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.
Introduction to ASR Speech Recognition
Translate voice to text
History Search : Convert past call recordings into text for easy keyword search and review.
Automatic summary : The system can automatically extract key information from a call and generate a summary.
Quickly record call content : During a call, the ASR system can convert voice into text, which is especially important when you need to quickly record the call content.
Multi-language support : Call Buddy's ASR system supports multiple languages, including but not limited to English, Chinese, Spanish, etc., which enables users of different languages to use this function.
Voicemail to Text
Improve efficiency : Users no longer need to listen to voice messages one by one, but can directly read the text content, which greatly improves the efficiency of handling voicemails.
Smart filtering : The system can identify and filter out invalid or spam messages, ensuring that users only focus on important information.
Easy to integrate : This feature can be easily integrated into existing communication systems and can be quickly activated by both individual and corporate users.
Speech Analysis
Emotional analysis : ASR systems can analyze emotional tendencies in voice and help companies understand customers’ emotions and satisfaction.
Keyword extraction : The system can automatically identify keywords and phrases in calls, providing users with a basis for quick retrieval.
Trend analysis : By analyzing large amounts of call data, the system can identify common problems and needs, helping companies optimize their services and products.
Report generation : Users can generate detailed call analysis reports as needed for business decision-making and process improvement.
Search keywords
Quick search : Users only need to enter a keyword, and the system can quickly search for call segments containing the keyword.
Flexible positioning : Supports filtering based on multiple conditions such as time, date, and call parties, making search results more accurate.
Improve productivity : This feature greatly improves the work efficiency of customer service staff and business analysts, saving precious time.
Customer experience : By responding quickly to customer questions and needs, companies can provide a better customer service experience.