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CallWatchPro icon

CallWatchPro

7twenty CallWatchPro Call Monitoring and Reporting Tool for Business Phone Systems, enhanced with Call Back and IVR features.

Real-Time dashboards, KPIs. You can track dozens of KPIs in real-time, including incoming, handled and abandoned calls, maximum and average waiting time, answered percentage, service level and many more.

Cost / License

  • Pay once
  • Proprietary

Platforms

  • Online
Real-Time Employee Status CallWatchPro monitors extension state in real-time, because it feeds CTI data of PBX, and doesn't just read call logs. You can see the state of the extension like Ringing, Talking or Idle. If hunt/pilot groups are enabled, the system can track login/logout information of users. If the user presses the DND (Do Not Disturb) button on his phone, it can be shown as Break status.
Historical Reports. Analyze call stats, service level, detailed call history, and export for further analysis More Than 30 Reports There are dozens of report templates, including summary reports by extensions, business units, hunt/pilot groups, call details, employee activity and many more. CallWatchPro collects data not only from CDR, but also from real-time CTI information, which allows having the most full and accurate call stats.
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Callback Option You can set up a callback option with the following scenario: Customer calls an extension, and if nobody answers, the customer hears an IVR prompt - "If you want to ask for a callback, please press 1". Once the system gets a callback request, it starts calling the employee's extension at regular intervals. When the employee is back, he picks up the call, and the system calls the customer back.
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What is CallWatchPro?

7twenty CallWatchPro Call Monitoring and Reporting Tool for Business Phone Systems, enhanced with Call Back and IVR features. CallWatchPro helps to Improve customer service over the phone.

Service Level Monitoring

  • CallWatchPro connects passively to PBXs of the organization to feed CDR and CTI data. It calculates and monitors in real-time all common metrics, such as service level waiting time, abandoned calls, handle time, etc.

Dashboards and KPIs

  • Managers can monitor important metrics in real-time per employee, business unit, hunt/pilot group or organization. CallWatchPro allows managers to see a live queue of the calls, extension statuses, list of metrics, pending callbacks, etc.

Smart Callback

  • If an employee is unable to answer a call, a simple IVR presents to the caller the option of a callback. CallWatchPro will notify the employee and automatically connects the employee to the customer when he is back to the phone. An overall service level organization of telephone responsiveness is accurately calculated.

Historical Data Analysis

  • CallWatchPro converts silos of Call Detail Records and CTI-events into structured and clean data, providing businesses with valuable insights. The reporting systems contain dozens of reports – tabular or graphical, detailed or summary with the ability to drill down.

Smart Transfer

  • In companies where call center agents transfer calls to the 2nd line, branches or back-office departments, a special SmartTransfer widget can be used to show employee statuses of each branch – number of available or talking extensions per branch, and the status of individual extensions.

Omnichannel Customer Journey

  • Direct calls to employees are always overlooked by corporate analytical tools. They are a missing puzzle piece for the true omnichannel communications history. Such calls can be easily tracked and added to a customer communications history via the CallWatchPro API.