Call Center
Features
Fully web based
WebRTC enabled (WFH ready)
Inbound & Outbound Voice services
Open API
Integration with Microsoft Teams
Drag and Drop IVR designer
Compliance Recording
CRM Integrations
Quality Analytics
Survey Module
Custom Dashboards & Wallboards
Cloud Ready
Cloud Ready
Deploy on cloud with Azure, AWS or Google Cloud Platform
Deploy on premises with VMWare or HyperV
Deploy on premises now and move to cloud tomorrow
Inbound
Services
- ACD Routing with multiple queue strategies
- Skill based agent routing
- Integration with Microsoft Teams or PBX to connect to back office
- Web Based Agent interface
- WebRTC enabled allowing agents to work from home with no additional infrastructure like VPN
- CRM Integration - Embed CRM into Agent Screen or use our connectors to integrate with CRM CTI
- Voicemail service
Automated
Outbound Services
- Auto Dialer with Preview and Time Preview mode
- Outbound call list import functionality
- Campaign management
- Agent utilization customization
- Callback services
- Flexible campaign scheduling
Recording
Services
- Compliance Recording
- Pause & Resume for sensitive information masking
- Encrypted Voice and Recording
- Email notifications
- Live monitoring including silent, barge-in and coaching modes
- Quality Management with customized scoring
IVR
Designer
- GUI Based - Drag and Drop - Easy to use
- Rick IVR Call flow development
- Easy GUI for IVR designer user/developers
- Easy to integrate any ODBC database
- 3rd Party REST API Integration
- Office working / non-working and Holiday based IVR routing
- Call transfers to Internal / External numbers
- User self-voice recordings
- TTS Engine built-in
Quality
Management
- Built-in IVR scripts for Quality Survey
- Standardized NPS results
- Live Call Monitoring including silent, barge-in and coaching modes
- Recording Management
- Quality Evaluations module with scorecard templates and agent scoring
Historical
Reports
- Out of the box detailed report
- Complete tracking of interaction and audit trails
- IVR reports
- ACD reports
- Outbound reports
- Callback and Abandoned reports
- Customizable reports
Wallboards
in QualTact
- Real Time Wallboard
- Service Matrix
- Agent Matrix
- Agent Live Status
- Current ACD Calls
- Highly Customizable
- HTML and JavaScript to self develop custom wallboards
- Readily Available API
Dashboards
in QualTact
- Real time metrics on Supervisor Dashboards
- Active call monitoring
- SLA tracking
- Abandoned call tracking
- Highly customizable
- Integration with external sources
