Brekeke Contact Center Suite

SOFTWARE

USAGE

Brekeke CIM

Brekeke CIM offers the following functionalities:

• ACD (Automatic Call Distribution)
• Call Queuing
• Agent Management
• Outbound Engine (Dialer)
• CRM Integration

Brekeke CA

Brekeke CA offers the following functionalities:

• Real-time Report
• Historical Report
• Call History Search

Brekeke CRM

Brekeke CRM offers the following functionalities:

• Customer Management
• Outbound Campaign
  (Predictive/Progressive/Preview/IVR)
• Talk Script Player

Brekeke Contact Center Suite (CCS) - for all software

Multi-tenant feature support

Multi-language Support (English, Japanese, Mandarin Chinese)

Brekeke Customer Interaction Manager (CIM)

ACD

Skills-based routing

Customizable ACD algorism using script

Selection of Agents (i.e., Assign a call to the same agent who had already assisted the customer)

Call Queuing

Smart Call Queues (Allowed to program call queuing rules based on predefined conditions.)

Agent Management

Agent Status Management

Agent Access Control

Agent Chat (Instant messaging with other agents)

Outbound Engine

Predictive Dialing (Require Brekeke CRM)

Progressive Dialing (Require Brekeke CRM)

IVR Dialing (Require Brekeke CRM)

Preview Dialing

CRM integration (CIM Client)

Web Widget (Javascript API)

.NET API

SalesForce integration

Brekeke Contact Analytics (CA)

Real-Time Report

DNIS Report

ACD Report

Agent Report

Agent map

Historical Report

Call Log Search

Brekeke CRM

Customer Management

Agent View Layout Manager

Contact Record

Update Record

Work flow

Outbound Campaign

Call scheduling

Do Not Call List

Talk Script Player

Script Designer

SYSTEM REQUIREMENTS

OS

Windows/Linux

Java

Oracle Java SE 8

Memory

16 GB Minimum