call_center_management_platform

Call Center Management Platform

  • Call Centre applications are an integral part of almost any business – from sophisticated call centres down to the smallest of operations.
  • A call centre is a complex integration of computers, human operators(agents), telephone and packet network and their equipment.
  • The fully integrated call centre application enables the rapid delivery of full-featured hosted call centres, meeting the needs of the most sophisticated enterprise customers and providing new revenue generating services.
  • Call Centre solutions allow service providers to not only differentiate themselves in a crowded market, but benefit from recurring high margin services.
  • Call Centres can be classified into three types, depending of whether they handle inbound traffic, outbound traffic, or both inbound and outbound traffic, and their scale can vary from a few thousands of agents.

Call Centre Platform

Ours is a single box solution which has inbuilt ACD, IVR, Voice Logger, Dialer, CRM and many other features. Solution proposed will include: IVR, ACD Inbound, Manual Outbound Dialing, CRM, MIS Reporting.

  • Call Conferencing
  • Automatic Call Distribution
  • Third Party Verification (TPV)
  • Interactive Voice Response
  • Voice Logger with 100% call recording & MIS report
  • LIVE Call Barge-In
  • Caller List Management with updated NDNC
  • Customizable Disposition
  • Intelligent Re-Scheduler
  • Real Time Reporting
  • Rule based Automated & Manual Backup
  • MIS Reporting with 100+ templates
  • Web based Management Panel

Predictive Dialer

What differentiates common auto dialers in the market with our World-Class Predictive dialer is the predictive algorithm that guides the dialing principle. Most of the dialers touted to be predictive are nothing more an auto dialer with manually managed pacing. The true predictive dialer is adaptive in nature and adapts and controls its behavior based on the past pattern of dialing and Agent's call handling patterns.

Multiple Dialing Modes

  • Predictive / Preview / Manual / Progressive
  • Rule-based dialing
  • Agent-less (IVR) Dialing or Broadcast Dialing

Advanced Features

  • Dynamic Call Pacing
  • Complete & Selective DNC Management
  • Compliance / Exclusion
  • Multiple Minute Providers Integration
  • Intelligent IP Telephony & VoIP handling
  • Callback Scheduling
  • Facility to move between Manual & Predictive calling
  • Web based Interfaces for configurations

Features Offered

  • Non EPABX based Inbound Call Facility
  • LAN based Agents Connectivity
  • Support for Telephone/Head Phones
  • Music Played to Callers in case of Call Waiting
  • Recording Files of all the Calls through GUI
  • Supervisor feature enabled in the Solution
  • Automatic Call Distribution System
  • Real Time MIS Reports- Agent Wise, Caller Wise