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Brekeke CCS

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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

Vendor
Brekeke Software, Inc.
Year Launched
2002
Location
1730 S. El Camino Real, Suite 400, San Mateo, CA 94402, US
Deployment
cloud
Training Options
demo, account manager, community
Countries Served
All Countries
Languages
English, Japanese, Mandarin Chinese
Users
Supervisor, Agent, IT Administrator, Customer Service Representative
Industries Served
Healthcare, Education, Finance, Retail, Technology, Hospitality
Tags
Call Center, Brekeke Software, Customer Service, Communication, Telecommunications, Voice over IP, SIP, Multi-channel communication

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

Free trial
Free version
Request a quote
Promo Offer

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).

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