California-based open-source VoIP consultancy company CallFire.com announced a new agent interface with a new set of features that offers a cleaner, more professional look and functionality for businesses and organizations of any size looking for an agent system. 

The set of new features will assist any call center or customer relationship management, or “CRM,” company with a sales team that continuously strives to improve sales results and its operational system.

With the new “Tab” feature, tabs give users the ability to store an agent’s history to see previous calls and actions, in an excel spreadsheet that an agent can view. This way, if a sales agent, while speaking to a customer, needs to re-visit a site, view a previously call or search through a list, using the Tab button gives an agent the ability to do so while simultaneously speaking to a potential or existing customer. 

In the “Script” feature, an agent’s campaign manager can write a draft for an agent as a way to assist them with calls to potential or existing customers. Callfire (News - Alert) officials said that this allows agents to be consistent with their customer contact, and never forget important details. 

When an agent is on a call, a thought or question may come to mind that the agent would like to ask his or her manager at a later time. Rather than trying to remember it, the “disposition” field allows agents to make notes and ask questions. 

This new interface including a free text field for general disposition notes as the previous version, but it now offers functionality in adding additional questions and compiling results, making gathering statistics easy for administrators, Callfire officials said. 

While an agent is on a sales call, the “Connected Box,” enables personal information about the caller to be displayed. This way, any information a sales agent, or administrator, would want to know about a potential or existing client, including past purchases, contact information, company and phone number, are all showcased as they would be in an excel spreadsheet. However, having the information readily available on the screen offers flexibility and accuracy for each call. 

If an agent needs to pass on a customer to another agent, for specific request, past agent-customer history or for any specific reason, the “Call Transfer” feature facilitates the ability to pass a call from an agent to another agent.

Often, when a sales agent is making the rounds of calls to customers, not everyone picks up, every time. With the “SmartDrop” feature, agents can leave pre-recorded messages when an answering machine picks up in lieu of a live person. 

“This allows users to save time that they would have spent leaving individual messages,” company officials said, adding that, for users that choose not to use answering machine detection, the moment they hear an answering machine, they can click SmartDrop and move on to the next call, leaving a pre-recorded message.

If, and when, a system user is ready to move to another caller, the “Next Call” option allows an agent to immediately hop on another line to another person. In piggybacking this feature, the “Report an Issue” button is used when any agent experiences an issue using the cloud call center.

Finally, while not directly part of CallFire’s new agent interface, the company also announced that call recording is now available for standard and pro campaigns. If a user selected the standard or pro option, administrators have the option to record all calls, giving them a chance to check up on agent performance or verify the content of specific conversations.