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Magnetic North

Name: Magnetic North
Rating: 4.5 (2 reviews)

By Magnetic North

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Highlights : About Magnetic North

Realtime & historical reporting

Quality monitoring & coaching

Workforce management tools

Integrated voice/ SMS campaigns

Mobile number screening

Dynamic scripting

About Magnetic North

Magnetic North offers a multichannel cloud contact center that facilitates inbound, outbound and blended call activity. The solution facilitates the management of interactions coming from all touch points, including phone, email, web chat and social media. All incoming queries can be routed to the right agents based on skill level, campaign and priority. Interactive voice response (IVR) and a call flow editor lets you automatically guide customers to self service options such as taking orders, making online payments or receiving a call back. Magnetic North also offers advanced agent scripting with step-by-step guides, data lookups and dynamic branching scripts. Magnetic North also facilitates outbound calling with a predictive dialer and built-in mobile screening to exclude unwanted numbers. You can also send SMS campaigns before calling customers, or set up a virtual agent to offer customers policy renewals, payment reminders and take credit card payments through multi-lingua text to speech. Magnetic North offers a number of tools to monitor agent and business performance. These include real-time and historical KPI and performance metrics that report on the efficiency of queues, the success of campaigns, and the performance of individual teams and departments. The call recording and quality monitoring suite further helps to understand agent performance across all channels and use scoring templates for feedback and training.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Agent skills-based routing

Interactive voice response (IVR)

Call queue management

Mobile number screening

Integrated voice/ SMS campaigns

CRM integrations

Multichannel interactions

Workforce management tools

Quality monitoring & coaching

Disaster recovery

Voice & screen recording

Reports & dashboards

Benefits

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.

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