Multi Channel Call Center Software
Web Based Solution
Mobile App
Live Dashboard
Call Center Software Solutions
Multi Channel Call Center Software
Interact with your customers the way they want !
Multi Channel Interaction
Engaging Customers on a multi channel interface like Voice, Video and other platforms like Social Media, Emails, Chat & SMS.
Mobile App
Mobile App allows Agents and the management team to access the call center and serve customers from anywhere in the world, even from home.
Intelligent IVR
Our solution can recognize & differentiate calls, facilitate the caller experience with ‘expected wait time’ and efficiently solve trivial queries without routing the call to a live agent.
100% Web Based
WebRTC enables call centers to improve their customer experience without the need of additional software, plug-ins and other infrastructure.
Seamless Integrations
Our platform seamlessly integrates with customer CRMs and various solutions to provide additional features and to create a better customer experience.
Automatic Call Distribution
The call center solution that routes calls to the agent most suited to solve the issue. It allows uniform load distribution of calls and ensures that each call is routed to the most appropriate available agent.
General Features and Attributes
- WebRTC enables call centers to improve their customer experience without the need of additional software, plug-ins and other infrastructure.
- Engaging Customers on a multi channel interface like Voice, Video and other platforms like Social Media, Emails, Chat & SMS.
- Applet Based event API’s.
- Expected Wait Time & Virtual Queue.
- Easy Scalability.
- Skill Based and data driven call routing.
- Integrations with existing CRM & other In-house Applications/ Mobile Apps.
- Self Service IVR & Chat Services.
- Single UI equipped with end to end reporting, BI & Analytics Capability.
Inbound Capabilities
- Reduce customer wait times by intelligent routing and dynamic queuing.
- Personalized service, DNIS and Music-on-hold.
- Meet SLA’s with High availability and Load balancing.
- Increase productivity by Callback management and capabilities for cross-sell and up-sell.
- Improve response time through unified Multi-Channel presence and intelligent FAQ based Knowledgebase.
- Provide Self-Service by customizable IVR call flows with API linking capability and supporting Dynamic flows.
- Supervise and perform QM by barging, snooping, conference etc
- Ensure compliance through Voice recording, effective reporting, DNC management and QM tools.
- Chatbot Interface on Website and mobile application offering rule based Visual menus and helping in Navigation, Information and Transaction.
Outbound Capabilities
- Automated Dialing.
- Preview Dialing.
- Timely call backs for follow ups on booking cancellation & Refunds etc.
- Timed Preview Dialing(Progressive).
- Predictive Dialing.
- Precision Dialing (compliance).
- Industry leading call analysis and AMD. Intelligent and Dynamic Pacing Controls.
- Outbound Campaign Management including Voice broadcast (agent less) for airlines promotional offers.
- Advanced List Management.
- Scripting and Desktop automation.
Real time Monitoring and Analysis
- Optional Full Time Logging.
- On demand recording (Agent or Supervisor).
- Business rules-based recording.
- Record calls and agent screens.
- Encryption and security features that meet PCI DSS compliance standards.
- Evaluate agent performance.
- Customer scoring of transaction – Send CSAT email to the customer to get customer feedback. Tag customer feedback with Agent id to get 360-degree score for agents.
- Flexible score card development to meet unique business goals.
- Add comments, documents or voice recording over the recorded file for agent review.
- Mark your voice recording with your comments for later review (Competitive analysis, Training).
- Can segregate a piece of voice log for measuring an agent’s performance.
