What’s New in Version 1.5
Whew! We had a great time implementing some of the new features in version 1.5 of Fenero Contact Center. Here’s a summary of all the enhancements rolled up in this exciting new version.
Launch of Amazon Route 53
We are now running our Domain Name System (DNS) using Amazon Route53. Route 53 is designed to be fast, easy to use, and cost-effective. It answers DNS queries with low latency by using a global network of DNS servers. Queries for the https://cloud.fenero.com domain are automatically routed to the nearest DNS server, and thus answered with the best possible performance. With Route 53, we can create and manage our public DNS records automatically with an easy-to-use API. It’s also integrated with other Amazon Web Services we are utilizing to power Fenero Contact Center.
Support for Live Customer Chat
One of the major features available in version 1.5 is built-in support for live customer chat queues. Our support for blended live customer chat queues enables you to deliver web-based chat support
for your customers.
Unlimited Customer Chat Queues
There are no limits on the number of live chat queues you can create. Each queue can have its own settings, such as company logo, queue name and title shown to visitors, pre-chat surveys, and much more.This allows you to represent any required brand image on a per-queue basis.
Unlimited Agent Operators
Unlike other options available in the market, there are no limits or licensing fees based the number of agent operators in your chat queues. Create as many as you would like without concern for paying individual user licenses.
Pre-chat surveys allow you to control whether visitors are taken directly into the queue after clicking on a Chat Now button or if they should fill out a pre-chat survey. You can also control the fields that appear in the pre-chat survey such as the visitor’s name, email address, etc.
Prevent Bothersome Bots
A CAPTCHA (Completely Automated Public Turing Test To Tell Computers and Humans Apart) “is a program that protects websites against bots by generating and grading tests that humans can pass but current computer programs cannot”. Fenero Contact Center allows you to specify whethervisitors are required to enter a valid CAPTCHA before being sent to the queue.
Dynamic and Customizable Buttons
Fenero Contact Center provides you with the code required to simply copy and paste to your website. You may provide any valid URL path to an image you would like to display as your Chat Now button, and generate a dynamic
button for use.
Pre-defined messages lets you setup a list of common responses for your customer service agents. You simply enter any pre-defined verbiage you would like to allow agents to select from and add it to a list of canned messages.
While CAPTCHA is great for combating automated systems, it isn’t too great at combating humans. Our Banned Visitors feature allows you to block certain visitors from chatting with your agents, such as known prank visitors or individuals who have shown a history of harassment.
Enhanced Disposition Functionality
You can now “trigger” certain actions to occur on a per-disposition basis. Supported triggers include sending an email, copying the lead to another list, or calling a Web-based URL and passing all lead data along in the URL. For example, if you would like to receive an email every time a call results in Do Not Call, simply setup a disposition trigger and enter the email address you would like to send the notification to.
If you’re running a dialing campaign and would like the system to stop dialing a certain subset of your lists in real-time, simply create new disposition “quotas” to handle this. For example, if you have a list of 1,000 records in different parts of the country and would like to stop dialing certain locations based on meeting a specific “quota” (such as total sales), you could create a quota for this rule based on any field in the list.
Control Disposition Popup on Call End
In previous versions of Fenero Contact Center, agents were automatically taken to a disposition screen when they clicked the End Call button. This prevented them from completing any post-call data entry using the built-in Interaction Form. In version 1.5, you can now specify how you would like the system to react. It could now simply end the call and maintain the state of the application without taking the agent to disposition, and allow the agent to decide when the disposition window appears.
Bulk Assign Users to Queues and Campaigns
Previously, users had to be assigned to campaigns and queues by navigating to their profiles, one-by-one, and selecting queues and campaigns from a dropdown. In this version, users can be assigned to campaigns, inbound queues, email queues, and live chat queues in bulk using the new Users tab found in each of the respective apps.
Manage Users by Teams
In the past, you could only view real-time stats based on specific campaigns or queues filtering. Now, you can create teams of users and view real time data based on these teams. It helps supervisors on the same campaign, for example, only view real time information for their agents vs. all agents assigned to the campaign.
New Realtime Stats Functionality
The Realtime Stats app has been updated to display not only selected campaigns and queues, but also teams of users, specific chat queues, and real-time chat activity in the system.
Streamlined Management of Prompts and Messages
Primarily a back-end improvement, prompts and messages uploaded or recorded in the system are now automatically replicated across all servers in the farm. If your organization has a global footprint, this process ensures that all system sounds are available to callers from anywhere in the world.
Manage Hours of Operations by Timezone
When specifying your hours of operations for all campaigns and queues, you may now indicate which timezone the hours should be primarily based on. This helps guarantee that customers can be serviced using hours based on the timezone of your program’s requirements.
List Management Features
You can now create administrative accounts for your TCPA-compliant programs, which disables all auto dialing for programs managed by these administrators. With support for importing wireless DNC numbers directly into the system, you can now support rubbing against any wireless numbers previously identified as such.
Secondary lead sorting options
Primary lead sorting has always been available and allows you to sort leads based on timezones, least call counts, latest call time, and much more. This release supports a secondary lead sorting option that allows you to further control how records are dialed.
Update lead priorities in real time
If you have already dialed against a list, and would like to give certain records within that last priority over others, you can now update the priority of these leads in real time.
Support for Customer-Specific Custom Reports
We can now build customer-specific custom reports into the system that is only available for that particular customer – who can then control who within their organization has access to the report.
Paid Support Plans
Due to the high demand for Fenero Contact Center, we have developed two levels of support along with this release – a Free support plan and a Paid support plan. For more information, please review our Support Plans article.