Customer experience (CX) is critical for retaining and acquiring new business. Yet historically, contact center technologies, vital for expedient and holistic customer service, have been created almost exclusively for large enterprises and dedicated outsourced contact centers. We offer a comprehensive multichannel contact center platform that brings enterprise-level contact center capabilities to SMB customers at a reasonable cost.
- Multichannel – Integration of voice, email, SMS, and webchat into a single workflow for agents.
- Interactive Voice Response (IVR)
- Skills-Based Routing
- Queue Callback
- Supervisor Control
- Contact Center Agent Client
- Salesforce CRM Integration
- Call Recording
- Realtime Wallboards
- Cradle-to-Grave and Historical Reporting
Interact Through Every Channel In A Single Platform
Communicate with customers via their preferred pathway, with full routing and interaction management functionality, ensuring optimal customer experience delivery regardless of how customers choose to engage with your business
Voice
Deliver exceptional personal service to build meaningful relationships with every customer interaction.
Our Email Management solution equips your contact center with email communication to seamlessly handle customer inquiries, support requests, and issue resolution with precision.
SMS
Engage customers in a convenient and personalized manner through SMS engagement and communication.
Webchat
Engage customers in real time through web chat on your website with a customizable widget for seamless brand integration. This will empower your agents to assist customers and new prospects quickly.
Engage Your Customers & Optimize Your Workforce
Call Queuing
Handle high call volumes efficiently and reduce customer wait times.
Skills-Based Routing
Match customers with the most suitable agent, reducing response times and call transfers.
Queue Callback
Customers can request a callback, allowing them to continue their day while maintaining their position in the queue.
Call Recording
Monitor every call to ensure a consistent customer experience.
Auto Attendant
With our auto-attendant system, you can empower customers to navigate menus and resolve inquiries fast, freeing up agents to focus on complex issues.
Workforce Management
Our Workforce Management solution allows you to simplify resource management to get the most out of your contact center.
Quality Management
Our Quality Management solution improves customer experiences and agent performance.
Improve Your Customer Experience with Actionable Reporting
Standard & Custom Reports
Access 30+ templated reports and create custom reports. Gain insight into agent performance, customer satisfaction, and critical contact center metrics. Access real-time and historical data visualization options.
Realtime Wallboards
Realtime wallboards let you see agent activity, status, and queued call activity within a single display. Customize wallboards to fit KPIs and send real-time threshold alerts to agents through email, SMS texts, and screen pops.
Cradle-to-Grave
Gain context around the customer’s journey by displaying every customer interaction within a single window. In one click, supervisors can see details, such as call length and agent notes, giving insights to identify agent strengths and weaknesses for training and coaching .