ACD routes incoming calls to the most appropriate agent or department based on predefined rules, such as agent availability, skills, or caller preferences. This feature helps ensure efficient call handling and reduces wait times.
IVR systems use pre-recorded voice prompts to interact with callers and gather information through touch-tone or speech recognition inputs. IVR can handle basic inquiries, provide self-service options, and route callers to the right department or agent.
Supervisors or managers can monitor calls in real-time to assess agent performance, provide coaching, and ensure quality standards are met. Call recording enables review for training purposes, dispute resolution, and compliance requirements.
Call queuing allows callers to wait in a line until an agent becomes available. It provides them with updates on their position in the queue, estimated wait times, and options like call-back or voicemail.
Call centre solutions often provide comprehensive reporting and analytics capabilities. This includes metrics like call volume, average handling time, service level, agent performance, and customer satisfaction. These insights help identify trends, monitor KPIs, and make data-driven decisions.
Integration with Customer Relationship Management (CRM) systems allows agents to access caller information, call history, and other relevant data during interactions. This improves personalized customer service, enhances efficiency, and facilitates seamless workflows
Databox Solutions call centre solutions support multiple communication channels, such as voice calls, email, chat, social media, and SMS. This enables customers to reach out via their preferred channel, and agents can handle interactions consistently across channels.
Skills-based routing ensures that calls are directed to agents with the appropriate expertise to handle specific inquiries or issues. It matches caller needs with agent skills, leading to better customer experiences and faster resolution times.
Yes. Our solution provides real-time dashboards, performance reports, and call analytics, allowing you to monitor agent productivity, customer interactions, and call resolution rates.
