Inbound Call Management System

This application is intended to take care of the Inbound (Incoming Phone calls) Customer Service Processes with focus on Customer Care. Companies have its inbound customer service wherein its agents receive complaint and inquiry calls from its customers. The application takes care of all such calls landed on each agents extensions, helps them to open, route and close dockets (both inquiry and complaint) for each call, maintain the logs of such calls, enables the supervisors to see and change the status (logged in, on call, free etc.) of each agent, pull out several reports with various filters for the purpose of analysis etc. It also has the ability to integrate a IVRS layer on top.

Multi lingual IVR

IVR based Call Landing with user defined tree and features of the IVR

Intelligent Call routing on the basis of the Caller Line Identification

Integration with Ticketing and Docket Management System

Supervisor log-in and agent call monitoring system

Call logs and Customer Call History in real time

Auto routing of Dockets on the basis of the categorization of the complaints / inquiry

MIS and analytical reporting system

Integration with different kinds of PBX