CPaaS Omni Channel Solution
CPaaS Omni Channel solution provides the rich features of a professional call center that enables companies to select the most convenient mode of communication with your brand.
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With this solution, you can monitor and control performance indicators to maximize work productivity enabling the agents to work from virtually anywhere in the world and thus providing 24/7 customer service. Superior customer experiences are the natural result.
Our Omni Channel can even act as an auto-dialer for clients who need to run sales marketing campaigns that can carry out automated call campaigns.
All interactions on one platform
Inbound Interactions
Self-service options, smart call routing, and an intuitive call flow builder help you manage a high volume of inbound calls.
Outbound Interactions
Using an auto-dialer, you can double your telemarketing efficiency while maintaining full compliance
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Ease Of Use
Easily manage operations and call centers system with minimum technical knowledge.
Rich insights and Analytics
Analyze your KPIs on real-time dashboards and react quickly to the hold time, resolution time, number of people in the queue and more.
Workforce Optimization
Enabling brands to staff agents to work from virtually anywhere in the world and thus provide 24/7 customer service.
Flexible & Scalable
The on-demand nature of cloud solutions allows true scalability for companies when needed. Easily customize the service anytime for unlimited scalability.
Quality Management
Recorded calls are for coaching and compliance purposes.
Integration
Personalized customer interactions by integrating your call center solutions with your CRM and other business applications.
Main Features
Workflow Management
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Dashboard
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Custom dashboards turn a matrix of numbers into actionable insights that match customer unique needs. Organize data with custom dashboards and reports.
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Communication Hub
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Monitor your call center data when the agents are on the call to make quick decisions and improve your operating efficienc
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Supervisor Tools​
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With special tools, supervisors have access to active calls monitoring (call barge, call spy, whisper), and queue management, with detailed agent performance history.
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Agent Tools
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Agents are able to add notes for calls on the portal pop-up box, view the call history for customer inquiries and expectation
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Workforce Management
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Auto Attendant
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Personalize customer journeys and offer self-service voice options with a graphic, flexible IVR solution
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Advance Call Routing​​
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With this feature, you can make use of Ring All / Round Robin / Skill-based Routing / Sticky Agent
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Announcement Message
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Customize the message content by text and mp3 file, and play when the customer waiting in the queue
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Outbound Campaign
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​Act as an auto-dialer for the campaigns with the uploaded number list​
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