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Offer a great customer experience

Taking advantage of the tools you already have in place is a very important part of our services. We can provide you with the necessary communication tools to help your teams and technology work better together and enhance the effectiveness of 360-degree communications.

With you in mind, we build all these great features

Ongoing Calls Listening

Listen to calls as they are happening, coach agents during calls with live call monitoring, and call whisper. Coaching call center agents doesn’t have to be challenging, time consuming and emotionally draining task.

Live Calls Whispering

Call Whispering is a feature that allows admin users to listen to calls between agents and customers, Whisper something in the agent’s ear without the customer’s knowledge, and even join the call and take action to resolve customer queries immediately.

Call Playback

Record both inbound and outbound calls, store, monitor, analyze conversations, the quality of calls, assess the customers’ requests, train your agents and protect yourself in case of dispute. Its valuable tool in any organization, which guarantees high return on investment.

Dashboards

Get a live picture on what’s going on in your call center. All important data on inbound and outbound calls as well as the agents status and productivity are always at your disposal, always up-to-date.

Negative Feedback Alert

If a customer leaves negative feedback, an email notification will be sent immediately to your internal team members, the distribution lists for the alerts are flexible so they can be easily updated in case of sickness and vacations.

Suspicious Phone Use Alert

Automated alerts sent by email to the concerned internal team members about any suspicious phone activity including, repeated calls from specific numbers, calls during holidays or after working hours, calls exceeding specific duration or cost limit, etc.

Limit Exceed Alert

Real-Time automated notification by SMS or Email that informs the agent and supervisor of calls that are above allowed limits in cost or in duration, you can set allowed limit as per each extension.

Event Driven Alerts

User defined alerts rules for any event including voice mail received, overnight, holiday, weekend calls, as well as calls with duration or cost that exceeds a user defined level.

Caller Details Pop Up

Personalize your agent communication with clients from the very beginning. We will display all available relevant information about the caller on your agent’s screen even before the call gets connected.

High Priority Calls

Call center agents receive an alert on their PC screen when a call needs immediate attention from them, including those from clients who have given negative feedback, VIP contacts, or any other type of callers they defined.

Missed Call Notification

Real-Time automated notification by SMS or Email that informs the agent and supervisor of calls that are missed, while the agents are busy and the caller decided to drop the call, as well as “after working hours” calls, the notification includes all caller details.

Callback Reminder

Its a simple way to get smart missed calls reminder that pops up on the agent screen automatically when a call is missed and demands his attention. The reminder will disappear once the agent reacts towards the missed call.

Call Notes

Increase the quality of the customer experience through the feature notes on calls, which allows your call center agent to add and save notes to any call during or after finishing the call, such notes can be auto emailed to the concerned person within your organization.

Contact and Call Tagging

Apply user defined tag to your contacts as well as each call whenever possible. This labeling will allow you to split calls and contacts into categories, quickly search and identify them by their tags.

Selective Call Blocking

Add unwanted callers to a “Black-List” to allow your team to focus on serving customers. Call blocking applies on both inbound and outbound calls.

Auto Dialer

Boost call conversions and scale outbound call center operations by simply creating a campaign and assigning it to specific agents. Automate your outbound calls with an automatic call dialer and experience improved efficiency.

Desktop Softphone

By moving to softphone and utilizing VoIP technology you will save huge amount of money from your monthly phone bill, it makes adding new users to scale your team a breeze. Need to work remotely?, just login from any location using your computer, tablet or mobile device.

Agents Valuation (K.P.I.)

Identify top agents as well as those in need of more training. Agents statistics are always within easy reach to help you improve your customer service and rank agents based on their performance.

Call Logging

Have a comprehensive overview of your call center phone calls anytime you need. Get information on your agents’ calls and optimize your customer service.

Report Builder

Create customized reports, observe call trends, agents performance and draw business insight to enhance your agents productivity. Built-in report builder allows you to find the exact piece of information you are looking for and makes your decisions based on relevant data a much easier task.

Scheduled Reports

Automated schedule reports gives you a bird’s eye view of customer service, thus keeping you in touch with your call center agents and be always informed at your convince time about those call center statistics which are important to you.

Traffic Analytics

In developing the contact center strategy, we help you meet your client’s expectations without breaking your bank account by delivering reports that allows you to serve the largest number of customers with the lowest number of agents. You will be able to calculate the right number of agents, the number of needed phone lines, and when exactly it is needed.

