Call Center Solutions, Digital Marketing

Call Center Solutions

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Call Center Software

Benefits

  • Helps you to achieve service-level objectives
  • Workforce management solutions for inbound/outbound call centers
  • Multiple calls handling through different channels
  • Reliable & scalable call center system
  • Supports small & large contact centers
  • Automate inbound/outbound call handling
  • 24×7 customer support & agent transfer

Features

  • Handles high volume of calls
  • Powerful call routing capabilities
  • Easily manages call distribution
  • Equalizes workload across all active agents
  • Implementation ensures higher productivity
  • Provides a prompt response to customers
  • Presents a courteous and professional image to customers

Tamimah IVR

IVR systems are used to service high call volumes at lower cost. The use of IVR allows callers’ queries to be resolved without a live agent. If callers do not find the information they need, the calls may be transferred to a live agent. The approach allows live agents to have more time to deal with complex interactions. When an IVR system answers multiple phone numbers, the use of DNIS ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script.
Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from the caller such as an account number. Answers to simple questions such as account balances or pre-recorded information can be provided without operator intervention. Account numbers from the IVR are often compared to caller ID data for security reasons and additional IVR responses are required if the caller ID does not match the account record.
Xtend Call Center Solutions is a powerful and feature-rich multi-channel contact center implementation designed to optimize the handling of inbound and outbound calls in an organisation through efficient call handling, customisable reports, skill based transfer, free seating, Interactive Voice Response (IVR) Systems, Automatic Call Distribution (ACD), campaign management, visual dashboard & supervision, call notification popups, voice recording, conferencing, Do Not Disturb (DND) and external CRM integration capabilities.
The advanced browser-based interface provides large scale, complete and integrated set of options to handle multiple calls through different incoming channels and can also be utilised as a powerful telemarketing tool to promote various offers and value added services to customers. Implementation of the automated computer telephony integrated application leverages the call center capabilities and thereby enhances customer satisfaction resulting in increased revenue opportunities.

Inbound Call Center Solutions

The inbound call center solutions completely controls the routing of incoming calls and ensures that the calls are managed effectively and efficiently to provide the best customer interaction.

Beneficial for:
  • Automatically attending incoming calls
  • Handles customer requests quickly
  • Facilitates smooth helpdesk management

Full-fledged reports of incoming calls are available to the supervisor, thereby allowing them to analyse agent performance, productivity and streamline call center operations to a large extent. With proportional routing, call processing time is faster and call center agents can deliver highly personalised experience to customers.

Outbound Call Center Solutions

The outbound call center offers the capability to process the dial-out to multiple customers ─ all automatically. Equipped with innovative features, the system enables to handle the outbound telemarketing and promotional needs with utmost ease and convenience.

Beneficial for:
  • Telemarketing services
  • Lead generation
  • Notifications/announcements

Supervisors can view the real-time status of the predictive dialing, they can add, modify or delete campaigns, record the interactions and view the comprehensive reports. Outbound calls can also be connected to an agent for an elaborate assistance.

Voice Logger

Voice Logger is a multi-channel voice logging tool that works in cohesion with audio channels, analog, digital and VoIP telephone lines. Xtend Voice Logger helps in improving customer service by enabling the upper level management to review the actual telephone conversation with the customer. Continuous evaluation ensures customer satisfaction and quality management in an organisation. Applicable areas include call centers, share traders, security undertakings, banks, hospitals, enquiry departments etc.