VoiceGate Contact Center Solution (CCS) acts as unified platform that offers solutions for both in-bound and out-bound operations of existing or new business. It caters to a variety of process driven applications for Banking, Finance & Insurance, E-commerce, Customer Support, Transport, Utility, Telemarketing and sales, Collections, Healthcare, Technical support, Research, FMGC, Citizen helpdesk etc.
VoiceGate’s CCS is a standards-based and complete contact handling for business. As a unified platform, CCS delivers wide-range of features and function that includes, Omini-Channel Communication, Multi Level IVR Assistance, Dialer, Automatic Caller Distribution, Skill Base Call Routing, Call Queuing, Expected Wait Time Announcement, Screen Pop-Up, Scripted Prompting, Call Recording, Live Call Monitoring, Quality Monitoring Tool, Dashboard, MIS Reporting, Analytics and many more.
Blended Solution
Facilitates single box solution for multiple inbound and outbound campaign with advanced features like Multi level – multi tasking IVRS, Click-to-Call, Auto Dialer, Preview Dialer, Predictive Dialer
Automatic Call Distribution
Helps to handle large call volume & ensures uniform call distribution through call placement. Built-in call routing strategy is a routing policy that tells ACD, how calls are handled inside the system. ( when & whom to offer a call ).
Quality Monitoring
Enables contact centers to efficiently and effectively administer quality monitoring by thoroughly evaluating agent performance.
Call Recording & Barge-in
Enables Real-time, continuous or on-demand recording of customer to agent conversation to cater to various call tapping requirements of an organization.. Listen the call on real time. Silent Monitor, Join a Call, Coach to Agent..
Usability & Integration
Easy to scale-up for enterprise level usability. In-house designed API supports complex integration with multiple third-party application and facilitates easy customisation. Product experts will guide for industry best practice.
Reporting Tools
Advance UX/UI helps organisation for quick decision making. Generates web dashboard and many system / agent level reports for administrator /agent for business and agent evaluation.
API & Plug-ins
Powerful self designed & customised API allows organisation to customise the solution with no boundaries and help business remarkably reduces costs by optimum utilization of workforce.
Easy Agent Training
Powerful agent training, monitoring and supervising tool Remarkably reduces costs by optimum utilization of workforce
Benefits that give flexibility to you.
Flexible User Control
Flexible enough to customize the solution at every possible level to accommodate process owners, agents and supervisors specific preferences and expectations
Information Control
Supports single window access to information that flows in and out of contact centers
EPABX Compatible
Compatible and configurable with all types of EPABX.
Automated Recording & Call Queuing
Provide excellent user experience to caller. Put the caller in right queue and let his know what is the Expected Wait Time & Queue position before it reach to agent. Extended ability Voice mail & Call Back features. dramatically reduce wait time.
Scalable
Robust and Scalable solution
