Brekeke CCS

Brekeke Contact Center Suite is a software suite designed by Brekeke Software, Inc. to build hosted call center and contact center systems. According to the vendor, this suite provides various functionalities such as automatic call distribution (ACD), call queuing, agent management, outbound engine (dialer), real-time and historical reporting, call history search, and customer relationship management (CRM) integration. It is suitable for small to large enterprises and service providers in industries such as call centers, contact centers, customer service, telecommunications, and healthcare.

Key Features

ACD (Automatic Call Distribution): According to the vendor, the software efficiently distributes incoming calls to available agents based on predefined rules and criteria, aiming to ensure fair distribution and optimize agent productivity.

Call Queuing: The software manages incoming calls during peak times by placing them in a queue until an agent becomes available, with the goal of improving customer satisfaction and preventing call loss or abandonment.

Agent Management: According to the vendor, the software enables supervisors to monitor and manage agent activities in real-time, including performance tracking, call quality monitoring, and scheduling, aiming to enhance overall agent performance and customer service.

Outbound Engine (Dialer): The software automates outbound calling processes, supporting various dialing modes and providing comprehensive reporting and analytics for outbound campaigns, according to the vendor.

Real-time Report: According to the vendor, the software provides real-time insights into call center performance, allowing supervisors to make informed decisions and optimize operations with customizable dashboards and visualizations.

Historical Report: The software generates detailed reports on call center performance over a specific time period, facilitating trend analysis and performance evaluation for continuous improvement, according to the vendor.

Call History Search: According to the vendor, the software allows agents and supervisors to search and retrieve call records based on various criteria, facilitating call tracking, dispute resolution, and compliance.

CRM Integration: The software integrates with customer relationship management (CRM) systems to provide a unified view of customer interactions, aiming to streamline workflows and enhance customer service, according to the vendor.

SIP Server: According to the vendor, the software is a stable and feature-rich SIP Server that supports SIP TCP/TLS, provides SIP Failover for high availability, and supports RTP and SRTP for secure voice communication.

IP-PBX: The software is a feature-rich IP-PBX that supports Automatic Call Distribution (ACD), offers Computer Telephony Integration (CTI) capabilities, and supports RTP and SRTP for secure voice communication, according to the vendor.