Call Center Solution

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Enterprise class multi-channel contact center suite

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.

A complete call center with rich functionality

INBOUND CALLS, OUTBOUND CALLS, EMAIL AND WEBSITE CUSTOMER CHAT

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

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:

SSL encrypted(https) agent interface screen and data transport
Encrypted database storage of custom field data
Masking of sensitive custom field data from agents and managerial staff
The ability for agents to send customers to an IVR to enter in sensitive information
Encrypted recordings of phone call audio
Restricted audio call recordings access, with logging
Secure calls to agents using either WebRTC or SRTP soft-phones
Encrypted user password logins
Segmented user groups access and permissions

CRM INTEGRATION

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:

Teamsupport
Insightly
Pipedrive
Vtiger
Zoho
Salesforce.com
Zendesk
SugarCRM
LessAnnoyingCRM
MailChimp
Google Sheets
WordPress
Gmail
Lawmatics
And, if your CRM allows web-based integration, we can probably inter-operate with it too!

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.

AGENTS ANYWHERE

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.

USED IN MANY DIFFERENT INDUSTRIES AND ORGANIZATIONS

How organizations are using the call center on a daily basis to help get business done:

Inbound customer service and sales calls for small to medium size business
Hospital patients post-checkout survey
Doctor’s office patient contact management: inbound/outbound/email
Home visit nursing company, nurse visit logging and patient contact inbound/outbound
Emergency response call center, operating 24/7 and taking emergency calls
Debt collections, inbound/outbound
Bank customer service call center
Utility company sales, service and automated billing IVR

In Depth Features List:

Ability for an agent to call clients in succession from a database through a web-based screen
Ability to display a script for the agent to read with fields like name, address, etc. filled-in
Ability to set a campaign to auto-dial and send live calls to available agents
Ability to dial predictively in a campaign with an adaptive dialing algorithm
Ability to dial on a single campaign across multiple dialers, or multiple campaigns on a single
Ability to transfer calls with customer data to a closer/verifier
Ability to open a custom web page with user data from the call, per campaign, per In-Group, or per list
Ability to autodial campaigns to start with a simple IVR then direct to agent
Ability to broadcast dial to customers with a pre-recorded message
Ability to park the customer with custom music per campaign
Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
Ability to set outbound CallerID per campaign or per list
Ability to take inbound calls gathering CallerID
Ability to function as an ACD for inbound and fronter/closer verification calls
Ability to have an agent take both inbound and outbound calls in one session(blended)
Ability to start and stop recording an agent’s calls at any time
Ability to automatically record all calls
Ability to manually or automatically call up to two other customer numbers for the same lead
Automatically dial unlimited alternate numbers per customer until you get an answer
Ability to schedule a callback with a customer as either any-agent or agent-specific
Ability in Manual dial mode to preview leads before dialing
Agents can be logged from anywhere with just a phone, web browser, and an internet connection
Faster hangup and dispositioning of calls with one key press (HotKeys)
Definable Agent Wrap-up time per campaign
Ability to add custom call dispositions per campaign
Ability to use custom database queries in campaign dialing
Recycling of specified status calls at a specified interval without resetting a list
Dialing with custom Time Zone restrictions including per state and per day-of-the-week
Dialing with Answering Machine Detection, also playing a message for AM calls
Multiple campaigns and lead-lists are possible
Option of a drop timer with safe-harbor message for FTC compliance
Variable drop call percentage when dialing predictively for FTC compliance
System-wide and per-campaign DNC lists that can optionally be activated per campaign
All calls are logged and statuses of calls are logged as well as agent time breakdowns
Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
Agent phone login balancing and fail over across multiple call center servers
Several real-time and summary reports available
Real-time campaign display screens
3rd party conferencing(with DTMF macros and number presets)
3rd party blind call transfer
3rd party conferencing with agent drop-off
Custom Music-On-Hold and agent alert sound for inbound calls
Estimated hold time, place in line, overflow queues and several other inbound-only features
Skills-based ranking and call routing per inbound group(queues) and campaign
Queue Prioritization per campaign and inbound group
Single agent call queuing
Ability to set user levels and permissions for certain features and campaigns
Ability for managers to listen-in on agent conversations
Ability for managers to enter conversations with agents and customers
Ability for managers to change the selected queues for an agent
Ability for agents to select a Pause Code when they are not active
Ability for agents to control volume levels and mute themselves
Ability for agents to view the statuses of other agents on the system
Ability for agents to view details for calls in queue that the agent is selected to take calls from
Ability for agents to select and click to take calls in queue from their agent screen
Agent shift enforcement by day and time, defined per user group
Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen
Lead import web-based API
Web-based data export utilities
Separate Time-clock application to track user work time
Web-based administration
DID, phone and carrier trunk provisioning through the web interface
Inbound email handling through the agent web screen
Chat with customers from a website through the agent web screen
Chat with managers and other agents in the agent web screen