Инструменты для операторов Контакт-центра

Pros: Extensive functionality, a vast array of reports. The company itself is geared towards the development of new products to enhance the quality of service. A seamless integration of statistical data, disciplinary reports, and other reports. An intuitive platform for companies with a large customer base. Here, each client is assigned a personal agent, which is essential in the initial stages of working with the program. A complete automation of calls, recording, and archiving of all phone conversations is available. API integration is offered. Additionally, the cost of these services on the market is low. Cons: There is a lack of certain widgets when transitioning to a new agent's workplace. Though, this can be viewed as an advantage as it does not distract the agent during the call.

We’ve been working with Oki-Toki for over 5 years. It’s a superb service for implementing projects at a highly favorable price. Pay when you have staff, don’t pay when you don’t. We have implemented a large number of projects on the Oki-Toki platform. There are very handy widgets for tracking metrics and flexible settings. If you want to quickly launch a project that will run stably, I strongly recommend Oki-Toki. In five years we have never had a situation where Oki-Toki didn’t work for more than 4-5 minutes and that happens very rarely.

We've been working with Oki-Toki since 2018, discovered them when we were launching our online store. The service is incredibly flexible. Initially, we had a couple of agents, and we bought just 2 agent seats. Now the number of agents has increased - of course, we spend more too, but there are no "extra" or imposed charges. If you have 10 agents, you only pay for 10 agent seats. If you don't need, for example, a voice robot - you don't pay for it. If you need it - you connect it. However, a personal manager is available only at the connection and trial period stage. Overall, we are satisfied.

There are pros and cons in the system's operation. Overall, the impression is positive. Among the conveniences: a clear interface and browser-based operation, dialer capabilities. IVR is very well arranged. Creating voice greetings and scripts is pretty cool. On the downside: the agent's work interface is raw, there are some other improvements needed. A bit frustrating that many linked functions are found in separate sections. It would be good to have more hints. Overall, I'm more satisfied with the operation than not.