Products

CONTACT CENTER SOFTWARE

Issues such as poor network, downtime, and other such bottlenecks can cripple the operations and affect the business. However, the WebRTC-based multi-tenant Contact Center solution, developed in-house by Vindaloo Softtech, can handle large call volumes and offer access to separate features for all three user groups on top of standard contact center solution offerings. We are the right fit if you are looking for a robust contact center solution that is reliable, affordable, and manages to improve your team’s performance.

Key Business Features in Contact Center Solution

Key User Groups based Features

Our multi-tenant contact center solution supports three user groups: (i) Super Admin, (ii) Tenant Admin, and (iii) end-user. The end-users can further be divided into 2 types: (i) supervisors and (ii) call agents. Based on the user role, users have access to certain modules of the contact center software. Here is a list of user-wise features:

Super Admin

ACL, Trunk, DID Management
Add/Remove Prompts
Tenant User Management

Tenant Admin

Agent Management (Monitoring, Allocation)
Call Management (Monitoring, Status, Prompt, Queue)
IVR Management
Campaign Management
Customer Entry

Supervisor

In-Call Actions (Barge, Whisper, Coach)
Call and Agent Monitoring
Agent Management
Call Queue Status

Agent

Client History
Script View
WebPhone Portal Sign-in

Automatic Call Distribution (ACD)

Wasting time and resources on call distribution is a thing of the past. Our unique ACD solution intelligently routes every call to the relevant agent within the call center, eliminating all the mayhem in between. It can analyze the data usage, especially regarding call volume, call duration, wait time, etc.

Interactive Voice Response (IVR)

Another critical feature that supports the contact center suitably is the IVR system can identify, segregate, and route the calls to the right recipients in the waiting queue. It allows the business to provide round-the-clock service to the customer. The IVR guides the caller through the suitable receivers and lets their work be done immediately.

Call Recording & PlayBack

One of the most popular aspects of a contact center system is call recording. The user may customize the parameters, which helps record incoming and outgoing calls. When it comes to maintaining the services' compliance and quality requirements, this is a significant benefit.

Call Control

Utilize the call control features, including holding, muting, transferring, hanging up, etc. The user may perform these tasks with a few mouse clicks, thanks to the browser's ability to enable the solution.

Call Queue

This functionality helps the caller to wait in the queue when all the agents are busy. The call queue feature can be configured as per the business's precise needs, especially assigning calls to particular departments, teams, individuals, etc.

Call Monitoring

This feature helps to scrutinize the calls, particularly to calculate the durations, cost, agent quality, customer satisfaction, etc. This feature comes as handy for managers and supervisors.

Voice Mail

This feature is unavoidable in contact center solutions because it helps to receive notifications on missed calls and allows them to leave a voicemail.