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Call Center Solutions

Call Center Solutions refer to the technology and tools that enable organizations to effectively manage customer interactions via telephone, email, web chat, and social media platforms. These solutions help businesses streamline communication processes, improve customer service, and increase operational efficiency. They often include features such as automatic call distribution, interactive voice response systems, call recording and monitoring, workforce management, and reporting analytics to track key performance metrics. By implementing Call Center Solutions, organizations can enhance their customer service offerings, better engage with clients, and ultimately drive business growth. These solutions can be tailored to meet the specific needs of each business, whether it be a small startup or a large enterprise. Overall, Call Center Solutions play a crucial role in today's competitive market by providing companies with the tools they need to deliver exceptional customer experiences.

Benefits Of Call Center Solutions

Improved productivity

Call center solutions help agents manage their time more effectively and efficiently, leading to increased productivity and customer satisfaction.

Increased efficiency

Call center solutions streamline communication processes, allowing agents to handle a higher volume of calls and resolve customer issues more quickly.

Cost-effectiveness

By automating tasks and optimizing call routing, call center solutions help businesses reduce operational costs and improve overall efficiency.

Integration with other business tools

Call center solutions can be integrated with other business tools such as CRM systems, helping businesses streamline internal processes and improve overall workflow.

Improved customer service

Call center solutions help businesses provide high-quality customer service by ensuring calls are promptly answered and customers receive accurate information and assistance.

Scalability

Call center solutions can easily scale up or down based on business needs, making it easier for businesses to accommodate fluctuations in call volume and growth.

Enhanced customer experience

By providing personalized and efficient service, call center solutions help businesses create a positive customer experience and build long-term relationships with their customers.

Enhanced reporting and analytics

Call center solutions provide detailed insights and data on call volumes, agent performance, and customer interactions, allowing businesses to make data- driven decisions and optimize their operations.

did_routing

What is DID Routing ?

DID Routing is a vibrant feature of Convoque Call Center Solutions, as it gives you the flexibility to route your DID Call as required with just a few clicks. Calls can be a route to Pre Defined IVRS, Direct to Campaigns / Extension / Mobile / Extension Group / Mobile Group or a prior Voice Message to Campaigns / Extension / Mobile/ Extension Group / Mobile Group where an extension or Mobile Group given to route calls based on Ring all or Hunting Sequence.

Features Of Convoque

customized-ivrs
Customized IVRS
For Multiple Level
cloud-network
Skill Based
Routing
automatic-call-distribution
Automatic Call Distribution
call-management
Blacklist and Whitelist
Management
bussiness-hour-management
Business Hour
Management
holiday-profile
Holiday Profile
Management
missed-call-management
IVR/ACD/Missed Calls
Management
compaign-overflow
Campaign
Overflow
max-waiting-call
Max Waiting Calls
Per Campaigns.
caller-id-manipulation
CallerID Manipulation
For Last 10 Digits
sticky-agents
Sticky
Agents
work-from-home
Work From Home
(WFH)
email
Email
Integration
sms
SMS
Integration
extension
Extension
Management
trunk-group-management
Trunk and Trunk Groups
Management

Some More Features

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  • Campaign Management.
  • Recording Path and recording file name for Recording Groups Management.
  • Disposition and Sub Disposition Management.
  • Number Masking as per campaign.
  • Call Recording.
  • Call Barging.
  • Call Transfer.
  • Call Hold.
  • Dialer Mode (Predictive/ Progressive/Preview[Single/List]).
  • Voice Broadcasting.
  • Automatic/Manual Data Churning.
  • Upload voice files to server and use them for later.
  • Customized CRM Screent for Agents.
  • Third Party CRM Integration [ZOHO/HubSpot (Officially Integrated).
  • EPABX/IPPBX Integration.
  • Compatible with any Trunk Line and GSM Gateway.

Live Panel And Reports

live_panel
  • Agent performane Panel.
  • Call Waiting Panel.
  • System Health (RAM/HDD/PRI Status) Panel.
  • Extension Registration Status Panel.
  • Customized panels can be given as according to user role.

report
  • Agent Performance Report.
  • Call Recording Report.
  • CDR Report.
  • Login Logout Report.
  • Break Report.
  • Customized report as per customer requirement.