supported device but understand flexibility is important. Check out both of the articles at the how-to section at noctel.com/help.
Copyright © 2017 NocTel Communications, Inc., All rights reserved.


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