About Brekeke CCS
Brekeke CCS is a contact center software from Brekeke Software, Inc. that supports effective call management. It combines ACD (Automatic Call Distribution), Call Queuing, and Agent Management so agents can handle calls efficiently. The platform also offers an Outbound Engine (Dialer) and CRM Integration to improve customer engagement and data handling. This integration allows for better tracking of customer interactions and more simplified communication efforts. With tools designed for scalability, Brekeke CCS is suitable for organizations of various sizes. Key capabilities: ACD Call Queuing Agent Management Outbound Engine CRM Integration Best for: contact centers that need to manage incoming and outgoing calls effectively.
Brekeke CCS, developed by Brekeke Software, Inc., is a comprehensive call center software solution designed to streamline communication and enhance customer service operations. The software suite includes Brekeke Customer Interaction Manager (CIM), Brekeke Contact Analytics (CA), and Brekeke CRM, offering a robust set of tools for managing a hosted call center or contact center system. With features such as automatic call distribution (ACD), interactive voice response (IVR), call recording, and real-time monitoring, Brekeke CCS aims to improve efficiency and customer satisfaction. The user interface of Brekeke CCS is intuitive and user-friendly, making it easy for agents to navigate and utilize its features effectively. The design is clean and organized, with a focus on simplicity and ease of use. Unique design elements, such as customizable dashboards and drag-and-drop functionality, enhance the user experience and allow for a personalized setup. The navigation is smooth, and users can quickly access various functions without any confusion. In terms of functionality and features, Brekeke CCS stands out with its multi-tenant support, multi-language capabilities (including English, Japanese, and Mandarin Chinese), and advanced analytics.
Pros & Cons
- 1. ACD (Automatic Call Distribution): Skills-based routing, customizable algorithms, agent selection based on past interactions, and smart call queuing.
- 2. Agent Management: Status management, access control, and agent chat for internal communication.
- 3. Outbound Engine: Predictive, progressive, IVR, and preview dialing (requiring Brekeke CRM).
- 4. CRM Integration: Integration with Salesforce and a .NET API, plus its own CRM (Brekeke CRM) with features like customer management, contact records, workflow, outbound campaigns, and Do Not Call lists.
- 5. Analytics and Reporting: Real-time, DNIS, ACD, agent, historical reports, call log search, and agent mapping.
- 6. Scripting: Talk script player and script designer for managing agent interactions.
- 7. Multi-tenancy and Multi-language Support: Supports multiple tenants and multiple languages (English, Japanese, Mandarin Chinese), making it suitable for larger organizations and international operations.
- 8. Web Widget and API: Offers a web widget (Javascript API) and .NET API for further integration and customization.
- 9. Emphasis on Customization: The ability to customize the ACD algorithm using scripts suggests a high degree of flexibility to tailor the system to specific business needs.
- 10. Integration with Brekeke CRM: The tight integration with Brekeke CRM provides a unified platform for managing customer interactions and outbound campaigns.
- 1. Dependency on Brekeke CRM for Some Features: Several outbound dialing features (predictive, progressive, IVR) require Brekeke CRM, which might increase costs and limit flexibility if a company already uses a different CRM system.
- 2. Limited Information on User Interface and User Experience: The provided text focuses on features but doesn't offer insights into the user interface's intuitiveness or the overall user experience.
- 3. Lack of Details on Deployment (Cloud vs. On-Premise): The text doesn't specify whether CCS is a cloud-based, on-premise, or hybrid solution. This information is crucial for understanding deployment options and associated costs.
- 4. No Mention of Specific Security Features: While features are listed extensively, there's no mention of specific security measures, certifications, or compliance standards (e.g., PCI DSS, HIPAA).
Features
Key features
Intelligently directs incoming calls to the most qualified agent based on predefined skills and expertise, improving first-call resolution and customer satisfaction.
Allows administrators to tailor call distribution logic using scripts, enabling highly specific routing rules beyond standard ACD functionality.
Enables programming of call queuing rules based on predefined conditions, giving more control over how calls are handled while waiting for an agent.
Seamlessly integrates with CRM systems (including Salesforce) via a dedicated client and APIs (.NET and Javascript), providing agents with immediate access to customer information.
Provides comprehensive reporting features, including real-time, DNIS, ACD, agent, historical reports, and call log search, enabling data-driven decision-making.
Offers various outbound dialing modes (Predictive, Progressive, IVR, Preview) when used with Brekeke CRM, enabling efficient outbound campaigns.
Additional features
Allows multiple independent clients or businesses to use the same instance of the software.
Supports multiple languages (English, Japanese, Mandarin Chinese) for a global user base.
The core application for managing customer interactions.
