Our multi-channel call center offers full featured Inbound ACD, Outbound Predictive Dialing, Inbound Email handling, Web-configurable IVRs, Skills-based agent routing, Voicemail boxes, Full call recording, Customer website chat, PBX functionality and much more. Call center solution even allows you to have agents logged in from remote locations.
Let your agents handle inbound and outbound phone calls as well as inbound email and website customer chat all together in the same web-based agent interface. Call Center was built with blended contact handling in mind, so no need to have agents log out to change from inbound to outbound, and no need for a second application for email handling or customer chatting on websites. Everything is handled in the same agent screen.
With Skills-based routing and Agent Ranking, you can have calls and emails go to the agents that can handle them the most efficiently for their skill set.
Queue Prioritization allows you to send the more important calls to agents first.
You can also have your agents handling outbound calls when the inbound call load is low.
High-Level Data Encryption is available from your agents’ web browsers all the way to the database back-end where your data is stored in our secure SSAE-16 certified hosting facilities. We use NIST-approved, strong encryption algorithms to safeguard your data.
You can also send your customers to a secure IVR to collect sensitive information like credit card numbers to shield that information from your agents while still allowing them to take customer orders.
You are also able to hide all(or part) of sensitive customer data fields, like payment data, from your agents.
Another encryption feature that we offer is encrypted recordings of phone call audio, allowing your company to stay in compliance with many industry security requirements.
Here is the full list of encryption and other
security enhancements that we offer:
Our call center can integrate with many popular CRM systems, providing you with a seamless user interface tied into your back- end customer management systems.
Here are a few of the CRM systems that we currently integrate with:
CRM integration can be as simple as a web page popping up with customer data when a phone call is received by an agent, or it can go as far as back-end data synchronization. We can help you to integrate with your CRM system as much or as little as you need.
Your agents can work from almost anywhere!
Agents can work from home or in a central call center; all they need is an internet connection, a computer and a headset or phone.
You can have from 5 to 500 agents on a single contact center cluster. Load balancing, redundancy and failover are built-in to the call center platform.
We also offer Strong Data Encryption to safeguard your customer data, no matter where your agents are.
How organizations are using the call center on a daily basis to help get business done: