As companies of all sizes search for a way to better serve their customers, vendors like Yeastar are rising to the challenge. Yeastar recently released its P-Series of solutions, which includes a comprehensive PBX system, and a state-of-the-art contact centre bundle.
The P-Series solution promises better management of both the external and internal business communications, with tightly integrated unified communications and call centre features. When organisations can put all of their must-have comms technology into an integrated system, the stack becomes more aligned, easier to manage, and perfectly equipped for transformation.
Today, we’ll be exploring the call centre aspect of the P-Series, to show you what you can get from this flexible contact centre.
Yeastar P-Series Call Centre Review: Features
The P-Series solution from Yeastar aims to simplify and enhance the communication stack, by combining internal and external communications. With this technology, companies can access everything from automatic routing, to sensational agent tools, up-to-the-minute reports, and so much more. When combined with your business phone system, the P-Series has everything you need to empower agents and impress customers. Features include:
- Interactive voice response
- Call queuing
- Queue ringing strategies
- Call-routing
- Self-service prompts
- Custom announcements
- Estimated wait times
- Post-call surveys
- Call presence
- Status messages
Customisable IVR options and queuing solutions are available as standard with Yeastar, but there’s also access to additional features available through an “enterprise” package. The enterprise solution comes with extra features like real-time reporting, SLAs, queue performance reports, wallboards, agent summary reports, customer satisfaction reports, and ‘drag and drop’ call management.
Through the enterprise package for the P-Series call centre, companies can build a more comprehensive strategy for watching over and empowering their agents. There’s a streamlined queue panel for monitoring queue traffic and switching agent status. The easy-to-use back-end also comes with plenty of real-time and historical data to explore.
Yeastar P-Series Call Centre Review: Benefits
Offering an all-in-one solution for contact centre and communications management, the P-Series has everything businesses need to enhance their comms stack. From up-to-the-minute metrics for tracking agent performance and customer satisfaction to an immersive back-end environment. Some of the biggest benefits include:
- Access to new forms of service: Aside from delivering excellent routing-based interactions with agents, the P-Series call centre also allows you to support clients with self-service. You can combine your automated IVR with self-service prompts to reduce the strain on your employees and deliver faster results for customers
- Customised customer experiences: Delivering better customer service is easy when you can customise the experience from start to finish. You can customise messages for your audience and give them more helpful information as they wait, including their estimated wait time. There’s also the option to use your queue panel to see traffic trends and adjust call dispatching according to the flow of the calls in the business
- Comprehensive analytics: You can only improve the performance of your contact centre when you can track its performance. The P-Series call centre give you real-time and historical reports for in-depth analytics. You can access everything from agent call and queue performance reports, to insights into customer satisfaction
- Reliability: On top of excellent call queuing and music-on-hold features, the P-Series ensures that you have the peace of mind you need to run an effective call centre. You can access various agent customisation options to keep everything flowing smoothly, and there are service level agreements for enterprise customers
- Better employee engagement: Keep your contact centre employees engaged with call presence (agent status) features, as well as a comprehensive selection of real-time reporting options that you can combine with wallboards for gamification. Encouraging employees to deliver their best work is easier with Yeastar
Yeastar P-Series Call Centre Verdict
The Yeastar P-Series call centre promises today’s businesses all of the immersive and intuitive tools they need to engage employees and delight customers. From access to plenty of helpful reports that showcase the trends and opportunities in your business, to customer satisfaction surveys, there’s something for every need. You can even run targeted evaluations of your contact centre according to custom parameters that you choose.
On top of an extremely rich set of features, you get the comfort of an easy-to-use backend that’s clear and well-designed. Everything flows easily, and tracking your communications data feels like a walk in the park. You can also combine your P-Series contact centre with your PBX functionality to get the full and combined P-Series experience.
