Noojee Features

 

Noojee’s high performance call centre software features offer compelling capability that ensures your team is working effectively together to provide an exceptional customer experience, and exceptional sales results.

 

Inbound

Call prioritisation

Prioritise your important customers across your entire call centre based on caller id, direct In dial or the caller's account status.

Position in queue

Notify the caller of their position in queue and/or the estimated wait time.

Screen pops

Display a caller's key details before the call is answered and pull their account details from your CRM as the agent answers a call.

Customised messages

Customise the business message played to each queue, and use ad hoc messages to notify clients of specific events/incidents as required.

Voicemail

Let your customers leave voicemail for agents or a group mailbox if they are unavailable.

Call portability

Place calls on hold, mute, conference or transfer as you need to, to give your customers the best possible service experience.

Call prioritisation

Prioritise your important customers across your entire call centre based on caller id, direct In dial or the caller's account status.

Position in queue

Notify the caller of their position in queue and/or the estimated wait time.

Screen pops

Display a caller's key details before the call is answered and pull their account details from your CRM as the agent answers a call.

Customised messages

Customise the business message played to each queue, and use ad hoc messages to notify clients of specific events/incidents as required.

Voicemail

Let your customers leave voicemail for agents or a group mailbox if they are unavailable.

Call portability

Place calls on hold, mute, conference or transfer as you need to, to give your customers the best possible service experience.

Advanced call routing

Skills based routing

Intelligently route calls directly to an appropriately skilled agent every time.

IVR

From simple voice menus to complex systems that interact with your database or CRM, our smart IVR solution directs your customers to the right agent to achieve first call completion.

Automated queue overflow

When your main team is busy a backup team is dynamically added to the queue until service levels are restored.

Skills based routing

Intelligently route calls directly to an appropriately skilled agent every time.

IVR

From simple voice menus to complex systems that interact with your database or CRM, our smart IVR solution directs your customers to the right agent to achieve first call completion.

Automated queue overflow

When your main team is busy a backup team is dynamically added to the queue until service levels are restored.

Outbound

Preview dialer

Check customer details and history before choosing whether or not to place the call.

Predictive dialer

Reduce the idle time between calls by predicting the optimum time to dial the next number in advance so a new call connects as soon the agent finishes the previous call.

Power dialer

Dial multiple numbers and connect the first call that answers.

Call scripting

Use on screen scripts and objection handling to help agents handle calls effectively. Data capture tools allow any information to be edited and added to quickly.

Schedule callbacks

Automatically set callbacks when there is a busy signal or no answer, and schedule customer requested callbacks to be directed to to the original agent.

Outbound caller ID

Each campaign can have a different caller ID, allowing a local number to be presented which can increase the answer rate.

Send followup emails and SMS

Agents can send emails or SMS with merged lead details with a single click whilst on a call.

Action dispositions

Automatically trigger events to occur such as an email send or information pushed to a CRM database.

Lead injector

Noojee's API lets you automatically add leads into the dialer from external sources such as a webform, allowing you to call the lead while your company is still fresh in their mind.

Preview dialer

Check customer details and history before choosing whether or not to place the call.

Predictive dialer

Reduce the idle time between calls by predicting the optimum time to dial the next number in advance so a new call connects as soon the agent finishes the previous call.

Power dialer

Dial multiple numbers and connect the first call that answers.

Call scripting

Use on screen scripts and objection handling to help agents handle calls effectively. Data capture tools allow any information to be edited and added to quickly.

Schedule callbacks

Automatically set callbacks when there is a busy signal or no answer, and schedule customer requested callbacks to be directed to to the original agent.

Outbound caller ID

Each campaign can have a different caller ID, allowing a local number to be presented which can increase the answer rate.

Send followup emails and SMS

Agents can send emails or SMS with merged lead details with a single click whilst on a call.

Action dispositions

Automatically trigger events to occur such as an email send or information pushed to a CRM database.

Lead injector

Noojee's API lets you automatically add leads into the dialer from external sources such as a webform, allowing you to call the lead while your company is still fresh in their mind.

Reporting and integrations

Call recording

Record and store calls for quality assurance, training or to allow for voice signature capture.

Call monitoring

Listen to live agent calls for quality assurance and training purposes even when they (or you) are working remotely.

Realtime reporting

Live monitor every call and agent along with detailed agent and queue metrics such as service levels, abandonment rates, wait times, calls in queue, agents status and more.

Integrations

Noojee's extensive API allows for simple intergration with other systems such as CRMs. Data is easily pushed or pulled from our system ensuring that your team always has the most up to date information.

Call recording

Record and store calls for quality assurance, training or to allow for voice signature capture.

Call monitoring

Listen to live agent calls for quality assurance and training purposes even when they (or you) are working remotely.

Realtime reporting

Live monitor every call and agent along with detailed agent and queue metrics such as service levels, abandonment rates, wait times, calls in queue, agents status and more.

Integrations

Noojee's extensive API allows for simple intergration with other systems such as CRMs. Data is easily pushed or pulled from our system ensuring that your team always has the most up to date information.

You want the Noojee.