Key Features of Magnetic North
- Agent skills-based routing
- Interactive voice response (IVR)
- Call queue management
- Dynamic scripting
- Predictive dialing
- Mobile number screening
- Virtual agents
- Integrated voice/ SMS campaigns
- CRM integrations
- Call blending
- PCI compliance
- Multichannel interactions
- Realtime & historical reporting
- Workforce management tools
- Quality monitoring & coaching
- Disaster recovery
- Cloud PBX
- Voice & screen recording
- Customer surveys
- Reports & dashboards
Inbound features: Agent skills-based and priority routing, IVR, inbound voice menus, advanced scripting, historical reporting.
Outbound features: Predictive dialer; mobile screening of bad numbers, switched off phones and overseas customers; personal agent local and mobile numbers; voice/ SMS campaigns.
Multichannel: Single integrated overview of all interactions from phone, email, web chat, and social.
Workforce management: Realtime & historical reporting & analytics, agent scheduling, call recording, quality monitoring & scoring.
Security & compliance: Fully PCI compliant call recording and disaster recovery tariffs.