Sparrow Contact Center

Call Center Edition

Sparrow Contact Center is designed to simplify and enhance call management at busy call centers and contact centers of any size, maximizing performance, reliability, and expandability.

Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring. Sparrow Call Center provides your customers with a consistent and quality experience.

Agent & Supervisor Application

Tie together all of your Call Center communications in a simple interface via Sparrow Agent and Supervisor editions. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.

Real-Time Agent Monitoring

Ensure that your call center workforce is effective, successful and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on an active call and identify problems quickly and while listening use “Whisper” to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

Call Center Wallboard

Sparrow Call Center Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call center performance. Wallboards keep Agents informed with all call center activities while allowing them to remain focused on their own tasks.

Unlimited Queues (ACD)

Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Recordings

Easily set up call recording for all extensions and access them via a web browser. Improve security, customer satisfaction and raise the quality of your service by playing back and analyzing the call records. To make certain that callers have given their consent, you can set default or custom announcements to be played before recording begins.

Custom Development

Not every business is the same, and that is why we customize our software to the specific needs of each individual client. If your business needs a certain feature that is not available in the current version of Sparrow, our team of highly skilled developers will design and develop the feature in the timeliest manner possible upon your request.

Multilingual GUI

Sparrow is available in Spanish and French. Now our loyal Spanish and French-speaking users will be able to access PBXware in their native language.

Statistics

Access daily or monthly call statistics with ease. Filter the statistics by the date, caller and callee number. Gain insight into the extensions statistics, such as who and when has made a call, the total and average call time, the number of answered and missed calls and more. Use the graphs to display your call statistics data in a meaningful and easy to understand manner.

Queue Statistics and Reports

Real-time queue statistics gives you an in-depth insight into agent activity and queue traffic where you have the access to agent’s inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered calls, as well as total calls… You can display the reports visually by using a graph or export it as a PDF or CSV file.

Improve Service Quality

With the Sparrow Call Center, you can track call activities in real-time and generate relevant reports that will improve your business productivity. You can generate different types of reports, such as Daily, Monthly and Extension Reports. Each report can additionally be filtered by Datetime Range, Caller, Trunk, Duration and more.

IVR Statistics

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination.

Use your existing IP Phones

Sparrow is compatible with most IP Phones on the market. Use the same extension on multiple devices. Save time for both your IT personnel and your users by using features such as Automated Provisioning, Busy Lamp Field (BLF), Hot Desking, and more.

Headset Support

Sparrow Call Center is compatible with over 100 headsets from the industry leading brands. Some headsets from manufacturers such as Jabra and Plantronics offer advanced functionalities – allowing you to answer, hold, mute, or hang up a call using the headset buttons. Setting up and using your headsets is easy. Your clients will be happy, and so will you.

Make calls directly through your CRM

Incorporate all the features and capabilities of the Sparrow inside your CRM or Browser. Sparrow integrates with the most popular business apps, such as Salesforce, SugarCRM, MS Dynamics, Zoho, Zendesk, Bullhorn, Vtiger, Pipedrive and many more.

Archive your data in the cloud

Sparrow integrates with Amazon S3, Google Drive, Dropbox, and FTP. You are able to store voicemail, fax, and call data records automatically and keep them safe in a remote location.

Powerful speech to text

Sparrow’s voicemail system integrates with Google Cloud Speech-to-Text and IBM Watson (STT). Get text transcriptions of your voicemail messages sent to your email.

CallerID lookup

Reduce fraud, increase lead conversions, and improve message deliverability by integrating Sparrow with external lookup service. Provide a customer or business with a personalized experience – even if it’s their first time calling in.

Online self-care

Cut down your support cost and create a better experience for your customers with Saprrow’s online self-care portal. Through the online self-care portal, users can access their personal dashboard and reports, check their voicemails, make changes to Enhanced Services such as Caller ID, Do Not Disturb, Call Forwarding, and more.

Comprehensive Role Based Management

System administrators are able to create groups and users permissions in order to delegate the administration of Sparrow. Users are grouped by: Administrator, Site Admin, Operator, Manager, and Other Custom Groups.

Secure voice

Sparrow Call Center greatly increases security by encrypting your calls using TLS (Transport Layer Security) and SRTP (Secure Real-time Transport Protocol) protocols. And to add another layer of security, Sparrow now supports Let’s Encrypt SSL certificates.

Activity log

You can now track date, time and activity of each user to improve time management and increase productivity. Knowing who accessed various files and made changes on the server can increase security and give you a greater insight into how your business operates.

API

Connect your applications to Sparrow with the simple, powerful, and secure application programming interface (API). You can access Extensions, Trunks, DIDs, Ring Groups, IVRs, and more via HTTP protocol.

Asterisk CLI in Browser

Conveniently and securely access the Asterisk command line interface (CLI) straight from your browser.