Why We Need Contact Center Solutions Improve customer experience and contact center agent efficiency by adding powerful, affordable, multichannel functionality for voice, email, web chat, SMS, and fax to your contact center. Turn a cost center into a profit center by using agent downtime to automatically initiate outbound upsell calling campaigns. Whether you choose a cloud or on-premise model, we offer complete contact center solutions that grow with you.
Salient Features & Characteristics • All-in-one customer service solution that delivers consistent service to customers across multiple media channels and locations. • Powerful, comprehensive Contact Centersolutions to enable superior service, optimum agent productivity, and consistency with high performance to drive revenues for business and superior value for customers. • Microsoft Windows-based solution with common administration tools for all components. • Fast implementation with minimum disruption to the business. • Flexible, common administration and management. • Inbound and outbound voice calls with telephony and dialler capabilities. • Improve customer interaction with voice (inbound and outbound), email, web chat, SMS and Fax support Start with voice, and add multimedia channels without hardware.
Salient Features & Characteristics • Faster call resolution - skills based routing routes callers to the most able agent • Address book access so agents can quickly find the contact information they need to make calls and send emails. • Real time and historical reporting for all media channels. • Interactive Voice Response (IVR) and Task Flow Editor scripts. • Improved training and conflict resolution: Call recording provided for every agent
Salient Features & Characteristics • User profile and agent group privilege configuration to determine which features are available to users of the interface. • Agents: Make and receive telephone calls. If configured, agents can also communicate using email and instant messaging chats. • Supervisors: Monitor the activities agents perform on the IP Office Contact Center interface. Supervisors can also create, view, and edit reports, real-time information in the interface, and call statistics. • Administrators: Perform system administration, such as configuring email and chat services Administrators can also create and edit topics, objects, call flows, and scripts. • Very attractive price point to deliver best value solution in the industry • Simple & Easy installation: up and running in as little as a few hours
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