CallFire

CallFire’s new agent interface and feature set offers an enterprise level look and functionality for businesses and organizations of any size.

Here is a detailed view of the new agent interface.  The features have been outlined in a variety of colors, and will be explained individually below.

Tabs

Tabs are location in which URLs stored in the excel spreadsheet can be displayed for agents to see.  If the administrator included columns with a company URL, or a CRM url for each entry, these will be displayed in tabs at the top of the agent interface.  Agents can view the tabs while speaking on the phone, and will increase their knowledge of the party they are speaking to.

Script

Scripts can be provided for agents to assist them with their phone calls.  The campaign administrator has the ability to compose scripts for agents to read during each call. This allows agents to be consistent with their customer contact, and never forget important details.

Disposition

The disposition field allows agents to easily make notes and ask questions.  The new agent interface includes a free text field for general disposition notes as the previous version, but it now offers functionality in adding additional questions and compiling results, making gathering statistics easy for administrators. These can be multiple choice questions with customizable options or short free text questions with an open response.

Connected Box

The connected box enables personal information to be displayed for agents to see while they are on the phone. The box contains all the information that is in the excel spreadsheet used to upload numbers.  Any information the administrator wants agents to see will be its own column in  the file.  A few likely uses for this field are name, company, and phone number. Any type of information the administrator finds useful for agents to see can be included accordingly.

Call Transfer

Call transfer facilitates the transfer of a call if an agent needs to pass on a customer to another party.   If an agent wishes to transfer a phone call at any point, they can enter a phone number and transfer the call to anyone at any time during the call.

SmartDrop

The SmartDrop feature lets agents leave a pre-recorded  message when an answering machine picks up.  This allows users to save time that they would have spent leaving individual messages. For users that choose not to use answering machine detection, the moment they hear an answering machine, they can click SmartDrop and move on to the next call. This will leave a pre-recorded answering machine message on that machine.

Next Call

The next call button is used when a user is ready to move onto a new call.  There was a next call button on the old interface, and it still has essentially the same purpose.  Once a call with an individual is complete, hit next call to reach the next person.  It is also essential to press the next call button after using the SmartDrop feature.

Report an Issue

Agents should use the report an issue button if a user is experiencing an issue while using the Cloud Call Center.  Reporting an issue right when there is a problem is extremely important for troubleshooting.

Call Recording

Call Recording is now available for all Standard and Pro Campaigns.  While it’s not part of the agent interface, a new feature launched with the updated Cloud Call Center is the option for Call Recording. If either the Standard or Pro options are picked, administrators have the option to record all calls, giving them a chance to check up on agent performance or verify the content of specific conversations.

Developers, if you’re like most people and just getting started on your CallFire dating app that was originally due tomorrow, 11/11, you’re in luck!  The deadline has been extended until Monday 11/16 to help people like you!  Same contest, same rules, just new date.

Today, CallFire is announcing a new developer challenge.  The contest is to use any of CallFire’s APIs to develop a dating application, and the winner will win an new Amazon Kindle.  VP Buisness Development, TJ Thinakaran speaks to welcome all developers to the challenge:

Here are the details:

Applications should be submitted here. You must read the rules and regulations outlined here. The best resource for accessing the APIs is the CallFire Developer Wiki. Contact support@callfire.com or send a tweet to @callfire if you have any questions or need assistance with your creation.

This past weekend, the CallFire team attended Opportunity Green, a conference where leaders and executive in the “green” space collaborated, shared ideas, and discussed sustainable practices.
CallFire was there to share information regarding how call centers can be made more environmentally friendly.

Businesses and organizations can use our Cloud Call Center to hire employees or volunteers that can work out of their homes instead of commuting into a traditional call center, and creating pollution. The conference itself was extremely environmentally friendly, with each attendee receiving a Kor water bottle, and filling stations from Everpure located throughout the conference area. Food served for lunch was organic from Organic to Go and Whole Foods, and all of the plastic was biodegradable. The non-dairy coconut icecream from Coconut Bliss was a highlight of ours!

The green perception of CallFire was well received at the conference, and we made some good industry connections. Organic fair trade chocolate from Sweet Earth and Shaman attracted people to our booth, and the telephone number listed on the plantable seed paper band was an ice breaker into what CallFire does. The number on the paper gave attendees a chance to win an ipod nano. One lucky winner would call the number and find out that they were the winner. The number was one of the toll free numbers that CallFire sells for the Call Tracking/Call Forwarding product. This lead into discussions about CallFire as a whole.