Orangeline

Orangeline Software System:

• Easy adaptation in small, medium and large enterprises.

• Full automation of Customer Service Departments and Call Centers.

• Ensuring coordination between different sections.

• A single platform that integrates various modules.

• Data Collection for success business development.

Omnichannel

Single channel — provides excellent customer service by using all application channels (call, chat, e-mail, etc.) in an integrated and uninterrupted manner.

Features

Telephony, Facebook, WhatsApp, Telegram, Instagram, Website chat.

Advantages

Single channel; smart distribution system; speedy and accuracy responses; autoreply; prompt monitoring and control; accurate statistic and reports.

CRM (Customer Relations Management)

Managing customer database, creating customized questionary for a customer profile, identifying customers by subscriber number, keeping detailed records concerning all customer requests, etc.

Features

Registration of legal entities; registration of enterprises; applicant’s customer information and history; extensive customer base search.

Advantages

Customer pre-identification; extensive customer requests report; tracking customer requests on all channels through “single point”; implementing various customer-oriented campaigns; integrating with third party CRM systems.

FAQ (Frequently Asked Questions)

Knowledge Base or Frequently Asked Questions for quick and accurate responses to customer inquiries.

Features

Creation of hierarchically structured topics; ability to create question and answer templates related to topics; attaching any type of files (pdf, jpg, word, excel).

Advantages

Classification applicant’s requests from different channels; prompt response to requests; based template answers; sending SMS response to the customer with one click; daily monitoring applicant’s TOP requests; monthly, quarterly, annual reports and statistics.

Task Management

Features

Creating Omnichannel based and offline tasks; determination of execution periods and tasks; forwarding tasks to different executors; task monitoring.

Advantages

Daily task monitoring, overdue task notifications, periodic reports and analysis, third party systems integrations.

Real Time Monitoring

Features

Flexible panels and widgets creation; various visualization tools; data analysis and visualization.

Advantages

Omnichannel load status monitoring; call center operator’s status monitoring; current and daily call center service quality monitoring; dashboards and access for different users; easy panel transfer to large monitors.

Callback

Features

List of missed, IVR and ordered calls through chat; auto/manual assignment of missed/ordered calls to operator; auto/manual callbacks on missed/ordered calls.

Advantages

Tracking all missed/ordered calls by supervisor; creating tasks based on missed/ordered calls and comments; ability to appraise Supervisor’s callbacks on missed/ordered calls; callback automation; periodic callback reports.