Distributes incoming calls to available agents.
Routes calls based on agent skills.
Allows scripting custom routing logic.
Can route calls to the same agent who previously assisted the customer.
Holds calls in a queue until an agent is available.
Allows programming call queuing rules based on conditions.
Tools for managing agent status and access.
Tracks agent availability (e.g., available, busy, away).
Manages agent permissions and access to features.
Enables instant messaging between agents.
Functionality for making outbound calls.
Automatically dials numbers and connects answered calls to agents (requires Brekeke CRM).
Dials numbers one at a time and connects answered calls to agents (requires Brekeke CRM).
Uses an interactive voice response system for outbound campaigns (requires Brekeke CRM).
Allows agents to preview customer information before making a call.
Integrates with CRM systems through a dedicated client.
Allows embedding contact center functionality into web pages.
Provides a .NET API for custom integrations.
Specific integration with Salesforce CRM.
Reporting and analytics module.
Provides up-to-the-minute data on call center activity.
Reports based on dialed number identification service.
Reports on call distribution and agent performance.
Individual agent performance reports.
Visual representation of agent status and location.
Reports on past call center activity.
Allows searching through call records.
Customer relationship management module.
Tools for managing customer data.
Customizes the agent interface.
Stores customer contact information.
Allows updating customer records.
Manages tasks and processes related to customer interactions.
Tools for managing outbound calling campaigns.
Schedules outbound calls.
Manages a list of numbers not to be called.
Guides agents through conversations with pre-written scripts.
Creates and edits talk scripts.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About Brekeke CCS
Brekeke CCS is a contact center software from Brekeke Software, Inc. that supports effective call management. It combines ACD (Automatic Call Distribution), Call Queuing, and Agent Management so agents can handle calls efficiently. The platform also offers an Outbound Engine (Dialer) and CRM Integration to improve customer engagement and data handling. This integration allows for better tracking of customer interactions and more simplified communication efforts. With tools designed for scalability, Brekeke CCS is suitable for organizations of various sizes. Key capabilities: ACD Call Queuing Agent Management Outbound Engine CRM Integration Best for: contact centers that need to manage incoming and outgoing calls effectively.
Brekeke CCS Details
Brekeke CCS's In-App Market Place
Does Brekeke CCS have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), AUD ($), CAD ($), CHF (Fr), CNY (¥), SEK (kr), INR (₹), RUB (₽), MXN ($), KRW (₩), BRL (R$), ZAR (R), SGD ($), HKD ($), NOK (kr), NZD ($)
Pros & Cons
- 1. ACD (Automatic Call Distribution): Skills-based routing, customizable algorithms, agent selection based on past interactions, and smart call queuing.
- 2. Agent Management: Status management, access control, and agent chat for internal communication.
- 3. Outbound Engine: Predictive, progressive, IVR, and preview dialing (requiring Brekeke CRM).
- 4. CRM Integration: Integration with Salesforce and a .NET API, plus its own CRM (Brekeke CRM) with features like customer management, contact records, workflow, outbound campaigns, and Do Not Call lists.
- 5. Analytics and Reporting: Real-time, DNIS, ACD, agent, historical reports, call log search, and agent mapping.
- 6. Scripting: Talk script player and script designer for managing agent interactions.
- 7. Multi-tenancy and Multi-language Support: Supports multiple tenants and multiple languages (English, Japanese, Mandarin Chinese), making it suitable for larger organizations and international operations.
- 8. Web Widget and API: Offers a web widget (Javascript API) and .NET API for further integration and customization.
- 9. Emphasis on Customization: The ability to customize the ACD algorithm using scripts suggests a high degree of flexibility to tailor the system to specific business needs.
- 10. Integration with Brekeke CRM: The tight integration with Brekeke CRM provides a unified platform for managing customer interactions and outbound campaigns.
- 1. Dependency on Brekeke CRM for Some Features: Several outbound dialing features (predictive, progressive, IVR) require Brekeke CRM, which might increase costs and limit flexibility if a company already uses a different CRM system.
- 2. Limited Information on User Interface and User Experience: The provided text focuses on features but doesn't offer insights into the user interface's intuitiveness or the overall user experience.
- 3. Lack of Details on Deployment (Cloud vs. On-Premise): The text doesn't specify whether CCS is a cloud-based, on-premise, or hybrid solution. This information is crucial for understanding deployment options and associated costs.
- 4. No Mention of Specific Security Features: While features are listed extensively, there's no mention of specific security measures, certifications, or compliance standards (e.g., PCI DSS, HIPAA).
Brekeke CCS's Support Options
Contact
650-401-6636Community Forums
http://www.brekeke-sip.com/bbs/Brekeke CCS's Alternatives
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