Jodo C3- Jodo Cloud Contact Center

Author: ritika raj 664 views

Jodo C3 is a Contact Center technology for the “connected” business landscape to deliver direct-to-customer experiences globally.
Jodo C3 goes beyond premise-based contact centers and gains a competitive edge by leveraging Jodo’s single cloud for multiple “connected” delivery centers, stores, etc. to deliver powerful phone, SMS, and email solutions.

Jodo C3 provides a powerful user interface for the agent called Jodo toolbar to handle all communication media within a single frame. 

The toolbar always displays Agent’s status.  The ready status indicates that the agent is available to take calls. The timer below the status shows the duration of the status in which the agent has been. If the agent wants to make himself/herself unavailable he/she can change it.

We shall now see the Tabs or functions provided on the toolbar(Left side of the toolbar)

The toolbar provides the dashboard, which shows a graphical summary of their status and the daily calls handled. The call count considers the medium in which the call was handled. 

Media traffic tab on the toolbar shows all the communication history handled by the agent for the selected date range and process.

The voice tab in the toolbar handles PSTN (telephone) voice communication. From here User can also dial a call and connect with the customer. 3 dialing modes are available: progressive dialing , manual dialing, and preview dialing in the toolbar.

On call connect the following call control options are available to the Agent: “End” “Mute,” “Hold,”  and conference. Conference could be with an internal party, an external party, or another user. The call could also be transferred to a third party.

Jodo has an integrated CRM that serves as a call guide. Data which are already avaliable in the CRM will pop up on the screen on call connect.The user can update customer data in the CRM  during a call.

The Agent is also provided a preview of the past conversation of the customers with the business in the History tab.A 360 degree of view is provided to the Agent.

Another important tool provided to the Agent for a smmoth conversation with the customer is the Scriptor. The scriptor can also have dynamic fields populated with information from the CRM.They also get a scriptor for a smooth conversation with the customer.  

Once the conversation is over, the session can be ended by clicking the End button.Onces the conversation ends disposition is offered.

The toolbar allows the Agent to use social media as well as email thus providing a unified interface for all media.