Call Center

It is evident that Call Centers are primarily needed in an industry that has frequent interaction with a broad client base and intensive stakes in services being offered to the customer; where time and material value is of paramount importance. These services are very popular in countries such as USA, Europe, Japan and Australia. Some of the latest trends and value added services deployed as part of call center design and operation are:

  • State of the art “Web Enabled” call center environment
  • Customized call handling applications
  • The trend toward PC/IP platform
  • Live, interactive call response 24 hours per day, 7 days per week.
  • Technical Support/ Helpdesk Services on-line
  • Automatic call distribution
  • Commitment to customer satisfaction, retention and relationship building
  • Comprehensive and ongoing training programs
  • Motivation performance driven concepts.
  • Professional corporate philosophy and culture.

Amongst other, the service application areas which may be addressed by call center include:

  • Sale Support
  • Complaint Handling
  • Technical Queries
  • Lead Generation
  • Relationship and Account management
  • Telemarketing
  • Market Research
  • Database Development
  • Bill receivables
  • Credit and Billing problems

Call-Center Solution-

Major Features:

  • Inbound/Outbound Support
  • Automatic Call Distribution (ACD)
  • Pop-up when dial in/dial out
  • Click-to-call
  • Hang up
  • Call reject
  • Call Recording
  • Third-party CRM integrate
  • Extension panel
  • Read caller id of other extensions when they are talking
  • Agent account and rights management
  • Predictive dialer
  • Dial manually
  • Active channels
  • Remove prefix of caller id
  • Monitor/spy channel in real time
  • Recycle no answered calls from dialed list
  • Voicemail
  • Conference
  • Queue Report
  • Analog/E1/T1 Supported
  • Music On Hold
  • Call Parking
  • Call Pickup
  • Call Hold
  • Attended/Unattended Transfer
  • Conditional/Unconditional Forward
  • Incoming Call Screening
  • Do-Not-Disturb
  • Message Waiting
  • Call Waiting
  • CDR(Calls Details Record)
  • FTP Management
  • Backup & Restore