Route Customer Queries to the Best Available Agent
Provide a superior customer experience by routing your customers to the right agents. Achieve a higher level of First Call Resolution (FCR) and increased CSAT with intelligent routing algorithms like preferred agent routing (Sticky Agent Routing), Skill-based routing (Route based on an Agents Skill parameters), and customer persona-based routing (Route dynamically based on CRM input).
Help Anxious Customers with an Interactive IVR
Help customers with personalized voice prompt as answers to most of their queries with a self-service IVR, without the need to involve your agents. Choose from a Simple IVR, Multi-level IVR, and even a Dynamic IVR, so you can customize your workflow as per your business. Few highlights being, office hours configuration, custom welcome prompts, queue management, prioritized routing, dynamic IVR.
Empower Agents to Deliver a Personalized Contact Center Experience
The inbound call center software solution provides a unified agent desktop, a cross channel view, CTI & CRM view, enabling your Agents to have contextual inbound interactions. As agents have access to customer information like previous interaction history, contact information, it enables them to understand the customer context and have smart conversations with customers.
Measure and Scale your Inbound Call Center Operations
Monitor real-time productivity of inbound Agents with built-in real-time channel monitoring via Voice & Chat. The managers or supervisors can check the Agent efficiency in real-time by snooping, barging, whispering, and conferring the live call and chat channels. Additionally, get 18 reports on various business and operations KPIs at your desired frequency.
Enhance Conversations by Integrating with Leading Applications
Integrate your inbound contact center software CRM with leading applications like Zendesk, Freshdesk Mint, LeadSquared, Zoho, MSD, Kapture, and Freshsales. CRM integration enables you to deliver consistent support while improving agent productivity and making real-time decisions more insightful.
Enable agents to access all customer data and related interaction history in unified agent desktop
Provide on-call assistance to agents with team collaboration features like internal chat, call transfer, and call confer features
Analyze call quality and score each call on the basis of different scoring parameters to enhance the call quality
Help customers with an interactive IVR to solve all first-level queries without involving your agents
Move agents from one queue to another, depending upon the high call volume to best use the agents capabilities
Get complete call of data abstraction with masked numbers in the agents dashboards to protect customer’s privacy
Mask the dial tone multi frequency to ensure maximum privacy for customer’s sensitive data
Schedule call back or take follow up on the calls for a specific time or date mentioned by the customers
