Curo IP – Version 6, whats new?

Aug-2020

What’s New in Curo IP Version 6

The time has come for the latest Curo IP release. Some exciting new offerings are in play with this update and we hope you continue to enjoy the development path the product is taking to deliver innovative products to UK businesses.

All of our Curo IP products connect seamlessly and are designed as a software suite. We provide everything you need to communicate, collaborate, and connect.

To make it easier for our readers, we are going to issue dedicated product update blog posts so you can get a more in depth understanding of Curo IP and its new products wider benefits. Stay tuned for posts specifically about Curo IP meetings, where we zoom in on the features!

In the meantime, see below the improvements, new features, and What’s New in Version 6!

Curo Meetings

Curo IP Meeting is a new product, chargeable to use but for the minimum cost a huge benefit to Curo IP users. In Curo Meeting, users can video conference, share their screen, instant message, and send file links all at once!

Setting up a meeting is extremely easy! Meetings can be pre-planned, users will receive an e-mail notification as a reminder, or spontaneous. With the click of a button, a single or group chat can become a meeting.

There is a very simple drag and drop feature already used for conference calls within the Curo IP platform and instant messaging is also available for Meeting which you will see more about on the next offering. Users can add/remove participants as needed and even send invitations to non-Curo IP users! As of the 18th of August 2020 we are still testing this in BETA and expect to be having this available fully to all clients within September.

Mobile App Chat

The chat function onCuro IP has been improved and unified in version 6! Before, users could only join dynamic/existing conference calls and receive and place calls on the mobile app. Now the instant messaging feature on your desktop app is available on your mobile device.

Users now have all the same chat functions from the desktop to the mobile application in the field. Functions like: Group Chat, Name the Chat, Drag-and-Drop Contacts, Search in Message, and File Sharing. The data syncs between desktop and mobile applications so users will never miss a message.

Central Phone Book

The Central Phone Book feature  improves user contact management by allowing Curo IP administrators to manage a centralised list of contacts. Central Phone Book enables you to sync your professional and personal contact directories directly into your Curo IP system.

Central Phone Book is shared across all Curo IP users and their supported handsets. Thanks to a mini LDAP server, the sync is instant! Before, users would have to reset their phones to save the contact, not any more! 1

That is not ideal when you have a large list of contacts to input. This feature allows users to upload or download a large number of contacts at once. They can be extension-specific contacts for more customisation or per tenant. The contacts are easily searchable and it works with major phone providers!

Wake-Up Call

This feature was highly requested by our  customers and is a necessity for hotels and other hospitality businesses etc. In the Enhanced Services section of Curo IP, there are two options provided to set Wake-Up Calls:

  • Enhanced Services – Wake-Up Call – *411
  • Enhanced Services – Operator Wake-Up Call – *412

The difference between the two options is *411 is a regular Wake-Up Call you create for yourself and *412, Operator Wake-Up Call, allows you to set it for someone else. In both cases, you go through an IVR and give the necessary information regarding the time when the wake-up call will be made. In the IVR, users can also edit, create new, list, or clear all as needed.

When you receive a Wake-Up Call, a different IVR is triggered where you can decide to cancel or snooze the call, like you would an alarm.

Curo IP Contact Center Edition

 

Blending Mode

Call Blending options

The newest version of Contact Center supports a blending mode for Agents. Blending mode is available in two forms, Automatic and Manual. In automatic blending mode, the system will automatically switch the agent between Inbound (Queue) and Outbound (Campaign) calls.

This will increase the productivity time of the agent, because they will always be on the phone. However, it is good to have the option to choose which mode you want to be in when the volume of calls increases. Manual Blending makes it possible to switch between Inbound and Outbound calls manually. The switching mode can be managed by the agent, in the agent panel, or by the supervisor.

Dialer

Curo IP CC Edition 6 now offers a licensed Dialer feature! This new feature allows lists of data to be loaded into the database. Then the application runs and dials these numbers based on the algorithm or settings entered by the administrator.

While using the dialer, the agent’s interface displays specific information on each call, as well as who is next. The information the agent receives is completely customise able and can be done through the admin login.

The dialer is managed through campaigns because every campaign has a list of leads that must be called. The admin of the campaign is in charge of the strategy the dialer will use, Power, Progressive, or Preview. When the campaign is complete, a report with names, numbers dialed, and the outcome of the call will be available.

Skill Based Routing (SBR) 

In our version 5 of Curo, we introduced queue rules and penalties. A penalty classifies how the calls are distributed to the agents through the queues. For example, if you had no penalties or a penalty of one, you are the highest priority agent. The system will assign calls to the highest priority agents first, and then only if everyone is busy, it would go to your lowest priority agents.

With that being said, the SBR feature in Version 6 makes it possible to open a call to more members or a completely different set of members! Agents with different penalties can now answer a call during different periods, as previously defined in the rules section.

For example, in a contact centre, you may have agents who are trained in different departments. If you had an agent who was experienced in sales, working in the support department, that could be of advantage to you. The administrator can set the support employee with experience in selling to the lowest priority.  In the event the sales queue is extremely busy, the support employee could help. The admin would need to set a rule for the sales queue as “when all sales agents are busy, and customers in the queue have been waiting longer than a minute…” then another member could answer the line.

Now you have reviewed the notes of version 6 we hope you are excited to get your hands on the upgrade.

Should you wish to discuss any of the options availible with the upgrade please reach out to our team by emailing sales@rydalcomms.co.uk , calling +441733511116 or contacting your account manager directly.

 

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