Keep customers happy and handle their call with maximum efficiency using a customisable toolkit of inbound contact handling functionality. Our solution provides truly intelligent Interactive Voice Response (IVR) features and advanced Automatic Call Distribution queues, with flexible and dynamic call handling rules.
A diverse range of custom contact handling technologies can be deployed on each inbound answer point, including a flexible and sophisticated IVR platform to offer customers choices in how their contact is handled. This is complemented by a robust set of inbound queue handling rules to distribute and handle calls with maximum efficiency.
Once a contact is routed to an agent, the Agent Desktop provides a screenpop of all the relevant information needed to help them handle the call.
Automated Speech Recognition
Calls can be routed to agents based on customer selection, service levels, agent skills, or a customisable range of additional metrics.
Quickly and easily change your messages on hold. Customise messages for different queue streams – service, support, sales.
Manage unexpected call spikes by overflowing calls based on static or dynamic thresholds; calls can be redirected to other queues, recorded messages, voicemail, or external destinations.
Customer information is provided to the agent in the screenpop during the call. Call information recorded by the platform can be integrated with data from CRM systems for simple access.
Screenpop integration can provide access to customer or company data housed in an external database or CRM system and display it within the agent desktop. Data can be read-only or two-way.
Contact centre managers have instant control over all the critical functions they need to monitor and manage the contact centre.
And because it’s all housed securely in the cloud, they can review, access and update what they need to from anywhere, at any time.
Our powerful real time dashboards display instant alerts when inbound volumes spike. Quickly scale up with more agents or allocate outbound agents to assist. Keep watch on key indicators like Grade of Service and take action as required. Dashboards and wallboards can be configured to display information in a variety of ways.
No waiting for third party providers to make changes to agent allocations or IVR messages. It’s all easy to update, and available to your team within seconds. And when it comes to User management, we’ve developed a simple interface which means you have the option to take control of user administration and workflows in-house.
Our market leading, intuitive Business Insight suite contains a broad range of pre-loaded, interactive visual reports and dashboards. You’ll gain valuable insights into call volumes, agent dispositions, Grades of Service and much more. Every user can customise the dashboard to display the stats they need – in the way they want.