In Depth Analytics

To have a data-based call center analytics solution is vital to your success. Analyze customer conversations, trends, satisfaction rating, traffic, agents status, performance and leverage the data and statistics of your call center activity to ensure your success.

Caller Details Pop Up

Personalize your agent communication with clients from the very beginning. We will display all available relevant information about the caller on your agent’s screen even before the call gets connected.

CRM Connect

we provide you with the necessary communication tools to help your teams and technology work better together and enhance the effectiveness of your 360-communication strategy.

Real-Time Data Export

Easily access disperse customer data by integrating with your CRM and any other business applications to provide your customers a richer and more personalized responses, thus increasing their satisfaction and boost your agents productivity.

Sync Data Across Apps

Auto sync your call center data with external data sources including call center data of remote locations, CRM, and any other business application.

Multi Channel

Allows you to capture and analyze all internal, incoming and outgoing calls from all extensions on all lines.

Digital

Fully digital mode for recording and playback, hi-fi appearance of the original sound. Stores 175 hours of conversation per GB of disk space.

Schedule Selective Recording

By default, all incoming and outgoing calls on all trunks will be recorded, for each trunk you can set starting and stopping record time as you wish during the 24 hours. You can selectively record or ignore particular records like; calls to/from specific number(s) or extensions.

Multi Record Mode

There are three record modes to choose from: Voltage: Start recording when the telephone is picked up and finish when hung up. Voice: Start recording when there is sound signal in the line, such as interphone and so on. Manual: Start and finish recording by the caller through keystroke

Auto Dialer

Boost call conversions and scale outbound call center operations by simply creating a campaign and assigning it to specific agents. Automate your outbound calls with an automatic call dialer and experience improved efficiency.

Softphone

By moving to softphone and utilizing VoIP technology you will save huge amount of money from your monthly phone bill, it makes adding new users to scale your team a breeze. Need to work remotely?, just login from any location using your computer, tablet or mobile device.

Interactive Voice Response (IVR)

Create your multi-level interactive voice response (IVR) menu to guide the caller through different options and make sure they are always directed towards the right agent or department and receive relevant info through customized messages.

Auto Call Attendant (ACA)

Initial greeting is your first interaction with clients. You can create personalized greetings played to the caller based on specific situations (outside working hours, holidays, on-hold, etc.)

Auto Call Distribution (ACD)

Automated, smart and efficient queue distribution of inbound calls based on all available data to make sure the caller will be always directed towards the most qualified agent.

Queue Callback

When all agents are occupied and a call comes in, present the callback option and opt-out of the queue. Once an agent became available the system will auto callback the caller.

Missed Call Auto Response

Unanswered calls are a big turnoff, thus it can be avoided by enabling missed calls auto responder, which will allow you to personalize your response as per the caller group or category. Once a call is missed, your response will be automatically sent to the caller via SMS.

Missed Call Chain Reaction

A phone number is advertised by a business. The call is terminated after a single ring when prospects dial the number, businesses can then decide how to move forward with this data. It is easy tool for businesses to run marketing, real-time balance notification, customer reviews, or opt-In for campaigns.

Selective Call Blocking

Add unwanted callers to a “Black-List” to allow your team to focus on serving customers. Call blocking applies on both inbound and outbound calls.

WebRTC

Functional tool allows your website visitors to connect directly to your helpdesk on the go to enquire, place orders or ask for support simply by one click. these calls would land on an agent desk who can answer the phone on a regular telephony or even softphone.

We’ll help you take your business to a higher standing

Cut down resolution time for inbound customer support calls and win more sales. Give Your Caller’s an Enjoyable Experience, get a 360° customer overview as soon as a call is in queue, giving you enough time to fully understand and anticipate your customers’ needs.

These features might be interesting for you:

CRM Integration
Caller Details Pop Up
Click-To-Call
High Priority Calls
Real-Time Data Export
Call Notes
Sync Data Across Apps
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Satisfaction Survey
Survey One Click Transfer
Negative Feedback Alert
Feedback Analysis
Contact and Call Tagging
Un-Happy Caller Alert
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Cloud Telephony
Work Remotely
Local Number
CRM Integration
Real-Time Monitoring
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Call Monitoring
Reports
Call Recording
Cost Control
Alerts
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Missed Calls Management
Missed Call Notification
Callback Reminder
Missed Call Auto Response
Auto Callback
Queue Callback
Missed Call Chain Reaction
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