Connecting your own number to our application is a seamless integration of your new or existing office phone number with our cloud-based infrastructure. This integration allows you to make inbound and outbound calls to your customer with your own identity. Our application supports carrier types such as PRI and SIP trunk with any number of channels.
This feature allows your agents and team members to connect to the call center's systems and tools remotely, without being restricted to a specific physical location. This capability is facilitated through cloud-based technologies and remote access solutions. With this setup, agents can handle customer inquiries, provide support, and manage call center operations seamlessly, regardless of their geographic location.
Our application is designed to handle a large number of users and extensions. This involves having a scalable infrastructure that can accommodate unlimited extensions. Extensions can be of Call center Agents, Hard phones, Back office extensions etc.
Our queue management features is more flexible which enables you to create unlimited queues. By strategically creating and managing multiple queues, call centers can tailor their operations to meet the unique demands of their business, industry, and customer base.
Preferred Agent Selection features in our call center are designed to optimize the routing of calls based on various criteria, ensuring that customers are connected to the most suitable and available agent. These features improve customer satisfaction, efficiency, and overall call center performance. Using these features your customers can choose the same agent with whom they spoke earlier.
WebRTC phones is an integral part of our applications, enabling users to make voice and video calls directly from web browsers. enabling users to make voice and video calls without the need for dedicated hardware or software. WebRTC is supported by popular web browsers such as Google Chrome, Mozilla Firefox, Microsoft Edge, and Opera. WebRTC incorporates encryption for secure communication, ensuring the privacy and integrity of voice and video calls.
Call masking is a technique used to conceal or protect the real phone numbers of individuals involved in a phone call. It is often employed for privacy and security reasons, especially in situations where companies want to keep their customer's phone numbers confidential.
Here's how call masking generally works with an example:
A delivery person in your company is given a dynamic number to contact customers. These system-generated dynamic numbers act as a shield, preventing the actual phone numbers of customers from being disclosed. The delivery boy dials this number during delivery and our application routes this call to the actual customer number.
An auto-call schedule automates the process of scheduling and initiating phone calls at predetermined times. This technology is commonly used in various industries for purposes such as appointment reminders, payment reminder follow-up calls, and automated customer communication.
Enjoy the flexibility of video calling across various devices. Whether you're on your desktop, laptop, tablet, or smartphone, our feature seamlessly adapts to your preferred platform. Our user-friendly interface makes video calling a breeze. With just a clicks, you can connect with colleagues from anywhere in the world.
Importance of capturing special moments, preserving important discussions, and ensuring that no detail is lost in the flow of conversation. That's why our video calling feature comes with the exclusive advantage of unlimited call recordings. we don't impose time limits or caps on your call recordings. Record as much as you need, and access your recordings anytime, anywhere.
Designing an Interactive Voice Response (IVR) system with user-friendly flows is crucial for creating a positive and efficient experience for callers. you can create an IVR system that is easy to navigate, meets user needs, and provides a positive experience for callers. Regularly reviewing and updating the IVR based on user feedback and changing requirements will contribute to ongoing user satisfaction.
Live dashboards are a powerful tool for visualizing and monitoring real-time data from various sources. They provide at-a-glance insights and enable quick decision-making. Live dashboards provide real-time insights into call center activities, allowing supervisors and managers to monitor ongoing operations as they happen.
Role-based user access is a security and organizational strategy that involves assigning specific permissions and capabilities to users based on their roles within an organization. This approach ensures that individuals have access only to the information and functionalities necessary for their responsibilities.
Call monitoring is a process that involves supervisors or quality assurance teams overseeing and evaluating interactions between call center agents and customers. This practice is crucial for ensuring that agents are providing high-quality service, maintaining compliance with company policies, and meeting performance standards. Here's a more detailed look at how call monitoring works in a call center: Supervisors can listen in on live calls in real time to gain a firsthand understanding of how agents handle customer interactions.
Call barging is a feature commonly used in call centers that allows a supervisor or manager to join a live call between a customer and an agent. This feature is typically used for training purposes, quality assurance, or to provide real-time assistance to an agent during a customer interaction. Call barging allows supervisors to address issues or concerns raised by customers directly during the call. Call barging is often used for training and coaching purposes. Supervisors can provide real-time guidance to agents, helping them handle challenging situations or providing additional information.
Call whispering is a feature used in call centers that allows a supervisor or manager to provide real-time guidance or coaching to an agent during a live customer call. call whispering allows the supervisor to communicate with the agent without the customer hearing the conversation. This feature is commonly employed for training purposes and to assist agents in handling challenging situations.
Time condition-based Interactive Voice Response (IVR) systems are designed to handle incoming calls differently based on the time of day or specific time conditions. This type of IVR setup allows businesses to provide tailored and efficient services to callers, depending on whether it's during regular business hours, after hours, or during holidays. Callers are routed to specific IVR menu options or queues based on the time conditions. This ensures that callers receive the most relevant information or assistance depending on when they are calling.
Custom call center reports offer businesses the ability to gain deeper insights into their operations, make data-driven decisions, and enhance overall efficiency.Track trends over time to identify patterns and make strategic decisions. Custom reports can reveal seasonal variations, customer preferences, and other trends that can inform marketing strategies, product development, and overall business planning.Evaluate the performance of individual agents, or the entire call center. Custom reports can track key metrics such as average handling time, first call resolution, and customer satisfaction scores, allowing managers to identify top performers and areas for improvement.Support strategic decision-making with data-driven insights. Custom reports enable leaders to make informed decisions about staffing levels, technology investments, and other key aspects of call center operations.
A secure call center application is essential for protecting customer data, maintaining trust, complying with regulations, and safeguarding the overall well-being of the organization. Implementing a secure call center application offers a range of benefits for both the business and its customers. Our security features help prevent unauthorized access, social engineering attacks, and other fraudulent activities, safeguarding both the organization and its customers from financial losses. Security measures contribute to business continuity by minimizing the risk of disruptions caused by security incidents and ensuring uninterrupted services for customers.
An in-built Customer Relationship Management (CRM) system within call center system offers several advantages.Users can perform CRM tasks without switching between different applications, streamlining workflows and reducing the need for manual data entry across multiple systems.
The in-built CRM can be tailored to specific business requirements, ensuring that it aligns closely with the organization's processes and objectives.
API integration facilitates the seamless connection between different software systems, allowing them to communicate and share data in real-time.
API integration ensures that data is synchronized across multiple applications or platforms, preventing discrepancies, and maintaining consistency. We provide API integration capability all major applications and to your in-house developed CRM as well.