OMNI CHANNEL CONTACT CENTER SOLUTIONS
On-Premise, Cloud or Hybrid
Automatic Call Distribution (ACD)
Intelligently automate inbound call distribution to route customer support queries to the best-suited agent according to type of information required, agent availability and agent skill-set.
Skill-based Routing
Connect each customer to the best suited agent available for interaction. Enhanced skill based routing with the provision of a smart scheduler helps inbound call centers to identify longest idle agents with higher accuracy.
Interactive Voice Response (IVR)
Integrate your IVR with your crm to enable self-service for the customers and in case of further assistance, make sure right customer reaches the right agent at the right time.
Omnichannel Support
Do not lose out on any opportunity to interact with the customers via multiple channel as per their convenience. Inbound call centers providing omnichannel support are better equipped to resolve customer queries dynamically and have more satisfied customers.
Virtual Queuing/ VQ Pass
Reduce call abandonment rate by giving customers the option of ‘Passing’ the queue and connecting directly to the agent after getting notified about the expected wait time or requesting a callback at a convenient time.
Unified Agent Desktop
Arm your agents with a single view of all interaction channels, customer data, previous interactions and knowledge base
Customer 360 Degree
Map your customer journey across channels, arm your agents with a single view of conversation with customers and improve customer support.
Social Conversations
Use social media tools to convert your customers into promoters. Integrate Facebook, Twitter, WhatsApp, WeChat, Viber, and Line, be where your customer is.
Knowledge Base
Reduce agent on-boarding time and make sure your agents have up-to date information to answer customer support queries.
