RichCall connects to your IP PBX to send online calls right to the contact center software. It can even supplement the online call with a DTMF sequence to get the call transferred to the proper skill group.
When transferred, the call gets in the queue along with incoming phone calls and finally reaches the available agent.
Thanks to this seamless integration, RichCall uses IVR, routing rules, queues and skill groups already configured for traditional phone calls. And even more – online calls get recorded by your existing call recording software.