EFFECTIVE & SIMPLE

Contact Center Solution

UNIFIED PLATFORM FOR INBOUND AND OUTBOUND CALLS

Contact Center Solution (CCS) acts as unified platform for existing or new contact center business. VoiceGate’s CCS is a standards-based and complete contact handling solution for the contact centers that combines the call center communication systems like IVR and ACD to cater to a variety of process driven call center applications such as customer support, financial services, utilities, telemarketing and sales, collections, healthcare, technical support, marketing research, consumer products industries, helpdesk etc.

As a unified platform, CCS delivers wide-ranging solutions like Automatic Caller Distribution, IVR Assistance, Call Queuing, Screen Pop-Up, Automatic Dialing, Voice Logger, Live Monitoring, Quality Monitoring, MIS Reporting, Customer Management, Optimum Utilization of man power etc. The extended abilities of automatic call distribution based on factors like policy-based call routing, Agent’s Most Idle Time, Campaign Level Call Queuing and Supervised Call Transfer makes VoiceGate’s CCS a unique solution for contact centers.

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Loaded with Features

Facilitates multiple campaign level call queuing with advanced features like queue message, expected wait time and queue number announcements.

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Advance Call Queuing

Generates web and stand-alone reports for administrator and agent for business and agent evaluation

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Quality Monitoring

Enables contact centers to efficiently and effectively administer quality monitoring by thoroughly evaluating agent performance.

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Realtime & On-Demand

Enables Real-time, continuous and on-demand recording of telephone conversations to cater to various call tapping requirements of an organization.

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Usability & Integration

Supports TDM, CTI and Database integration & facilitates server and client level administration for enterprise level usability

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Advance Reporting Tools

Generates web and stand-alone reports for administrator and agent for business and agent evaluation

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Quality Monitoring

Enables contact centers to efficiently and effectively administer quality monitoring by thoroughly evaluating agent performance

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Easy Agent Training

Powerful agent training, monitoring and supervising tool Remarkably reduces costs by optimum utilization of workforce

Benefits that give flexibility to you.

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Flexible User Control

Flexible enough to customize the solution at every possible level to accommodate process owners, agents and supervisors specific preferences and expectations

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Information Control

Supports single window access to information that flows in and out of contact centers

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EPABX Compatible

Compatible and configurable with all types of EPABX

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Automated Recording

Automatic and manual recording of telephone conversations to cater to need based recording requirements with utilities like backup and playing the file from the native application

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Scalable

Robust and Scalable solution