Your process owners, trainers, and SMEs define the process and verbiage that agents should follow during the call. This is built into an easy-to-use call flow the agents follow and control on their desktop.




The process owner uses Visio-like capabilities to build intelligence into call flows based on CRM information and what the customer might do on the call.

KomBea ProtoCall is typically used on process-improvement focused, cross/up selling, and/or high-compliance calls or parts of calls, and while we anticipate possible directions the call can go, we don’t try to cover every scenario...the agents simply blend in their live voice if the call needs to go outside the process flow.

ProtoCall Administrator includes a reporting module that allows you to instantly get agent level results on every call and drill into and listen to calls without expensive call recording software. At any moment throughout the day, you can see what calls were out of compliance and you can access and listen to simple .wav files to see what the problems were on a call or for a particular agent.

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