Hybrid Call Center Solution
Over the past decade, customer service has undergone rapid transformations, revolutionizing the way businesses engage with their customers in unimaginable ways. Traditional on-premise contact centers, once considered long-term investments, are now being challenged by the emergence of cloud-based technologies in today’s communication infrastructure. To address this, adopting a hybrid contact center has emerged as a potential solution.
A hybrid approach involves integrating on-premise systems with selected functionalities migrated to the cloud. Businesses have various options when it comes to implementing a hybrid contact center. One common approach is to maintain existing on-premise voice channels while incorporating multi-channel cloud functionalities, such as Omni-channel, for handling other platforms. This allows companies to handle voice calls on-premise while leveraging cloud capabilities for other communication channels. Alternatively, businesses can opt to divide their workforce, utilizing one group of agents in an on-premise environment while setting up a cloud-based environment for the other group.
Add Power to Your CRM with our Hybrid Call Center Software
Maximize the efficiency of your customer engagement by seamlessly integrating your CRM with communication platforms using our advanced Call Center Software. This next-generation solution is designed to enhance agent productivity, reduce call handling time, and optimize the overall efficiency of your customer interactions. With our integrated system, you can streamline workflows, access relevant customer data, and deliver a more personalized and efficient service to your customers. Experience the benefits of an integrated CRM and communication platform for your business today.
Engage
Resolve
Grow
Drive customer engagement, expedite query resolution, and achieve substantial revenue growth with our intelligently designed CTI features. We understand the importance of enhancing your business growth, and that’s why our CTI capabilities are specifically tailored to meet your needs. By leveraging our advanced CTI features, you can effectively engage with your customers, efficiently address their queries, and unlock new opportunities for revenue generation. Experience the power of our CTI solutions and take your business growth to new heights.
Key Features of Hybrid Call Center Solution.
Our Single-Click Dial feature, your agents can effortlessly connect with customers from various call lists in your CRM based on priority settings determined by your managers and team leaders. This convenient feature eliminates the need for manual number entry when reaching out to potential customers. By utilizing this feature, you can benefit from:
- Eliminating incorrect dials
- Instantly establishing connections
- Reduced call time
- Increased call volume per hour
With the On-Screen Customer Profile display, your agents are equipped with a comprehensive view of customer information and call history, automatically populated for both inbound and outbound calls. This valuable feature ensures that agents have access to relevant customer details, enabling them to address queries more efficiently and ultimately enhance customer satisfaction. By having instant access to customer information, your agents can provide personalized and effective support, resulting in improved overall customer experience.
Eliminate the need for customers to repeat their queries to different agents. Our feature ensures seamless connection to the last agent they interacted with, allowing them to quickly inquire about the status of their query and experience a sense of satisfaction. By automatically connecting customers to their previous agent, we enhance customer satisfaction by acknowledging their query and providing expedited resolution. This feature significantly reduces call hold time as customers are directly connected to the same agent they recently spoke with. Streamline customer support, minimize repetition, and deliver a seamless and efficient experience to boost customer satisfaction.
Experience the convenience of our Auto Dialer feature, which automates the dialing process by fetching numbers from a designated list and seamlessly connecting customers to live agents once the calls are answered. By eliminating the need for manual dialing, this feature minimizes the physical effort required by agents and maximizes their productivity. With the Auto Dialer, your agents can focus on engaging with customers rather than spending time on repetitive dialing tasks. Streamline your call center operations and optimize agent efficiency with our advanced Auto Dialer feature.
Our feature allows agents to take real-time call notes during conversations with customers, which are automatically saved in your CRM system. These call notes serve as valuable insights and can be used to enhance the Customer Profile, enabling agents to track past conversations and interactions. By referring to the On-Screen Customer Profile, agents have access to a comprehensive history of customer engagements, enabling them to provide more personalized and informed assistance. This feature empowers agents to deliver exceptional customer service and build stronger relationships by leveraging the wealth of information stored in the Customer Profile.
With our Efficient Call Disposition feature, agents can accurately capture the outcome of calls using pre-set disposition codes. This functionality ensures precise data analysis and enables businesses to plan future actions effectively for each customer. By categorizing call outcomes, organizations gain valuable insights into customer interactions, allowing them to identify trends, improve strategies, and make informed decisions. The Efficient Call Disposition feature streamlines the call handling process and enhances the overall efficiency of customer interactions, facilitating better customer relationship management and enabling proactive customer engagement.