With Helios, you can transform your cloud phone system into a multi-channel, cost-effective contact centre that ensures operators are well equipped to provide your customers with the best possible service.
With Auto Attendant, you can automatically transfer callers to an extension without the need for an operator or receptionist. It’s easy to create a library of recorded greetings and instructions, and up to 100 individual menus and sub-menus, which can be applied to specific phones.
Recordings can be made separately and uploaded to Helios. They can be recorded from a network telephone or through our state-of-the-art text to speech module, which generates a female voice.
Intelligent, skills-based call routing helps your contact centre agents deliver a consistent customer experience in the face of fluctuating demand and fixed resources. It ensures that wait times and resolution times are minimised, and that customers are quickly connected to the right people in the shortest possible time.
Call Recording gives you the option to record external or internal calls on specific company phones. For each phone, you can choose to record all calls or a defined number of calls, and whether these are external or both internal and external calls.
Recordings are stored securely online for six months, but auditable records are available indefinitely. There is also a facility to ensure that recordings are not altered or tampered with after downloading.
Call Queues hold incoming calls if there are no agents available. You can create up to 50 call queues and play music to a waiting caller, as well as:
Service Finder is a free app for your Windows PCs that gives you fast access to Helios call features, including:
Wallboards can be added to the Call Group function. They display real-time call statistics on wall-mounted Plasma or LCD screens, enabling Call Group members to monitor and respond to real-time performance issues. Reports can be viewed as a group total and split out by team member, and include: