Our Expertise
What service We provided
INCOMING CALLS FOR CUSTOMER SERVICE AND TECHNICAL SUPPORT
Incoming calls for customer service and technical support are managed efficiently with a Skill Based Routing system. A centralized database integrates all communication channels, providing a comprehensive view. Features include IVR messages, call recording, customer details, and automated emails/SMS for follow-up. Multifunctional call handling, advanced reporting, and programmable features enhance productivity.
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OUTBOUND CALLS FOR SALES, MARKETING AND DATA COLLECTION
Calls are efficiently managed through Skill Based Routing, while a centralized database provides a comprehensive timeline of all communication channels and customer details. Automated features like IVR broadcasting, call recording, and automatic emails/SMS enhance customer interaction. Advanced functionalities such as data analysis, programmable call termination, and ticketing systems ensure smooth operations and effective customer service.
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ANALYTICS & MANAGEMENT
The Human Resource Management Process System offers employee scheduling and shift planning tools alongside features like agent calendars and break management. Additionally, it supports collaboration between agents, automated call answering, and remote work options. Detailed customer information and analytics empower agents, while automation streamlines operations and integrates with external contact centers for enhanced call control.
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EMAILS
This ticket management system automates email ticket reception, sorting, and assignment based on priorities and agent skills. It includes features like automatic customer greetings and farewells, bulk email/SMS sending, queue management, and customizable ticket distribution criteria. It integrates with a high-end customer database, provides real-time email history reports, and conducts automatic customer satisfaction surveys.
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SOCIAL NETWORKS: FACEBOOK
Our Contact Centre Software System offers seamless integration with Facebook accounts, ensuring that your customer interactions across all channels - including web chat, email, calls, SMS, and social networks - are effortlessly managed from a single platform. With a comprehensive view of customer communication history consolidated into one window, agents can easily access past interactions.
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WORK MANAGEMENT AND OPTIMIZATION
Our Contact Centre Software System offers a real-time dashboard panel that aggregates data from all communication channels, providing immediate insights. With extensive historical data analysis and over 200 advanced data reports, tailored customization to individual customer requirements ensures actionable insights.
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QUALITY MANAGEMENT AND CUSTOMER EXPERIENCE
Our Contact Centre Software System enables Net Promoter Score (NPS) polls and agent call quality rating on a 1-10 point scale with comments. It offers customizable assessment forms and communication across all channels, while dynamically adjusting customer priorities based on queue time. Additionally, it tracks service levels for campaigns and allows customers to sign up for callback services.
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WEB-CHAT
Our Contact Centre Software System features a versatile Web Chat widget, facilitating real-time conversations with customers and managing chat queues efficiently. With full widget customization and customizable greetings, it ensures a personalized and seamless chat experience. Additionally, it includes satisfaction evaluation features to gauge and improve customer satisfaction levels.
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VIDEO-CALLS
Our Contact Centre Software System offers peer-to-peer video calls seamlessly integrated into client-side built-in widgets. Following each call, clients can conveniently access evaluation forms, ensuring continuous feedback and improvement in service quality.
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