Enterprise Solutions

Contact center

Transforming a contact center into efficient customer experience

With our solution you get access to a full range of possibilities to enhance your productivity:

  • Efficient monitoring, managing and routing of calls
  • Reduced wait-time and increased  number of calls handled by each agent
  • Real-time business intelligence insights on call performance and agent activity
  • Helpful and intelligent interactions that improve the customer experience and loyalty
  • Sales acceleration and new revenue opportunities

Core Functionalities

SKILL MATCHING

SKILL MATCHING

Define skills and determine their weights to send your calls to specific agents based on their skillset, area of expertize, language, location or any other meaningful parameter.
Smart routing

Smart routing

The smart routing provides you the possibility to configure flows according to your unique business needs no matter what the channel is (e.g. call, e-mail, etc.)
CALL HANDLING

CALL HANDLING

With Call Control you have all the basic call handling functionality such as hold, conference, transfer and hang up.

Agent Productivity Tools

AGENT MONITORING

AGENT MONITORING

With call monitoring feature your managers can listen in on live calls without the agent or caller knowing.
CALL BARGING

CALL BARGING

Call barging allows managers to drop in on live calls to speak with both the agent and the caller. This feature is helpful when callers ask that their call be escalated to a manager.
WHISPER COACHING

WHISPER COACHING

You can optimize your agent training with “ Whisper coaching” feature which allows managers to drop in on a live call to speak with the agent without the caller knowing.
CRM POPUP

CRM POPUP

The information about the caller will be automatically displayed on your computer as the phone rings. This feature allows your agents to provide a more personalized experience to their callers.

Reporting & Tracking

HISTORICAL REPORTING

HISTORICAL REPORTING

Use the Historical reporting tools to analyze data and performance (KPI) from any defined time point in the past in order to make staffing and scheduling decisions.
REAL TIME MONITORING

REAL TIME MONITORING

With our real-time reporting dashboards you can monitor the service level, number of calls in queue, average abandonment time, longest wait time and other metrics giving you important insights on your agents’ performance.
CUSTOM DASHBOARDS

CUSTOM DASHBOARDS

Build your own dashboards to monitor and improve the performance based on your unique needs.

Call Center

Easily design your IVR menu with customized greetings and prompt your callers to the most appropriate agent, department, waiting queue or pre-recorded message. Quickly and easily modify operating hours and holidays. 

  • Inbound Call Center

  • Outbound Call Center

  • Automated Call Center

  • Blended Call Center

Support Chatbot

Answer your users’ questions regarding the company information by simply using a bot that provides FAQ functionality on major messaging platforms (Messenger, Telegram, Skype). 

The 3 main components of the solution are:

  • Bot Software
  • Business Logic Component
  • Supervisor & Monitoring Software

Architectural highlights

Our product is based on open source solutions: Asterisk, MySQL, Active MQ, Jgraph, ARI4JAVA, Tomcat.
Scalable

Scalable

API Based

API Based

Event based

Event based

Load balancing

Load balancing

Customers

Ucom