Advanced & customizable enterprise phone solution

Get the most out of your call center. Dave offers features that help large agents and brokers thrive. With dedicated supervisor and agent applications, you can monitor calls, evaluate efficiency, and make sure your agency is running as smoothly as possible.

Contact Center

Agent Features

Supervisor Features

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Dave Contact Center

Simplify and enhance your call management

Dave's Contact Center helps you increase efficiency in the workplace and transform how your agents operate. Get the insight you need with in-depth reports and see agent activity levels in real time or over a selected period.

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AgentS & Supervisors

Better Monitoring for Supervisors. Higher Productivity for Agents.

Dave features dedicated agent and supervisor applications for your call center. The Supervisor Edition enables real-time monitoring of Agents and Queues, tracking agents’ performance, and generating comprehensive statistics reports. The Agent Edition provides agents with the right tools to maximize productivity and improve customer experiences.

Agent Features Supervisor Features

CONTACT CENTER

Real-Time Agent Monitoring Unlimited Queues (ACD)Dialer Monitor Campaigns Queue Statistics & Reports IVR Statistics Online Self-Care Additional Features

AGENT EDITION

Overview Agent Status & Efficiency

SUPERVISOR EDITION

Overview Full Control & Monitoring over calls & Performance Detailed Status Overview Additional Features

Dave Contact Center

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Real-Time Agent Monitoring

Ensure that your call center workforce is effective, successful, and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on active calls and identify problems quickly. Use “Whisper” to speak with the agent without the caller knowing, or use the “Call Barge” feature to speak with both agent and the caller.

Unlimited Queues (ACD)

The Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can adequately address the caller’s needs. Capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging, and more!

Advanced Dialer

Dave's licensed dialer feature lets you import data lists with one click. Maximize your agent's productivity with screen pop that displays caller info before the call. Set up custom campaigns and connect them to the dialer for even more functionality and easy lead tracking.

Monitor Campaigns

See a complete list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections: Calls, Agents, and Contacts.

Queue Statistics & Reports

Real-time queue statistics offer an in-depth insight into agents’ activity and queue traffic. You have access to inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered, and total calls. See visual reports or export the data as a PDF or CSV.

IVR Statistics

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of reports: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. You can filter each report by Date Range, IVR, Called Number, Caller ID, and Destination.

Online Self-Care

Cut down your support cost and create a better experience for your customers with iPBX’s online self-care portal. Users can access their dashboard and reports through the online self-care portal, check their voicemails, and change Enhanced Services.

Additional Features

Secure Voice

Dave's Call Center edition dramatically increases security by encrypting your calls using TLS (Transport Layer Security) and SRTP (Secure Realtime Transport Protocol) protocols. Dave also supports Let’s Encrypt SSL certificates.

Activity Log

You can now track each user’s date, time, and activity to improve time management and increase productivity. Knowing who accessed various files and made changes on the server can increase security and give you a greater insight into how your business operates.

Recordings

Easily set up call recordings for all extensions and access them via a web browser. Improve security, customer satisfaction and raise your service quality by playing back and analyzing the call records.

Statistics

This feature allows you to access daily or monthly call statistics with ease. You can filter the statistics by the date, caller, and callee number. Gain insight into the extensions statistics, such as who and when has made a call, the total and average call time, the number of answered and missed
calls, and more. Use the graphs to display your call statistics data in a meaningful and easy-to-understand manner.

Data Cloud Storage

iPBX integrates with Amazon S3, Google Drive, Dropbox, and FTP. You can automatically store voicemail, fax, and call data records and keep them safe in a remote location.

Powerful Speech to Text

The iPBX’s voicemail system integrates with Google Cloud Speech-to-Text and IBM Watson (STT). Get text transcriptions of your
voicemail messages sent to your email.

Agent Edition

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Agent Overview

Boost Contact Center Agents’ day-to-day efficiency. Harness advanced Unified Communications capabilities with all the communication tools you need to drastically increase the productivity of your Contact Center or Call Center. Get an agent-optimized interface with features that are easy to use and boost efficiency.

Agent Status & Efficiency

Allows agents to know who is available and if a call can be placed. Decisions can be taken quickly, such as forwarding a call to suggesting a callback using dispositions.

Supervisor Edition

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Supervisor Overview

Monitor Agents and Queues in real-time, with insights into Agent performance through advanced statistics. Unify your Communications capabilities with all the tools needed to drastically increase the productivity of your Call Center or Contact Center.

Full-control and
monitoring over
calls & performance

Real-time agent monitoring and statistics. You can see graphs in real-time, check agents’ performance, configurable thresholds for different alerts (service level, paused agents, etc.), see which agents are logged in, on pause, with who each agent is talking to, and much more. You can monitor ongoing calls in real-time: inbound, outbound, queue calls, etc.

Detailed Status
Overview At a Click

With Communicator’s Supervisor Edition, the Wallboard module shows your call center’s activity clearly! Knowing what is going on is crucial to call center managers to be able to make on-the-fly decisions and organize for the future. With the wallboard module, you can see the status of every agent and each queue.

Additional Features

Control Cost

Reduce your Call Center operations costs by 33% with Communicator. 11890.ie was able to reduce the number of agents by a third and maintain the same output. Let Communicator work its magic for you too.

Improve Service

Having the ability to shift resources to the areas needed to ensure minimal hold time and fewer abandoned calls.

Control Load & Quality

The wallboard allows you to make a calculated decision. Know which queue to allocate resources to when the demand is there!Build quality over time with the ability to assist agents and be present at all times.

Boost Revenue

Your Call Center generates through effective management, workload distribution, and quality of service. Ultimately this results in
keeping customers and revenue.

Keep In Contact

Inside the Wallboard module, a supervisor can simply click on an agent and select the desired function: listen to the call the agent is active with, instant message them, take the call and transfer it elsewhere, or log out the agent who forgot to do so when leaving for the day.

Headset Support

Communicator works out of the box with over 100 headsets from industry-leading brands. Some headsets from manufacturers such as Jabra and Plantronics offer advanced functionalities – allowing you to answer, hold, mute, or hang up a call using the headset buttons. Setting up and using your headsets is easy. Your clients will be happy, and so will you.

CRM Integration

Communicator integrates with Salesforce, ZOHO, MS Dynamics, SugarCRM, Zendesk, Bullhorn, vTiger, Pipedrive, SuiteCRM, Hubspot using their REST or SOAP API. Proprietary CRMs can be integrated with Communicator as well using our CRM SDK. This feature provides access to CRM contacts and leads, Caller ID detection, support for uploading Call logs and Recordings, and more.