KUALA LUMPUR, March 17 (Bernama) — Emotion Artificial Intelligence company, Superceed (M) Sdn Bhd has launched HOMEWORK, a novel product that supports work from home via Virtual Call Management and Omnichannel Platform. Designed from Day One to support a distributed agent approach, Superceed enables calls to be managed by staff working from home. Businesses can benefit from real-time supervisory and reporting.
With Virtual Call Management, companies can manage calls virtually as though their staff are in the same office. Staff working from home can use Superceed’s softphone installed on laptop or PC to answer calls. Supervisors and managers can monitor calls in real-time and keep tabs of staff call activities. Supervisors can also spy, whisper or barge. Supervisors can listen to a call conversation, or whisper to an agent without the caller listening, or participate in a 3-party conference call to resolve a customer issue. In terms of quality control, call recordings are available online for internal evaluation and scoring. Managers can also gain insights into the virtual call center performance by generating performance reports online. “All it takes for businesses to work from home is a good internet connection and PC or laptop, and they can access feature-rich applications online. The call management capabilities of Superceed are unmatched in the market. ”, says Mr Matthew Barsing, Chief Executive Officer of Superceed.
