Inbound Communication

Interactive Voice Response (IVR)

Integrate IVR into inbound campaigns to improve call resolution speed, reduce caller wait times, and route your customers to the right agents

Support Multiple IVRs

Easily handle multiple processes at the same time using the same or different agents, without the need to switch between different screens

ACD & Smart Routing

Distribute incoming calls evenly & direct callers by customer's selection, skills needed, selected incoming line to system, or agent availability

Sticky Agent & Dedicated Numbers

Set up a dedicated point of contact for specific customers using sticky agents or assign dedicated numbers for agents working on specific processes

Warm Transfer & Conferencing

Transfer or escalate calls to other agents or managers, or conference instantly on a live call via external mobiles or landlines

Broadcast & Feedback

Make automated outbound calls to your customers and record their feedback without having to connect to agents

SMS & Email Alerts

Design, personalize & send messages via integrated email and SMS to follow up with your customers after the call

Click to Call

Trigger a real-time outbound call with just a click, and connect with customers instantly to improve customer service

Calling Campaigns

Predictive Dialer

Call many numbers at once, detect busy signals, voicemail, answering machines, or no answers to connect with people

Campaign Capabilities

Manage Multiple Campaigns, set agent campaign priority, and enable live campaign view with a few clicks

Progressive Dialer

Automatically dial the next number from the list as soon as an agent becomes available, greatly reducing agent idle time

Dialing Capabilities

Leverage the dialing capabilities to automate outbound dialing, call back requests and exclusion management

Historical & Customized Reports

Access & download call or agent history, call recording, voicemail on the history panel to generate periodic or custom reports

Agent Performance & Scorecards

Track individual agent KPIs by listening to call recordings or score agents on live calls while they are talking to your customers

Real-time Analytics

Analyze thousands of live data points, define your custom metrics, and monitor all your call center operations on a single window

Call Recording

Maintain service standards, train agents, meet compliance needs and monitor call quality with access to detailed call recordings

Built In Applications

Inbuilt CRM

With the inbuilt CRM, you can track, house and manage customer data easily on the same dashboard

Knowledge Management System

The inbuilt knowledge management system ensures that your agents can access call scripts instantly

Ticket Management System

With the Ticket Management System, you can raise tickets, track ticket history and improve customer experience

Agent Evaluation System

The agent evaluation system lets you evaluate agent performance and create a report in a few clicks

Manage Users/Agents & Skills

Create or edit agent/supervisor/manager profiles & manage skills, skill groups, etc

Role-Based Dashboards

Customize agent, manager, supervisor & back-office employee dashboards easily

Drag & Drop IVR Studio

Use the IVR studio to set up call flows and define escalation paths in a few clicks

Define Service Standards

Define service level, SMS & email templates, call routing, agent score metrics, etc

Features that are perfect for your business