Agent desk & order form

Everything that matters on one screen

Customer data, call history, outcomes and buttons sit side by side. There is no switching windows in the middle of a call.

Follow-ups

The agent creates callbacks during the call – personal or for the team. In mmDial Comfort they can afterwards be converted between the two and moved.

Control the recording

Where agents start and stop the recording themselves, mmDial displays clearly and visibly that recording is in progress.

Block from within the call

If someone objects, the agent puts them on the blocklist with one click. They will not be dialled again after that.

Alternative numbers

If the main number cannot be reached, the agent can dial the alternative number held on file.

Send documents Comfort

Send emails and documents straight from the call – personalised with the data from the order form if you wish.

Help where it is needed

A small help button sits beside the fields. It explains the setting on the spot – in the language of the interface.

Correct the lead during the call Comfort

If it turns out during the call that the name is misspelt or the address is out of date, the agent corrects it there and then. You decide per campaign which fields they may touch and whether the phone numbers are among them.

New

The phone is inside the browser

Every workstation used to need a configured SIP softphone. That is over: when signing in, the agent ticks Use integrated VoIP connection, allows the browser access to the microphone – done.

No installation, no login details for a second program
A headset is enough; the browser handles gain control and echo cancellation if you want it to
Encrypted voice connection over HTTPS and WSS
Anyone who prefers a softphone or a desk phone can still use one

What it needs is a current browser with microphone access and a connection over HTTPS. If one of those is missing, the sign-in page says why.

The interface speaks six languages

The agent desk and the administration are available in German, English, Spanish, French, Dutch and Turkish. The language belongs to the user, not to the system – so different languages can run side by side within one team.

For call centres staffing across borders, that saves training people on a screen in a language they do not speak.

mmDial Comfort

Order forms from the building kit

Every client wants different fields. Instead of ordering a bespoke solution for each campaign, you assemble the form in the editor yourself – and change it when the requirement changes.

Field types: text field, dropdown, multiple choice, checkbox, date field
Take fields from the customer record – name, address, date of birth, lead ID, list ID, external lead ID
Arrangement in cards and pages, with size and position freely definable
Field permissions per agent or group: visible, writable, read-only
Preview before the form is released to the agents
Enforced outcomes: no sale outcome without a complete form

Alternatively you can embed an external form – then your existing system remains the leading source and mmDial only hands over the call data.

From form to export

Whatever is captured in the order form is available in the export directly – together with the lead's master data. There is nothing to copy together.

Completed forms can also be output as a print job or sent as an email attachment.

Add-on modules Comfort

Modules that go beyond standard business can be hooked into the agent desk – such as calendar views for appointment setting, guided decision lists, internal messages or time tracking.

Agent management in mmDial: an overview of how many agents exist and how many are active, with a list of agents below showing name, login and group. — Agent managementCreate, grant permissions, assign groups

Create agents and grant permissions

Every agent gets their own login. You decide which campaigns they see and what they are allowed to do.

Allow lead search – within the campaign only or across all campaigns
Allow or prevent list exports
Allow listening to recordings
Group administrators for team leaders Comfort
Administrative logins that cannot sign in to the agent desk
Maximum number of agents signed in at the same time

Because the desk runs in the browser, it makes no technical difference which machine an agent signs in from – in the office or working from home.

Home working included

Because the desk runs in the browser and the phone sits right inside it, it makes no technical difference whether the agent is in the office or at home. You see both in the same live monitoring.

To live monitoring Create an account

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