agentes, filas, pausas e gravações
REDT CONTACT CENTER
A customer-service solution for inbound and outbound operations.
Manage your operation end to end—from campaigns and queues to agent activity, productivity and quality. With RedT Voice, Chat Center and RedT Cloud, your contact center can bring calls, messages, WhatsApp Calling and digital channels together in one operational architecture.
Productivity and control for specialized service operations
RedT Contact Center gives supervisors continuous, hands-on control of the operation. Real-time indicators make it possible to monitor day-to-day activity across distributed operations, remote agents and hybrid teams. The solution supports service operations that need to integrate voice, messaging, queues, campaigns and digital channels while maintaining governance.
Funcionalidades e relatórios em uma visão de operação
produtividade, abandono, SLA e filas
supervisão contínua da operação
Principais funcionalidades
Da autenticação ao controle da operação
Acesso
- Autenticação web de agentes e supervisores
- Equipes segmentadas
Supervisão
- Dashboard em tempo real
- Monitoramento ativo de chamadas
Governança
- Gestão de pausas manuais e dinâmicas
- Gravação de todas as ligações
Principais relatórios
Indicadores prontos para decisão
- Acessos à URA, atendimentos e abandonos
- Produtividade do discador e ligações efetuadas
- Performance individual e coletiva por fila
- Nível de serviço, operações por fila e pausas
- Produtividade por agente e consolidado global por dia
Supervision dashboard — real-time information across the operation
At-a-glance
- - Available agents
- - Longest current wait
- - Active agents
- - Abandoned calls
- - Busy agents
- - Agent idle time
- - Break type and elapsed break time
- - AHT — average handling time
- - Customer number identification
- - Average wait time
- - Average time to abandonment
- - Agents on break
- - Hourly chart of calls, abandonments and handled calls
Everything gets easier with RedT Voice
A complete service operation treats voice as part of the customer journey, not as an isolated channel. RedT Voice adds a regulated cloud layer for call origination, routing and integration, including business numbers, IP PBX, Microsoft Teams and WhatsApp Calling.
This brings voice into the same operational design that governs queues, agents, supervision and service continuity.
RedT Chat Center
Reach your customers instantly across multiple channels.
Omnichannel service is essential for operations that need to respond quickly, preserve context and maintain a professional interaction history.
RedT Chat Center brings messages and digital conversations closer to Contact Center operations. When a journey calls for urgency or greater clarity, RedT Voice and WhatsApp Calling connect messaging, calls and assisted service.
RedT AI
An operational foundation for automation and analytics
When voice, messaging, queues and history work together, operations gain a stronger foundation for evolving processes with automation, analytics and AI agents.
RedT AI is a natural next step in this architecture, with governance, traceability and each operation's real-world context at its core.
Want to learn more? Get in touch
Discover how RedT Contact Center can strengthen operational control, productivity and the customer-service experience.