State-of-the-art Infrastructure
 
Predictive Dialer: We have Predictive dialers system that use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available. This helps in increased utilization of time/resources with the Dialer support for both Inbound and Outbound services.
 
Ensures DNC Compliance and other exclusions
It’s an Algorithm based Dialing
Predictive/ Preview / Progressive contact center
Can be set to Least Cost Routing and Dynamic Call Pacing
Configurable Agent Voice Prompts
Campaigns Managed, Maintains a Lead Management
IP-based Active Voice Recording
Auto Archive
Optimal Compression
Multiple format support and Multimedia Ops
 
CTI Features:
A Comprehensive Call Management System
Call back Scheduling and Missed Call Alerts
Integrated Screen Pop
Inter-Agent Chat
Voice Prompt
Knowledgebase
 
IVR Solutions: IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes.
 
IVR can be integrated with Database
ACD with Dynamic Queuing based on client specifics
Customizable IVR Prompts
Queue Management
Prioritization – Customer Specifics
Authentication of Caller
Auto-attendant with Music on Hold
Quality Monitoring
 
Direct Inward Dialing (DID): Using DID, we can offer individual phone numbers for each person or workstation without requiring a physical line into the PBX for each possible connection.
 
Agent Levels: Quality Control
Real Time Reporting
Centrally Managed
Agent Voice Tagging
Agent Scoring
Barge-in or Conference for any interaction
 
CRM System: Fully Customisable systems, depending on the type of project
 
Connectivity: High bandwidth data & voice connectivity with redundancy backed by more than 1 service providerenable us to connect to any part of the globe.
 
Uninterrupted power: 100% power back up for all outsourcing services
 
High Capacity Data storage Devices: Equipped to handle a high volume of data with back-up, recovery and security functions
 
Security Features:
All the facilities are under CCTV Surveillance
All the facilities have entry restricted by Access Control Systems
Life & Fire Safety Systems installed