Inbound, outbound, blended, and helpdesk
Inbound
Self service IVR
Allow customers to self serve themselves for common actions and frequently asked questions with zero intervention of agents.
Off-hour calls
Handle incoming calls during nonworking hours or on holidays with a custom IVR, voicemail, or call forwarding.
Automatic Call Distribution (ACD)
Automatically distribute calls among different call queues or connect an incoming call to the right call routing strategy.
Sticky agent
Always connect an incoming call from a customer to the same agent or customer account manager.
Skill based routing
Route an incoming call to the most skilled agent from the available group of agents.
Ring group
Ring extension or softphone of all agents in a group until one of them attends the call to boost remote operation efficiency.
Outbound
Auto dialer
Automatically dial the numbers from the lead list to eliminate manual dialing errors.
Predictive dialer
Predict the availability of the agent and call pick up rate to connect and assign the next call to the agent.
Progressive dialer
Automate dialing the next numbers in the sequence on agent readiness to take the next call.
Power dialer
Balance out productivity and experience by automatically dialing the number on call hang-up.
Preview dialer
Prepare your agents to have context driven conversations with a preview based auto dialing.
DNC control
Manage do not call subscribers at the campaign and system level with the DNC control feature.
Blended
Blended calling
Empower your agents to handle both incoming and outgoing calls in a single campaign.
Queue management
Manage inbound and outbound queues efficiently to optimize blended calling campaigns.
Prioritization
Prioritize inbound or outbound calling to handle a priority call or campaign efficiently.
Call routing strategies
Take advantage of all automated call routing strategies to enhance customer experience.
Auto dialers
Take advantage of all auto dialers based on the nature of the campaign or lead list.
Manual dialer
Connect with an unsaved customer number using a virtual dialpad of a manual dialer.
Helpdesk
Ticket management
Manage open, resolved, in progress, and other support tickets and relevant communication using a single system.
Ticket grouping
Group tickets in different groups to streamline ticket handling and resolutions by delegated teams.
Ticket prioritization
Prioritize tickets and their resolution by assigning priority to managing ticket queues effectively.
Remote collaboration
Allow remote teams of customer care, technical support, and more to collaborate and speed up jobs.
Automated callback scheduling
Schedule a callback to update the customer or ask the required questions related to the support ticket.
Automated ticket status updates
Send status updates for the raised tickets via unified communication channels using automation.
Omnichannel and digital communication
Single system
Use a comprehensive omnichannel solution to manage all communication channels.
Digital communication
Improve customer experience by adding trending digital channels to provide support.
Multitasking
Allow agents to handle multiple customers simultaneously with omnichannel support.
CTI and other Integrations
Click to call
Let your agents simply click on the number to automate calling to boost productivity and efficiency.
CRM popup
Automatically retrieve to show customer data from CRM into the call center dialer system in a popup.
Reports
Manage and monitor all logs of changes made, plus, system usage in extensive reports.
Agent controls
Call controls
Let your agents control calls more efficiently with features like call mute and un-mute, call hold and retrieve, call forwarding, and more.
Call transfer
Allow your agents to transfer complicated or difficult calls to supervisors or other skilled agents in the group.
Call forwarding
Facilitate agents and customers to retain a bond or nurture a lead with effective call forwarding.
Call script
Provide an easy to skim and campaign specific call script to handle calls more professionally and uniformly.
Voicemail control
Let agents listen to extension specific voicemails to take the required actions to serve clients.
Agent side reports
Provide an opportunity for self assessment and self learning with agent side reports.
Quality monitoring and supervision
Live monitoring
Monitor calls and performance of contact center software and agents with live statistics and dashboards.
Barge-in and whisper
Supervise agent performance with barge-in and give them real time training without customer acknowledgment.
Conference calls
Take a conference call with the agent to provide case based training to handle different types of client calls efficiently.
Call recording and monitoring
Record all calls and download or listen to recorded files to review and monitor the quality of calls.
Agent rank
Give ranks (scoring) to agents depending on their overall performance and productivity to manage agent grouping.
Reports
Monitor and measure key performance indicators (KPIs) in wide-ranging reports to build future strategies.
Our call center solutions have wide ranging features and functionalities to level up the performance of your agents, supervisors, campaigns, and KPIs. Witness all intelligent contact center software features in a live walkthrough.
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