Rather than overwhelming you with lengthy promises and aspirations, we have reflected on the good achievements of this year, both for our existing and potential customers. We have tried to organize and provide detailed links to this wealth of information.
The aim of this “Magnum Opus” is not so much to revive memories but to inspire your faith and confidence. We also assure you that we work from Monday to Friday, 10 to 18, to fulfill your sometimes unusual desires.
Articles and Notes
We have posted on our blog 26 articles, guides, and notes, along with several short training videos. I will let the resources speak for themselves – follow the link to explore, we have done our best 🙂
Agent’s station
We launched this module in the past spring. We improved and refined it through several complex approaches. Here are the main components we worked on this past year:
- We’ve significantly enhanced performance for large contact centers (more than 200 agents). Sure, there’s still some room for improvement, but it’s already quite stable;
- We have added hints and notifications (tips on troubleshooting headset issues, managing pop-up windows, and connection problems) in order to increase your agents’ independence when getting acquainted with and working with the system;
- We’ve improved the informativeness of call logs by including all necessary data about the call and removing unnecessary details;
- We have added a feature to track an agent’s call and status statistics during a session;
- Management of on-hold calls and conferences has been revamped.
- Added the ability to set up a personal ringtone and adjust volume levels for alerts on the agent’s console.
CRM
In 2020, we began transitioning the last and arguably most complex module in terms of the mechanics – CRM – to a new interface:
- We’ve developed a new conversational script, available upon request for BETA testing. Transferred all vital features, abolished outdated ones, added new functions and gimmicks, and also prepared a “platform” for brand-new exciting developments. They’re just around the corner, so stay tuned for updates next year!;
- Moved the massive import to a new interface and expanded it adding bulk import to the lists and manual mass upload of audio recordings to the cloud;
- Transferred the setting of conversation scripts (questionnaires), this section has been tested and corrected, access to it will appear shortly;
- In January-February, we are hopeful to complete the transfer of the entire module and gradually retire the “green interface”.
Reports
The goal for this year was to enhance report informativeness and stability for exporting voluminous data, as well as the introduction of new tools – “Reports” and “Conversation Quality Assessment”.
- “Agent Performance Assessment” is currently in beta, but will be launching at the end of January. You can participate in testing right now;
- We’ve created new reports for managers and clients named “Dashboards”. We’ve been nurturing this idea for a while, preparing the ground and developing the concept for even longer. It’s a new approach to statistical reporting with tremendous potential (as far as it can be tremendous in terms of reporting). We could discuss Dashboards for a long time (honestly), but I recommend you experience them for yourself by going here;
- We’ve added useful filters to various reports, which we and our clients have dreamed of for a while, such as: an event filter for the integrations event report; an import number filter where it will be useful; we’ve also added sorting from oldest to newest/newest to oldest in the call log.
Integrations
We’ve simplified working with other services – significantly reducing the number of actions when creating projects and facilitating the development of new integrations.
- Integration with AMO CRM – We have implemented popular requests in a full-fledged integration with AMO. In just a couple of minutes, you can set up a full-fledged link between our systems!;
- Integration with Bitrix24 – we finally got around to this important integration for many clients. At the moment, it is being tested, but it will be launched very soon and will quickly start gaining capabilities;
- Integration with SalesDrive – another CRM system. The integration is not as flexible as with the previous systems, but it has almost everything that can be done with SalesDrive using API;
- API – We have “tidied up” our documentation and moved it to the interface.
Ticket System
This year, we have put a lot of effort into the ticket system to bring it to the form we have been imagining for a long time.
- Conferences – a call between the customer and the technical support agent directly within the ticket, with or without screen sharing;
- Implementation of KPIs for our agents which include disciplinary accountability for “forgotten” tickets, automatic ticket distribution among staff, and strict status management. Our technical support team has already effectively adapted to these enhancements;
- The ability to create a screenshot directly from the ticket;
- A global message from Oki-Toki in the ticketing system about system breakdowns, implementations, or planned works.
We’re not simply providing a convenient tool for contacting our technical assistance. We’re developing a ticketing system as a comprehensive product for other businesses interested in a robust solution for handling customer interactions right out of the box. I’ll discuss this in detail in an article that will soon follow this one, so stay tuned for updates on our blog and in the Oki-Toki news 🙂
Optimizations and enhancements
- We’ve revamped our telephony module (ACD). This has allowed us to reduce the load on our servers by 20-30%, effectively increasing the number of calls per minute that a single server can stably handle (we’re currently at about 5-6 thousand calls per minute).
- We’ve painstakingly debugged and combed through the code in several stages, as a result reducing the load on the agent’s computer and decreasing the system’s computer requirements;
About the plans
Next year will bring even more developments, implementations, and improvements. As our team expands and our ideas grow bolder, we’re always haunted by the thought that we’re developing the product too slowly, even though we’re accomplishing more than we plan. Here’s what we’ve already got lined up:
- Entering the European market (technically, we’re already there);
- Saying goodbye to the old interface;
- Evaluating the efficiency of agents by using KPIs will shortly replace disciplinary rules and reports.
- The “Business Process” widget in the new agent workplace (for those who haven’t worked in the old space – it’s a window with the history of the last forms used by the agent, the possibility to interact with them and a search across every system for a required form using dozens of filtering options)
- The launch of a full-fledged CRM system on a new engine, along with the development of a series of important and useful reports for it;
- “Knowledge Base” – a handy update allowing you to find answers to your questions without the need for tech support. Answers to your questions will be placed right where you need them;
- A new dashboard for real-time contact center monitoring.
On behalf of Oki-Toki, let me extend my congratulations for the upcoming New Year! Wishing everyone even more perseverance, motivation and robust health. Everything else will fall into place 🙂
Stas Luchkin
