Monitor and improve
Your Customer Service
Call center CRM software helps your customer support team with powerful tools to close tickets faster, ensure customers are successful using your product.
Advance Routing
Automatic Call Distributor
(ACD) The main structure of our call center software is Automatic Call Distributor. ACD is a telephony system to answer incoming calls and route them to specific agents or departments that works with Computer Telephony Integration (CTI) system and Interactive Voice Response (IVR) system.
Skills Based Routing
To ensure that each call is answered by the most appropriate call center agent Skills-based routing is needed. It easily creates rules for call assignment and then makes skills-based routing let to take care of the rest.
Forward To Phone
With this feature, you can forward phone calls from anywhere in the world to a cell phone, telephone or computer. The configuration of this call center software feature can be performed in seconds and can be changed as needed to your business needs.
Ring Groups
Optimization of call routing and distributionis performed by Ring groups. You can apply unique tags to specific agents and phone numbers with ring groups to ensure that callers are routed to the most appropriate agents. Improvement of your team’s productivity and effectiveness can be significantly performed by ring groups.
No Answer Call Forwarding
To ensure that your customers are taken care of even if all of your agents are busy no answer call forwarding feature is used. During business hours when your agents are offline this feature automatically routes phone calls which refers to a designated overflow number. With this feature, you can be assured that you will not disappoint your customers.
Make & Receive Calls
Call Control
Provides a professional experience with call center software call control features like hold, mute, blind and warm transfers and call conferencing.
Call Forward on No Answer
Call can be transferred to another agent, if there is no answer on the agent for a specified time.
Call Routing and Queuing
Route the call to special skilled priority agents and route call to different queue when required.
Call Forward on Busy
Call can be transferred to another user, if agent is busy.
Call Detail Records - Call Logs
Securely view, print, search, and file all incoming and outgoing calling records, by user number or by name.
Unlimited Concurrent Calls
Voice Mail Management System - Be alerted to and/or listen to voicemail in different ways.
Personalized Greetings
To ensure that each interaction with your company is personalized and more professional with custom greetings, messages and prompts.
Monitoring & Reporting
Call Monitoring
With iContact, you can monitor your agents’ calls to gain valuable insight into the needs of your customers and make more informed business decisions.
Prebuilt Reports
We have designed an effective dashboard with continuous analyzing of the performance of your team. This features also gives you to access over a dozen prebuilt reports.
Agent Reporting
Agent reporting dashboard gives you opportunity to closely monitor performance of the agent and team. This feature allows you to recognize good agents in order to optimize your team’s performance.
Historical Reporting
Historical reporting is the feature through which we can display our call center data from any specified time. With this feature, we can show call volume, service level, handle time, abandonment time, wait time, response time and more.
Custom Reporting
To create custom reports by filtering your data like phone number, agent, department and timeframe, this features helps you. This also allows to identify a better sense of your team’s performance. This feature makes you to analyze the data that matter most to you and your team so you can make decisions that makes significant results.
