- Calling, emailing, ticketing and contact management in one login
- Cloud based, location independent: work from any location
- Create transparency using standardised processes
- Decrease errors, double work and identify improvement points
- Increase employee output, ownership, accountability
- Real-time dashboard (team vs individual performance)
Advantages and Features
- High ROI: low cost & instant setup create value in short time
- Instantly scalable to your needs, no lock in contracts
- Improve handling time/quality using SMS/Email templates
- Improve control: call, recording and email monitoring
- Identify trends early by using ticket keyword searches
- Exchange data with existing systems using Zapier
- Scalable cloud-based telephone system
- Every call converted into ticket
- Customisable automated answering system (IVR)
- Live dashboard to monitor calls
- Intelligent call queueing when workstation busy
- Voice mail bank for callers
- Full call recordings and coaching built in
- Up to 5 departments/categories in IVR menu/sub-menus
- Skip queue (priority routing) for VIP callers
- Skill-based routing and queuing
- Voice note for internal call transfer
- Detailed call statistics and reports
- All Incoming emails automatically ticketed
- Email answering templates
- Easy sharing with anti-colliding (no double work)
- Event timeline combines calls, emails, sms
- Keep track on email progress and pending emails
- Centralised email attachment storage
- Auto-ticket emails from your own email address
- Ticket based data export & reports (CSV/Excel)
- Standardised ticket makes processing emails and calls easy
- Standardised ticket decreases team training time
- Shared access to customer history shortens handling
- Event timeline shows all customer interactions
- Decreased customer irritation and improved customer experience
- Clear progress and status of tickets
- Create a 24/7 caller self help phone menu
- Text customers with built-in SMS module
- Speed up email answering with customisable templates
- Configurable 2 level customer service / helpdesk
- Skill based email and call routing
- Automatic Outbound Calling mechanism
- Keyword search in ticket notes for analytic purposes
- Ticket based data export & reports
Full Feature List
Telephone platform
| Telephone platform | |
|---|---|
 |
every incoming call converted into advanced ticket |
|
every incoming call auto-registered, missed calls ticketed |
|
direct-to-agent (no menu) option |
|
IVR automated telephone answering system, instant customisable via admin/manager portal |
|
personalised welcome message (customisable company name) |
|
adding /changing departments on IVR (instantly & self service) |
|
add/delete agents/workstations (min package 2 workstations + 1 admin) |
|
divide agents in 2 groups (eg front & back office) |
|
agents answer all incoming traffic (generic routing) |
|
assign agents to the departments (skills-based routing) |
|
show caller ID and associated name in CRM |
|
message bank (voice mail) for callers |
|
ring groups for semi managed agents |
|
hunt within group (set sequence of agents) |
|
request call back function for callers |
|
transfer incoming calls (to internal destination or external number) |
|
Voice Note when transferring a call to internal destination |
|
team member monitor (manager listen in on live conversation) |
|
barge team member live conversation (manager join conversation) |
|
whisper live conversation (manager privately instruct agent without the customer hearing that) |
|
conversation recording in/outbound (90 days stored/direct access) |
|
automated outbound calls (upload list for active outbound calling when no inbound calls) |
|
define maximum queuing time 5-30 minutes (5 min increments) |
|
skill based queuing (separate queues for each dept/skillset) |
|
skip queue (priority) for VIP customers |
|
gate keeping (1st and 2nd line support) |
|
configurable call routing |
|
night mode during office hours |
|
auto set switch on/off opening hours |
|
schedule public holidays or special events |
|
set performance / missed call value for agent |
|
create a self help section with Interactive voice reponse module |
|
mini dashboard for each managed agent showing no of agents online, no of customers in queue (live) |
|
call monitoring stats (live) for group and individuals |
|
set return call time frame (SLA/KPI) |
Email platform
| Email platform | |
|---|---|
|
automated conversion of incoming mails into tickets |
|
configurable templates for fast replies |
|
edit email answering time frame (SLA/KPI) |
|
SLA / priority monitoring |
|
centralised attachment storage |
|
send emails directly from your own email address |
|
fetch emails directly from your own email address and auto ticket |
Ticketing platform
| Ticketing platform | |
|---|---|
|
timeline presents calls, sms, emails |
|
ticket is auto-generated for every call |
|
ticket auto-generated for every fetched or received email |
|
keyword search in ticket notes section |
|
anti-colliding (only 1 person works on a ticket) |
|
automatic duplicate control |
|
chronological representation of call/email |
|
escalation to manager |
|
configurable ticket class |
|
add sub tasks / events to ticket |
SMS platform
| SMS platform | |
|---|---|
|
show your company name in the sms 'sender' field. No 'sms-send' sharing with others |
|
send SMS to customers |
|
sent SMS reminders |
|
pre-loaded SMS template library for commonly used SMS texts |
|
SMS reminder for scheduled sub tasks |
|
SMS with confirmation link for scheduled tasks |
CRM platform
| CRM (contacts) platform | |
|---|---|
|
manage contacts via tickets or autonomously |
|
create call tickets directly from contacts |
|
make selection of contacts |
|
export selected contacts |
|
export selected contacts to Auto Dial Out (ADO) function |
|
create groups within contacts (e.g. for prospect callling) |
|
subdivide / create subgroups with contact groups |
|
longitude / lattitude of contact addresses |
|
auto lookup addresses when entering (validation) |
|
multiple contact persons within one contact |
|
upload exisiting contacts into contact list |
|
status of contact (prospect / group / subgroup / active / normal) |
Try us now
More than just an intelligent cloud based telephone system, tiggadesk is a single login, omni-channel communication solution. No matter what size your business, you have the same technology as the big enterprises, professional call & contact centres and support & sales desks on a pay-as-you-go basis.
Try and experience tiggadesk. You’ll get the OneTeam Power package, fully functional and restriction free. Including your own dedicated phone number, email-to ticket mailboxes, SMS module, a personalised IVR and a generous credit to spend whichever way you like.
