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.
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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
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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 ).
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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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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..
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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.
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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.
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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.
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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 & 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.
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Scalable
Robust and Scalable solution