User Support

For the application to work properly, you must have an ADSL internet connection, use a Windows operating system, and use the Mozilla Firefox web browser, which can be downloaded for free.

Access information and the domain of your call center can be recuperated by providing the email address that was used for registration on the Access Information Recovery form found in the Support menu. To recover just your password, all you have to do it click on “Password Recovery” on the login page of your domain and an email will be sent to you with all of your access information.

The passwords to the single user panels can only be changed by the Administrator and the Project Manager, for their own users and those related to the projects for which he is the Project Manager respectively.

– Payment by credit card on-line
It ‘possible to charge the credit or purchase services with a credit card or pre-paid. We accept the following credit cards: Visa – Mastercard – American Express. The transaction is processed through the award winning service Stripe. Easy4Cloud Ltd doesn’t saves the credit card number on its servers even if the Customer selects to store the data to speedup purchases. The User can delete the card information at any moment. Payment is in a secure and encrypted mode, in compliance with the security procedures guaranteed by the circuit, and allows the purchase to be completed in real time.

– Payment by PayPal
In case of purchase through the PayPal payment method the customer will be directed to the PayPal login page. The amount of the order is debited from the customer’s PayPal account at the time of order. At no time during the purchase process Easy4Cloud Ltd is able to know the financial information of the customer. As there is no transmission data, there is the possibility that the latter are intercepted. No archive of Watson Srl contains or maintain such data. For each transaction made with the PayPal account the customer will receive a confirmation email from PayPal.

– Payment by bank transfer
If you are not in possession of a credit card, you can recharge your account by bank transfer or purchase services. Once you have selected your payment method you will find all the information necessary to complete the transaction. The timescales for crediting of charging is about 4/5 days (depending on the bank) or by fax 24 hours ahead of the payment slip to our Sales Department.

Our Bank Details are:

Account Holder: Easy4cloud Ltd

EUR Account
Bank code (SWIFT / BIC): DEKTDE7GXXX
IBAN: DE38 7001 1110 6052 7971 50
Address: Handelsbank – Elsenheimer Str. 41 – München – 80687 – Germany

GBP Account
UK Sort Code: 23-14-70
Account number: 61513386
Address: TransferWise – 56 Shoreditch High Street – London – E1 6JJ – United Kingdom

US Account
Wire transfer number: 026073008
Routing number (ACH or ABA): 026073150
Account number: 8310146813
Bank code (SWIFT / BIC): CMFGUS33
Address: TransferWise – 19 W 24th Street – New York – 10010 – United States

Top-up credit is specific and separate for services, voice and positions.

Invoices for costs are stored within the Client Data and Invoices area under the Call Center Settings, where it is possible to view and download them, as well as edit your personal details with the invoice information.

The users section is managed by the Administrator and the Project Manager for their own users and those related to the projects for which he is the Project Manager respectively.

Within the Users section, under the section for modifying the user type, it is possible to view an informative screen with all the details for these types, which can be useful for verifying what each single user can do and which functions they can view on their own panel.

Projects can be used, in the case of more complex call centers, to subdivide the work at hand. Specific project managers, users, teams, and campaigns are assigned to each project.

The Call Center Settings include:

• the summary of purchased positions, with the possibility of easily increasing the size of your call center;
• the summary of credits and VoIP lines with the possibility of reloading them;
• client data and modifiable invoices;
• the area shop for purchasing additional products for your call center;
• the summary of sent and received faxes, texts, and emails;
• the advanced settings for telephone management, call limits, report emails, viewing options for Agents, general parameters for configuration, and the settings for the email address for sending the register of daily calls.

The positions are the number of simultaneous access points to the application. The price of a single position includes access to all of the useable areas for a single user. All positions have access to an Agent’s panel, except the Administrator.

Positions can be automatically renewed by clicking on “Position Auto-Renewal” next to each entry on the Position Summary, or by manually clicking on “Renew” in the box dedicated to the positions in the Call Center Settings.

There is also the possibility of receiving a warning whenever your account falls below a predetermined limit level, or to choose a limit under which an automatic reloading takes place.

The Vocal Order Script is linked to the product section and includes the required questions for the voice recording that the Agent must make with the client during the closing of the contract (“contract stipulation”).

In the advanced settings of the Telephone Campaign section you can set a partner’s number or simply another third number for making recordings in the conference call mode.

You do not have to set the advanced settings for the application to function properly, but whenever you do decide to augment some functions or personalize them, you can easily access them and use them to:
– allow for call-backs to contacts after expiration;
– allow for Offline database insertion for Agents;
– send informative material by email with personalized sender and text;
– send material via fax and text;
– set a telephone number for a voice portal for doing recordings through conference calls;
– choose the email address for receiving daily reports.

The Supervisor Panel, designed to fit the needs of a Team Leader/Supervisor (the only person who has access to it), gives constant control over all of the Agents working for the associated teams.

The Reporting section allows for the verification of:
– agent monitoring ( the Supervisor can “listen” and “whisper” their calls, so he can suddenly take action against bad Agents’ work or he can assist new Agents during coaching);
– campaign progress (allows for the verification of total contacts, archived contacts, and contacts to call and to call back for every campaign);
– agent report (complete review of the work of every single agent in terms of calls, call-backs, and outcomes);
– agent productivity (verifies the contacts, contracts, and yield for each agent daily);
– outcomes (report related to all of the positive and useful outcomes of phone calls, and archiving);
– archiving (summary of all the contacts archived, with the possibility of downloading the contact information form);
– contract list (summary of all the contracts, with the option of downloading the contract, of the recording, and of the generalized export of the information obtained during the interview);
– the appointment report (summary of the appointments for each Sales Representative).

The value of quality of service, in an inbound environment, is expressed as a percentage, taking various factors into consideration based on the definition of two parameters:

– Reference Waiting Time

– Maximum Waiting Time.

The value measures deviation from the Reference Waiting Time as a percentage. 100% is reached if the calls received are all answered and specifically if they are answered within the Reference Waiting Time.

The percentage declines if the percentage of unanswered calls increases and if the calls are answered after the Reference Waiting Time, but it increases to a lesser extent if they are answered before the Reference Waiting Time.

Geo-dialing is a system that supports the optimization of arranging appointments for agents. It allows the viewing of the records present in the same area corresponding to one or more agents and guarantees optimization of time and reduced consumption, thereby improving sales turnover from useful contacts. This system combines perfectly with geo-referencing, replacing a process that until now was handled manually and often incorrectly.