Call Buddy Functions
PBX Buddy is an advanced IP phone system specially designed for small and medium businesses.
Agent panel
1 / Real-time caller information
Displays caller information for the current call and retains the data until the next call. Allows agents to quickly view customer details on subsequent calls.
4 / Call records
This feature displays the last 10 call logs, providing clear details of the caller and receiver. This includes information such as call duration, call status (answered or not answered), and whether the call was transferred to another colleague.
7 / Ringing
The callers currently dialing the hotline are displayed. The agent can click "Answer" to answer the call or ''seize the line''.
2 / Quickly add
When a new call is received and there is no existing record, agents can quickly add customer information in "My Talking Clients". In this way, the recorded information will be easily accessible in future calls.
5 / Call recording
Agents can replay recordings of previous calls to ensure accurate information retrieval and analysis.
8 / Agent status
The extension function displays the colleague's internal number and call status, such as idle, in call, resting, offline, etc. Agents can customize the people displayed.
3 / Task
When a caller contacts an agent, the My Talking Clients section displays existing information related to the task, such as product inquiries, quotes obtained, or orders placed. Agents can also create new task records to track progress or assign new tasks.
6 / Voicemail
When an agent is unavailable to answer an incoming call, the customer's voice message is stored in voicemail. Agents can listen to recorded messages from customers.
9 / Answer today (queue)
Quickly display the day's answer rate in a graph, showing the number of calls answered and unanswered. This helps agents effectively monitor their performance and call volume.
Line status
1 / Show employee status
Display the colleague's internal number and call status, such as: idle, incoming call, active call, rest, offline, etc.
2 / Click to dial
Click on the colleague you want to call and select the displayed number (DOD) to dial quickly.
3 / Search function
Users can enter quotas or extension numbers to search, making it easier to search for targets among a large number of users.
Queue panel
1 / Queue status
Users can easily understand the proportion of successfully answered and unanswered calls on the day, as well as the distribution of the number of calls in different time periods. Charts like this can help users quickly understand their calls throughout the day.
4 / Number of people in call queue
Real-time display of how many callers are waiting to be answered.
2 / Real-time Miss Call Ratio
Display the Miss Call ratio of the day in an intuitive way to achieve a reminder effect.
5 / Employee queue status
Display the call status of colleagues in the queue.
3 / Answer ranking
The chart shows the ranking of calls answered on the day, improving employee efficiency and enhancing employee morale.
Queue control
1 / Change employee’s queue status
Administrators can quickly change employees' status and manage phone deployment for different departments.
2 / Change everything with one click
Just click On/Break/Off, and everyone in the selected queue will directly change to the selected state.
3 / Lock employee status
Necessary employees in the queue can be locked and the status cannot be changed until unlocked.
ASR 語音辨識功能介紹
通話語音轉文字
歷史記錄檢索：將過去的通話錄音轉換成文本，以便於透過關鍵字搜尋和回顧。
自動摘要：系統可以自動擷取通話中的關鍵訊息，產生摘要。
快速記錄通話內容：在通話過程中，ASR 系統能夠將語音轉換成文字，這對於需要快速記錄通話內容的場合尤其重要。
多語言支援：Call Buddy 的 ASR 系統支援多種語言，包括但不限於英文、中文、西班牙文等，這使得不同語言的使用者都能夠使用此功能。
語音信箱轉文字
提升效率：使用者無需逐條聆聽語音留言，可以直接閱讀文字內容，大幅提升了處理語音信箱的效率。
智慧過濾：系統能夠辨識並過濾掉無效或垃圾留言，確保使用者只專注於重要的資訊。
易於整合：此功能可輕鬆整合到現有的通訊系統中，無論是個人用戶還是企業用戶都能夠快速啟用。
語音分析
情緒分析：ASR 系統能夠分析語音中的情緒傾向，幫助企業瞭解客戶的情緒與滿意度。
關鍵字提取：系統能夠自動辨識通話中的關鍵字和短語，提供使用者快速檢索的依據。
趨勢分析：透過大量通話資料的分析，系統能夠識別出常見的問題和需求，幫助企業優化服務和產品。
報告產生：使用者可以根據需要產生詳細的通話分析報告，用於業務決策和流程改進。
搜索關鍵字
快速檢索：使用者只需輸入關鍵字，系統即可快速檢索出包含該關鍵字的通話片段。
彈性定位：支援依照時間、日期、通話雙方等多種條件進行篩選，使得搜尋結果更精確。
提高生產力：此功能大大提高了客服人員和業務分析師的工作效率，節省了寶貴的時間。
客戶體驗：透過快速回應客戶的問題和需求，企業能夠提供更優質的客戶服務體驗。