Built grounds up for scalability
- Distributed smart proxy architecture
- Scalability through module migration in real time
- Modular signaling and bearer processing
- Multiple protocol support
- Well defined inter-module communication
- “Big data” knowledge base
Mobility integral to platform
- Desk bound or mobile agents and experts
- Call presentation with caller ID and presentation with agent ID
- All feature support for mobile and desk agents
- Policy based mobility management
Omni channel
- Web engagement with Synergy
- Email / SMS
- Messaging
- Incoming/outgoing voice calls
- Video escalation
- Single interaction per customer on all channels
Hierarchical Dash board
- Match Agent/Supervisor structure to your orgnaization structure
- Contextual role based real time reports
- Secure Rest API
- Integrated soft phone on Windows, Mac, iOS and Android devices
- Policy based information security for any organization
- Monitoring and intervention administrative interface
- Network and bandwidth monitoring
- Customized reporting
Features
Multilevel IVR combined with ACD programmable rules allow for most organizations using man machine interface to support any application. Easy management for omnichannel outbound campaigns are integrated with Inbound campaigns for agent match besides skill and expertise.
Recording and Analytics
Embedded Artificial Intelligence helps system in predictive, preview & progressive dialing. Utilize the Smart Campaigns for marketing, Sales, data collection, information transfer and continuous improvement for better productivity
Omni Channel Center
Respond to customer promptly with inbuilt features like Web engagement tool, Email & Sms, social media integration, web chat and a lot more facility to give a 360 Degree contact to your customer.
Multilevel IVR with Automatic Distribution (ACD)
Multilevel IVR interactively allows intuitive presentation of context sensitive help. Where as ACD allows rule based call routing for various scenarios that can easily meet any organizational need.
Policy based data collection and reporting
You can improve what you can measure. Monitoring helps in Quality Control with Real Time Hierarchical policy based implementation. A multilevel organization needs a hierarchy support with agent interface, supervisor interface, as well as administrator interface. Multi Channel Reporting helps in multi channel resolution/disposition actions.
Real Time Reporting
Perfect smooth operations are possible by optimizing the process in a right way, but how is it possible? Our unique deployment after consultations of your needs help you to Keep track of your operations with multiple measures like speed of service, efficiency measures, executive customer handling, resources utilization, and error and rework rate.
Functionality that suits your Business
CRM Integration
Contact Center solution integrated with CRM can do wonders in improving the calling process. Prompt response from agents as they can manage calls from CRM dashboard. All information of customer can be accessed during a call when they are on call from CRM platform. This helps in better customer support through fast problem solving.
Web Chat
Web chat solution tightly integrated with Contact Center Solution to streamline the customer service operations as it helps customer to connect to service agents without any hassle. Smart AI algorithm helps to route customers to the correct agent for problem resolution.
