Advanced contact center features of Yeastar P-Series phone system

A contact center using Yeastar telecom equipment - TeleDynamics blog

The P-Series phone system is Yeastar’s flagship unified communications product, delivering state-of-the-art UC services to both on- and off-premises employees with the versatility of three installation modes.

It also integrates advanced contact center (CC) solutions right out of the box. The Yeastar P-Series helps businesses boost customer engagement while improving operational effectiveness within their workflows.

In this article, we showcase the deep CC integration in Yeastar's P-Series products and highlight the features that we found most impressive.

Yeastar P-Series phone systems

Yeastar’s P-Series PBXs come in three installation modes. You can install the P-Series can on-premises as an appliance physically installed within the enterprise’s network. You can also deploy it as a cloud-based service in a SaaS arrangement or as a software edition installed on a physical server or as a virtual device on any local or remote cloud service.

All installation modes fully support the P-Series’ CC features and services, offering a complete package of voice, video, chat, messaging, and contact center features integrated into a single suite.

Contact center features

The P-Series phone systems sport a wide variety of CC features designed with a customer-focused approach. The Yeastar contact center solution goes beyond standard voice routing and management to provide comprehensive omnichannel messaging support. It features a full suite of intelligent tools, offering a user-friendly visual workspace that seamlessly optimizes inbound operations.

Some of the most noteworthy features include intelligent call routing, an innovative queue panel, a real-time wallboard, quality monitoring, compliance metrics, reporting and analytics, and several prebuilt integrations and APIs for some of the most popular business applications. Yeastar will be completing this robust call center solution with an auto dialer feature to be released in November, 2024.

Intelligent call routing

The P-Series CC solution helps increase first-call resolution rates by utilizing advanced self-service interactive voice response (IVR) and automatic call distribution (ACD) systems. These systems route calls based on priority, agent skill levels, time of day, caller ID, language preferences, and more.

Queue panel

The queue panel is an innovative and powerful tool that allows agents and supervisors to view call statistics, change agent status, efficiently manage queue calls, and set the processing method for missed or abandoned calls.

The panel empowers agents and supervisors to manage every aspect of a queue effectively. From agent coaching to call handling, it provides a visual and intuitive interface, enabling seamless management of all daily call center operations through a single platform.

Here are some key queue panel features:

Manage agent status: log in/out, pause/unpause
Handle queued calls: drag-and-drop distribution and transfer
Live agent coaching: click to listen in, whisper, barge in, and monitor
Track and label the results of missed call processing
Display real-time lists of active and waiting queued calls
Show real-time performance data for individual agents and in aggregate

Real-time wallboard

The wallboard consolidates your contact center’s key performance indicators (KPIs) and metrics into an intuitive display. Featuring real-time performance data for each queue and the total of all queues, it allows you to quickly identify emerging trends and immediately take preemptive action as needed. Here are some of its most important features:

Visualization of up to 17 key metrics, including missed call rate
Tracking of real-time statistics for one or more queues
An intuitive widget-based and informative chart view
Automatic notifications when SLA thresholds are reached

With the appropriate supervisor initiative, the wallboard can also be used as a rallying point for your agents and as a source of pride because they can continually track the results of their cooperation and teamwork.

Quality monitoring and compliance

The P-Series phone systems include CC features that allow you to record calls for legal and quality monitoring. You can also train agents in real-time with features such as listen-in and whisper. Supervisors can help trainees or beginners using the barge-in feature to intervene during an agent’s conversation when necessary. With all these features, you can ensure that every interaction meets your standards.

Reporting and analytics

With detailed reporting and analysis capabilities, you can gain the business insights required to evaluate contact center performance, enhance agent interactions, improve customer service, and conduct targeted analysis of your contact center data. Key capabilities in this area include:

A total of 13 customizable reports covering IVR, agent, queue, and customer satisfaction metrics
Intuitive graphs for enhanced visibility
Automatic scheduling of periodic reports

Omnichannel messaging support

The P-Series phone systems provide comprehensive omnichannel support for contact center operations. They ensure that you can reach your customers through their preferred communications channels by integrating social media messaging and SMS text messaging.

This seamless integration allows for more personalized and efficient customer interactions on the platforms your customers already use. WhatsApp is currently supported. Facebook and traditional text messaging will be available in August, 2024.

Prebuilt integrations and APIs

These systems and their contact center operations support turn-key integrations with a variety of the most popular CRM, PMS, helpdesk, and collaboration applications. These include Oracle, HubSpot, Zoho, Salesforce, Bitrix24, Oodo, Zendesk, and Microsoft Teams, among others.

These integrations allow agents to do their jobs more skillfully and efficiently, providing them with information about upcoming callers and automatically completing recurring form fields within helpdesk ticketing applications. With a detailed and intricate API developer’s guide, you can adapt the system to integrate with additional services that your business may be leveraging. The possibilities are almost endless!

Summary of key features

The P-Series contact center solution offers a comprehensive suite of features designed to enhance both agent and customer experiences through omnichannel support, dynamic agent management, and robust integrations with CRM and helpdesk systems. It includes advanced call queue treatments, skill-based routing, and real-time analytics, ensuring efficient call handling and performance tracking.

Agents benefit from tools like screen-pop, contact record display, and the ability to monitor, whisper, and barge in on calls, while customers enjoy features such as custom voice prompts, estimated wait time announcements, and automatic queue callbacks.

Additionally, the P-Series supports a variety of devices and platforms for agent end devices, including Windows, MacOS, iOS, and Android, making it versatile for any business environment.

Conclusion

By integrating market-leading unified communications and contact center solutions into a single product, Yeastar P-Series helps businesses boost engagement, collaboration and operational effectiveness for customer success.