BC4™ Agent Panel

BC4™ Agent Panel with WebRTC and CTI

Increase your agents’ productivity with a single dashboard that centralizes all customer interactions and the tools they need to more effectively resolve their queries and requests. The agent dashboard aggregates information from multiple sources, including integrations with CRM and ERP systems, enabling you to quickly provide personalized support. It’s also highly customizable, showing only the controls and information you need for your business.

Agent panel is an all-in-one solution that integrates WebRTC calls, landline control, emails, chat, SMS, WhatsApp, outbound campaigns, call recordings, statistics, missed calls, callbacks, working with data from third-party applications (CRM, ERP, ticketing systems) and real-time dashboard into one screen. It also offers full integration with BC4™ Mobile Agent.

Start working from anywhere, regardless of where you are and what device you are working on — whether it is a Windows PC or a Mac with macOS. With native WebRTC support, just open a web browser and log in to your BC4™ Contact Center account. You will immediately have access to all contact center features and can start handling customer requests or launching a call campaign.

Using WebRTC, you can communicate with a client via a headset connected to a computer or control an Htek fixed IP phone using the BC4 CTI feature.

Key Features of BC4™ Agent Panel

All-In-One solution in one communication interface
Emphasis on mobility thanks to WebRTC
VPN Less Solution with Integrated SBC
No need to install software or drivers
Simple and clear licensing scheme
Landline phone control
Email, chat, SMS, WhatsApp, Facebook Messenger
InBound and OutBound
Call recordings, statistics, missed calls, callback
Real-time dashboard
Integrated with BC4™ Mobile Agent
View and work with data from third-party applications (CRM, ERP, Ticketing systems)

One communication platform for your company, regardless of size and needs

	Openness
Simplify business communication with customers and within your company using one simple tool.

	Deployment flexibility
It can be deployed immediately, regardless of the end device or operating system, without the need to install drivers or applications. Simply log in with your account via a web browser.

	Safety
Integrated SBC, firewall and secure communication solution via BC4™ WebRTC. All transmissions are encrypted and protected against eavesdropping, ensuring a high level of security for every communication.

BC4™ Agent panel home screen

The main screen of the BC4™ Agent Panel provides the contact center agent with all the important information in one place. They can log in to available queues, set a pause when they are away for a while, and choose the workgroup or device they want to talk on. Whether they are using a computer, mobile or landline, communication is easy and flexible.

The agent has all the functions needed to communicate with the customer available here:

Call handling functions - answer, hang up, transfer, DTMF dialing
Working with text
Callback and missed calls
Outbound campaigns
Call categorization and notes
Real-time request queue status
Customer card showing detailed information, e.g. from CRM
Email, chat, SMS
WhatsApp, Facebook Messenger

BC4™ Agent panel - many optional plug-in modules for work

Fast and clear central web management of the system will allow the contact center administrator to design an Agent Panel for each agent or operator according to their focus and needs.

Integrated directories and contacts with availability overview for speed dialing.

History of calls or other actions with detailed information and an overview of activity.

Real-time overview of colleagues' availability and status with the option to make a call.

Call back and missed calls with immediate dialing and status setting.

Selected favorite contacts for quick connection, supervision and transfer.

Personal statistics for a detailed overview of your own performance and access to recordings.

Sales, technical support, installation and service.