Caller ID and client details pulled from your CRM or ERP system, matching the inbound caller’s phone number, displayed instantly so staff know exactly who is calling and any important client notes/contact history can be displayed to better service the customer in a more efficient manner.
Engagement Manager allows owners, managers, or anyone responsible for oversight and coaching of your teams who rely on phone communications to easily see breakdowns of Call history, Call volume per day based on teams or individual (inbound vs outbound), Missed calls or opportunities, and much more!
Receive detailed call reports featuring any of our available charts, as well as call history views, and have them delivered automatically via email on a desired frequency. All reports and data within illia can of course be pulled live directly from the web application at any time, if automatic deliver is not preferred.
Data flows both too and from your CRM or ERP database. This is an advanced type of integration that can not only query your database to find matching records for ‘Screen Pops’, but also has the ability to push notes and create new contact records within your CRM/ERP. This means less time required for staff to log activities post-call, and results in more consistent and accurate database.
Provides not only a name, but also location associated with the Caller ID, this information is combined with any data from matching records within your system to provide a detail rich pop up upon inbound calls being received.
Telephony is a primary way many organizations run their business and sales. If you are missing calls, you may be missing opportunities and losing revenue. Our missed-call notifications make it obvious when a missed-call occurs, allowing that staff member, or even management, to quickly follow up.
Time is money in business. More efficient staff are able to get more done and provide better customer service, help your team remove the bottleneck of logging their activity in a backend system so they can focus on handling client needs and assisting the business on its core objectives instead of more administrative tasks.
Being connected directly with your hosted phone service allows us to accurately disposition a call. Management can see all active calls on the system to know who is live on a call, as well as if that call is inbound or outbound, a client or non-client, and even if the call is still active or if it has disconnected. Full transparency from management down to end users.
Zero technical expertise or API knowledge required to implement or utilize illia. Additionally, minimal user training required. Users are typically up and running within 24 hours, many of which require little, if any help to effectively use this integration.
Management can even view any ‘live’ active calls in real-time so they can assist teams wherever needed. From there, if the employee needs coaching tips whispered live (client cannot hear), or even full intervention from a manager, it is easy to find that live call to quickly assist.
More intuitive and easier to understand key metrics at a glance, without digging into spreadsheets or report files
All data points captured from call metrics are tracked in visual charts that are easy to understand, customizable, and can be automated for periodic delivery via email.
No need to download or install any applications for this to function. This also means you can login on any device, anywhere you have internet access.
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