Contact Center Software Solution Singapore
Contact Center Software suite is a complete, modular contact center software solution that provides all the functionality required to provide customers with the best experience.
The modularity of the contact center software Singapore solution allows contact centers to grow according to business needs, avoiding significant upfront investments. Whether you use all the modules, just part of the solution, use it for 10 or 100 agents Contact Center Software Singapore uCI, our modular contact center software gives you the ability to engage with your customers and provide them with outstanding service. At the end of the day, that´s what really differentiates your company from its competitors.
Contact Center Software Singapore Agent Desktop
Contact Center Software Singapore Agent Desktop contact center software provides contact center agents with a single, unified view of each customer in one single application. It supports all communication channels available to customers and enables agents to provide quick, correct and consistent answers regardless of the channel.
Agents have quick access to all customer and business information, such as contact profiles, interaction history, or performance statistics. As part of the agent desktop contact center software the agent motivator feature empowers agents by displaying in real time, individual, team, and campaign performance information, showing them at all times whether the objectives are being met.
Contact Center Software Singapore Dialer contact center software automates and adds intelligence to the dialing process. It leverages customer information to determine the best time and phone type to successfully call a contact, taking into consideration the available human resources and compliance with legislation.
Contact Center Software Singapore powerful predictive dialing algorithm maximizes agent talk time and increases the right party contacts. The dialer leverages the Contact Center Software Singapore contact center software suite´s omnichannel capabilities for a customer centric view, allowing a more efficient debt recovery.
Door to Door
Contact Center Software Singapore Door to Door is a mobile application created to help perform external interactions with customers. It is seamlessly integrated in Contact Center Software Singapore uCI, our contact center software and is handled like any other interaction channel. For example, it displays a 360º view of the customer, and offers unified monitoring and reporting capabilities.
The Contact Center Software Singapore Door to Door contact center solution simplifies the administration process for the employees on the field and has a real-time link to the company´s systems, guaranteeing always up to date information.
Contact Center Software Singapore Management Portal is a web-based application to manage and monitor multimedia contact center operations, performance, and the outcome of activities in real time. It is a complete, customizable contact center software tool that adapts to the different contact center user profiles.
The application provides contact center management information that includes overall system configuration and campaign/service configuration parameters, such as dial rules or agent skills. It displays online monitoring information for out of the box or user defined indicators, such as SLAs or KPIs about campaign revenue, in real time and historically. Management Portal also generates reports from built-in and custom templates, offering contact center management valuable insights on how to improve Contact Center Software Singapore performance.
Contact Center Software Singapore Mobility supports mobile devices for any kind of business. Contact Center Software Singapore ´s contact center software easily integrates information and requests coming from mobile apps into the contact center. Interactions from mobile apps are placed in a unified queue and distributed to agents according to priorities and other defined rules.
Contact center management and agents can also benefit from the Contact Center Software Singapore Mobility contact center software. Agents can, for example, use a mobile app to perform external interactions with customers while management can use a tablet or smartphone to control contact center activities from anywhere, allowing supervisors and team leaders to spend more time helping agents, instead of sitting in front of the PC Contact Center Software Singapore .
Contact Center Software Singapore Multimedia contact center software offers a variety of channels, reaching from the traditional phone, to self-service apps and IVR up to social media and blogging. Contact Center Software Singapore , our contact center software, places all interactions, regardless of the channel, in one unified queue and then distributes them according to predefined rules and priorities to the best suited resource.
Contact Center Software Singapore Recorder contact center software enables contact centers to record calls for multiple reasons, such as checking regulatory compliance, monitoring employee performance and ensuring customer satisfaction. Supervisors can use filters to quickly search for a specific recording and use it, for example, as a training tool for new agents to show best practices.
Contact Center Software Singapore Enterprise Recording is a high-class multimedia recording tool for contact centers. It records the voice and the screens of agents and saves it together with the associated metadata. The data from Contact Center Software Singapore Enterprise Recording together with the recordings of other interaction channels, such as email, chat, text messaging, mobile apps, social media and video give managers an omnichannel view of all interactions between agents and customers.
By turning vast amounts of structured and unstructured data into actionable intelligence, Contact Center Software Singapore Enterprise Recording allows to gain valuable insight into the customer journey. The recorder measures different key performance indicators and business processes and allows to grade agents and generate comprehensive reports.
Contact Center Software Singapore Unified Router is a multimedia, software-based intelligent routing system that is part of the Contact Center Software Singapore contact center software and allows contact center management to improve service. It gathers all contact center activities, such as inbound and outbound calls, emails, instant messages, and workflow tasks in a unified queue and applies defined routing rules to deliver the activities to the best suited agent. For example, routes activities according to the priority or associated agent.
Contact Center Software Singapore Social Media contact center software allows companies to make social media part of their customer service strategy. It seamlessly integrates in Contact Center Software Singapore uCI and leverages customer service discipline, rules, metrics and resources. Contact Center Software Singapore uCI can add any social media platform to the other channels, allowing a unified management and a complete customer history. Contact Center Software Singapore Unified Router contact center software distributes the interactions to the best suited resources, and agents get a pop-up message and can handle the interaction like any other type of media.
Contact Center Software Singapore Scripting Studio contact center software is a unique and single development application to build agent, IVR, routing, and workflow scripts. It has a visual and a graphical mode that enables both inexperienced and advanced programmers to build a script. The modular programming feature allows a script to be reused between several types of campaigns. Scripts pop up automatically at the agent desktop and provide a screen flow that guides agents through the interaction, regardless of the media channel.
Contact Center Software Singapore Strategy Center contact center software enables an automated dialing process that improves business results by choosing the right contacts to dial at the right time and aligns the dialing process with business goals. Strategy Center allows contact center management to divide contact lists into segments using parameters of the contact profile and then controls the dialing process of each segment using several attributes, such as KPIs, agent skills, or priorities.
Visual Configuration & Supervision
Contact Center Software Singapore Visual & Configuration Supervision provides your contact center with visual routing of multimedia interactions. Its easy to use, graphical interface allows contact center operations to make changes to the campaign’s routing strategy in real time. Contact center operations use customer profiles to customize the routing experience and ensure that the customer is always paired with the most appropriate agent at the most appropriate time.
Visual IP (Interaction Processing)
Contact Center Software Singapore Visual IP empowers your contact center operations to visually change the flow of the script, in real time, to meet the dynamic changes of any business. A very simple GUI and script editor enables operational people to configure IVR scripts and database queries. Scripts are dynamic and change according to the customer´s need and profile, taking the interaction into different paths according to the inputs of the customer.
Contact Center Software Singapore Voice Portal contact center software delivers a superior self-service 24×7. It allows speech-enabled and touch-tone access to business applications, such as self-service customer care and outbound notification, improving customer experience and contact center performance. Customers can easily switch from self to assisted service to talk to an agent, start a chat session, or request a call back at any time.
Contact Center Software Singapore ’s visual IVR allows customers to quickly make their options by navigating through a simple, intuitive IVR interface from a tablet or a smart phone, anywhere at any time, making it a very convenient and time saving option.
Contact Center Software Singapore Workflow contact center software grants the contact center access to the workflows of the entire organization and guarantees that tasks delivered to agents have consistent information about the whole process. Similarly, it also enables contact center management to view all the tasks of a process, see where the process got stuck and pin point responsibilities for stopped tasks. Contact center management can monitor, in real time and historically, workflow tasks just like any other activity. They can define alarms to avoid problems and generate reports to further analyze performance.