Manage Customer Interactions like a Pro, setup an Enterprise level professional contact center without investing in hardware, installation, and infrastructure.

 

virtual call center software

Call Recording

Automatically records and stores inbound and outbound calls. The supervisor can play them later to review agents' performance during calls to ensure they are compliant with your company’s quality standards.

virtual call center software

On Call Options

On call features like hold, mute, transfer and conference are available to ensure that a professional experience is exhibited during customer calls.

virtual call center software

Call Queues Options

Keep your customers engaged with custom music and wait time notifications whenever they are in call queues. Your customers can also request a callback at a convenient time or record a voicemail message.

virtual call center software

Auto Dialer

Auto Dialer automates outbound calling procedure while managing multiple campaigns and leads. It detects answering machines, SIT and busy tones; so that only live connected calls are forwarded to the customer service agents.

virtual call center software

Click-to-call

Click to dial functionality allows agents to automatically dial customer numbers by a single click of a button. Agent is not required to manually dial, enabling fast, organized and efficient communications.

Call Disposition

Configure call disposition options so that the context of every call is retained and is made available to all the stakeholders. This will ensure your internal teams are accurately aware of the latest interactions with the customers.

Configurable Working Hours

Configure business hours for your organization so that any call outside the working hours can be appropriately routed using the call routing features to provide a seamless experience.

Automatic Call Distributor (ACD)

ACD directs inbound calls to the best available agent based on configured business rules and algorithms. This seamlessly routes queued callers to available agents improving customer experience by minimizing hold time.

Interactive Voice Response System (IVRS)

IVR system enables customers with the option of either managing their interactions with or without the assistance of an agent. This helps the organization in automating routine queries that can be expedited with an IVR system reducing cost per call.

Preferred agent/Skill based Routing

Preferred Agent Router direct customer calls to preferable agents based on various parameters; data-based, where call from customers in his lead list will be routed to him if he is available, and/or skill-based, where the call is routed to agents of preferable skill sets.

Forward to Personal Phone

Forward calls to mobile phones or landlines so that your agents are always available even when they are working from home.

cloud contact center solutions

Contact history

Have a comprehensive display of all the customer interactions across channels like calls, emails, chats and social, so agents are well informed about the case history before the call.

virtual call center software

Omnichannel Presence

Communicate with customers in their preferred channel of communication.This enables your agents to reach customers from various channels by seamlessly moving between social media, mobile, live chat, email, and phone calls. 

 

 

cloud contact center solutions

Business Tools Integration

Easily integrate with your business applications like Salesforce, Freshdesk, etc., to render a better customer experience

cloud contact center solutions

Computer Telephony Integration (CTI)

By having the Computer Telephony Integration widget within your CRM, you can have the benefits of not toggling between applications for a comprehensive customer interaction

 

 

Real-Time Monitoring

Real-time Assessment Tools allow call center managers and supervisors to monitor real-time conversations between customer and agent. With tools like Call Barging, Whisper Coaching and Call Conference, the supervisor is enabled to take real-time decisions.

cloud contact center solutions

Supervisor Dashboard 

Assess the performance of your team with Agent Metrics such as Schedule Adherence, Average Handle Time, First Call Resolution rate, etc.

Custom Reporting

Create custom reports by applying filters on key parameters like time frame, department, campaign, etc., to arrive at the most critical business metrics as per your organization.

cloud contact center solutions

Detailed Reporting

Get easy access to reports and gain deeper insights of your contact center metrics on a real-time basis. Analyze the comprehensive data available and continuously monitor the agent’s performance in order to improve the company’s productivity and reduce inefficiencies in business operations.

 

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