Ensure full confidentiality within the contact centre with the help of flexible configuration of roles in VoIPTime Contact Center.
Creating and configuring roles with the appropriate access level
You are no longer limited in the choice of standard user roles, i.e. a manager, a supervisor, and an operator, which have established tabsets. If your colleagues handle challenging requests calling for different functionality, create an appropriate role with the required access level and make a list of necessary tabs and reports. Another functionality will be denied for the user.
Fig. Accessibility setup for a new role in the system.
Visibility of client card fields
VoIPTime Contact Center v.2 allows you not only to create the necessary number of client card fields, but also to make settings for these fields to be displayed as well as for editing and deleting comments for the users with different access level. For example, all confidential information regarding customer's passport details can be concealed from the operator while being available solely to the manager with the maximum access level.
Visibility of client's contacts
Operators have access only to the information that they absolutely require in order to perform their job. So, you can easily deny displaying or partly display client's phone number, his address, email, etc. This will allow you to preserve confidentiality and prevent data leakage, which is particularly important for financial institutions.
Fig. Client card with partly concealed contacts.