Cross-skill your team and increase productivity with multimedia and blended solutions. By implementing a single universal queue for multiple channels (including voice, email, SMS, web chat, WhatsApp and social media) every interaction can be routed, recorded and reported on according to the desired SLA.

Automatically dial customers or leads and deliver only valid calls to your team using various dialler modes (including predictive, power and preview). The system evaluates the number of interactions it has to initiate in order to adjust the performance in real time. This assessment is based on previous statistics that in real conditions, guarantees maximum effectiveness and productivity.

At 1Stream we understand that recording is critical. We offer real-time recording of all interactions including screen, voice and multimedia to an encrypted, secure central storage environment. Retrieval of any recorded interaction is available from the browser based supervisor application.

Rich and robust customer data reports will transform your business. Easy-to-use and sharable dashboards enable all stakeholders in your team to spot issues and make real-time decisions. Access the system remotely to make changes or monitor performance with this web-based tool.

Quality Monitoring is available from a web application to ensure legal compliance and monitor agent performance. All voice and multimedia streams carried out by your team are available enabling supervisors to score calls, tickets, emails, chat sessions and social media interactions. Remedial training is available through e-learning modules.

Elevate your team with the power of data. Tableau brings all your data together in one single view with insights on how people see and understand data. It’s robust, scalable platform works for organisations of all sizes.

Integrate to the official WhatsApp API to enable your team to manage WhatsApp conversations. All conversations are routed, recorded and reported on in single universal queue.

Apply surveys to all calls and provide the contact centre management with a variety of responses to survey questions. Ideal tool for your team to derive NPS scores.

Route customers using voice or keypad with our advanced IVR. All your callers need to do is describe, in their own words, the reason for the call. Natural language understanding technologies capture the caller’s speech and intentions and can reply in a customizable human voice or route the phone call to a human agent.

Ensure your back-office team are connected. Our VOIP based PBX solution for back-office users includes soft phone, hard phones, converged phones, mobile applications, hunt groups, IVR and voice mail.

Locate your team anywhere in the world with OneAgent. This web application (available through WebRTC technology) works through an internet connection and a browser, without any extra software. It offers a fully unified multichannel and multisession interface which maximises the service quality and the team member’s performance. It has interaction controls (answer, hold, conference, recording), sidebars with statistical information, excellent audio quality with notification mechanisms from supervisors.

Maximise your CRM investment with custom integrations that embed telephony into your current system. Increase productivity through ease of use and reporting. Standard integrations include: Zendesk, Salesforce Freshdesk, MS CRM, Sugar CRM and SAP. Webservice API’s allow access to every part of our system, including custom fields and methods in custom developed modules.

Numerous safeguards have been implemented to protect customer data. We take security and privacy seriously and are committed to GDPR and POPIA compliance. 1Stream has implemented the appropriate processes and policies to comply with the relevant legislation.

Drive productivity and reduce the cost of service in your business with an array of automation, chatbots, dynamic scripting and voice analysis. These solutions provide ease of use and choice for your customers.

Improve customer interactions using our Chat Bots. Build a self-service chat that constantly learns and enhances its responses according to what your audience needs. The customer can choose to talk to a human agent at any time

Create dynamic, intuitive scripts to empower and guide your team through any customer interaction ensuring they have all the information they require in a single place, right when they need it. Installed as a standalone scripting tool or a fully integrated agent desktop, it is 100% browser based. Presented within a single application window makes it simple to implement, easy-to-use and reduces training time. Whether you’re focusing on sales, service, retentions or collections, the 1Stream Scripting solution empowers your team to deliver an exceptional customer experience.