Operator Command Center

Empower agents with a full range of OCC tools, including call recording, individual agent consoles, skill-based routing and more.

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Manage people, technology and processes with a single-view platform

Looking to boost your operator efficiency? Hotlync’s OCC suite empowers your agents with a full bouquet of functionalities, including multi-module integration, call recording, access to complete guest details, skill-based routing and more.

Our range of features and benefits:

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    Never miss out on a single customer

    Set up notifications to send emails for when there are no agents available to take calls, issue call back requests and instantly alert managers to call center threshold breaches to avoid guest dissatisfaction.

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    Access multiple modules on one platform

    Hotlync’s OCC is built for improved efficiency and productivity, integrating multiple module widgets in one place for ease of access, so your agents can save time by avoiding switching between different screens and user interfaces.

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    Handle calls on priority with complete access to guest details

    With Hotlync, call handling has never been simpler! Prioritize calls on a system level, or let agents manually prioritize calls on queue, with quick and accurate directory search capabilities for all your guests’ details- including name, duration of stay, and VIP level, among others.

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    Create an audit trail for all your agent-guest interactions

    Ensure compliance in all your functions by recording and storing conversations between agents and customers through our on-premise solution.

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    Match work items based on operator skills

    Unlike other consoles, Hotlync allows for skill-based routing, ensuring that a work item can be assigned to an agent that is best suited to handle the request efficiently, based on their assigned skills.

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Are you looking for customer support? Please reach out directly to our support team: support@ennovatech.com

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