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
- 1. Skills-Based Routing
- Intelligently directs incoming calls to the most qualified agent based on predefined skills and expertise, improving first-call resolution and customer satisfaction.
- 2. Customizable ACD Algorithm
- Allows administrators to tailor call distribution logic using scripts, enabling highly specific routing rules beyond standard ACD functionality.
- 3. Smart Call Queues
- Enables programming of call queuing rules based on predefined conditions, giving more control over how calls are handled while waiting for an agent.
- 4. CRM Integration (CIM Client & APIs)
- Seamlessly integrates with CRM systems (including Salesforce) via a dedicated client and APIs (.NET and Javascript), providing agents with immediate access to customer information.
- 5. Brekeke Contact Analytics (CA)
- Provides comprehensive reporting features, including real-time, DNIS, ACD, agent, historical reports, and call log search, enabling data-driven decision-making.
- 6. Outbound Engine with Multiple Dialing Modes
- Offers various outbound dialing modes (Predictive, Progressive, IVR, Preview) when used with Brekeke CRM, enabling efficient outbound campaigns.
Additional features
- 1. Multi-tenant feature support
- Allows multiple independent clients or businesses to use the same instance of the software.
- 2. Multi-language Support
- Supports multiple languages (English, Japanese, Mandarin Chinese) for a global user base.
- 3. Brekeke Customer Interaction Manager (CIM)
- The core application for managing customer interactions.
- 4. ACD (Automatic Call Distribution)
- Distributes incoming calls to available agents.
- 5. Skills-based routing
- Routes calls based on agent skills.
- 6. Customizable ACD algorithm
- Allows scripting custom routing logic.
- 7. Selection of Agents
- Can route calls to the same agent who previously assisted the customer.
- 8. Call Queuing
- Holds calls in a queue until an agent is available.
- 9. Smart Call Queues
- Allows programming call queuing rules based on conditions.
- 10. Agent Management
- Tools for managing agent status and access.
- 11. Agent Status Management
- Tracks agent availability (e.g., available, busy, away).
- 12. Agent Access Control
- Manages agent permissions and access to features.
- 13. Agent Chat
- Enables instant messaging between agents.
- 14. Outbound Engine
- Functionality for making outbound calls.
- 15. Predictive Dialing
- Automatically dials numbers and connects answered calls to agents (requires Brekeke CRM).
- 16. Progressive Dialing
- Dials numbers one at a time and connects answered calls to agents (requires Brekeke CRM).
- 17. IVR Dialing
- Uses an interactive voice response system for outbound campaigns (requires Brekeke CRM).
- 18. Preview Dialing
- Allows agents to preview customer information before making a call.
- 19. CRM integration (CIM Client)
- Integrates with CRM systems through a dedicated client.
- 20. Web Widget (Javascript API)
- Allows embedding contact center functionality into web pages.
- 21. .NET API
- Provides a .NET API for custom integrations.
- 22. SalesForce integration
- Specific integration with Salesforce CRM.
- 23. Brekeke Contact Analytics (CA)
- Reporting and analytics module.
- 24. Real-Time Report
- Provides up-to-the-minute data on call center activity.
- 25. DNIS Report
- Reports based on dialed number identification service.
- 26. ACD Report
- Reports on call distribution and agent performance.
- 27. Agent Report
- Individual agent performance reports.
- 28. Agent map
- Visual representation of agent status and location.
- 29. Historical Report
- Reports on past call center activity.
- 30. Call Log Search
- Allows searching through call records.
- 31. Brekeke CRM
- Customer relationship management module.
- 32. Customer Management
- Tools for managing customer data.
- 33. Agent View Layout Manager
- Customizes the agent interface.
- 34. Contact Record
- Stores customer contact information.
- 35. Update Record
- Allows updating customer records.
- 36. Work flow
- Manages tasks and processes related to customer interactions.
- 37. Outbound Campaign
- Tools for managing outbound calling campaigns.
- 38. Call scheduling
- Schedules outbound calls.
- 39. Do Not Call List
- Manages a list of numbers not to be called.
- 40. Talk Script Player
- Guides agents through conversations with pre-written scripts.
- 41. Script Designer
- Creates and edits talk scripts.
Pricing
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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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