Call Center Management Software
Technology that can control today’s multiple communication channels effectively
IVR System enables you to track, manage & monitor phone calls to and from your customers to interact & engage them. It streamlines daily call center processes easily. It serves as a help desk for client’s issues, extends the support and clears the path for customer communications with the organization.
What is the purpose of the IVR Call Center management system?
Build strong relationship with customers and better control over support system
Cloud based Call Center Software has been replacing the traditional practices to increase efficiency and productivity. It streamlines the workflow smartly by providing features for emails, chat, voicemails, support tickets and others. It is basically designed to assist two way communication and manage bulk calls easily via automation.
Call system Integration with help desks, ecommerce platforms , marketing software and chat systems provides important information about callers such as their previous purchase history, phone calls, voice mails. This information helps to provide improved service, better quality, increased accessibility and unmatched customer experience.
Call Center Monitoring System minimizes the waiting time, improves the service and solves issues ,as a result credibility of an organization increases. It provides the ability to adapt the changing demands of clients and make call center processes simple so that your employees stay engaged and focused on their job. Automating workflow ensures no call is left unattended hence providing quality customer service.Customized call centers according to your business requirements will help to gain an instant competition advantage and high performance.
Features of Robust IVR Call Center
Change your customer engagement platform to a place of greater flexibility, scalability & reliability
Built-in Telephony
Call control with a mouse allows you to hold, mute and transfer callers and assist you to do live chat, email and social media contact.
Call Routing
With automatic call distribution, assign incoming calls, based on the nature of the call & agent’s area, to the right person to ensure faster call resolution.
Seamless Telephony Integration
Computer telephony integration CTI operates call center tasks directly from the agent’s desktop and delivers information about the caller to the agent through screen pop.
Queue Handling
This feature ensures that the call is forwarded to only available agents instead of queueing up for other agents who are busy with other leads.
Call Logging
Keep the record of call log and analyze records of inbound or outbound calls and deliver critical insights based on frequency, length, and other factors.
Call Recording
Enable you to keep record of incoming and outgoing calls. Recordings are saved in the cloud so staff can access from anywhere at any time.
Omnichannel Support
Multi-channel capability to your company by integrating with SMS, emails and social media to access your customer to give them better customer support.
Active Reporting
Call center metrics like call volume and trends helps to plan staffing schedules and strategy for peak hours. Accurate data helps to solve customer-related issues
Call Scripting
Built-in feature of scripting all calls to ensure efficient engagement and interaction with customers. It also makes the conversion flow smoother.
Campaign Management
Handle every detail of a marketing campaign for call centers with the help of campaign management features to drive profitability and productibility.
Voice Recognition
Call center app digitized all incoming calls automatically and compiled into an easy-to-read text version with progressive voice recognition features.
Alert/Escalation
Set special ringtones to alert staff about special callers. It helps your staff to get alerted and contact managers to resolve issues and stop escalation.
Benefits of Cloud based IVR system
Seamless call center operations, faster resolution & best customer support with Call Software
Higher Representative Productivity
Manages the phone calls and directs it to the appropriate agent that reduces the wait time of customers hence improves employee working capacity.
Enhanced Efficiency
Easily manages more incoming calls, monitors large volumes smartly and escalates them when necessary ensuring greater efficiency and enhanced productivity.
Strengthened Customer Satisfaction
Timely response and issue resolution drives customer’s loyalty towards your company. Agents can access customer information to address customer concerns.
Better Sales
Better customer service leads to better sales as customers might tell others about their experience, convincing them to try you instead of your competitor.
Multifaceted Call Center Workforce Management Software
Efficiently manage company’s inbound & outbound communication using Call Center System
Banking & Finance
Consumer Goods & Services
Food & Beverages
Fashion
Insurance
Marketing Services
Healthcare
Hospitality
IT & Software
Banking & Finance
Consumer Goods & Services
Food & Beverages
Fashion
Insurance
Marketing Services
Healthcare
Hospitality