Empower call center agents with a unified customer view and intuitive workflows to help customers with up-to-date and relevant information during the sales call.
Capture your leads from both online and offline, and assign them to best-fit call center reps. Distribute leads in a round-robin manner by location, products they are interested in, lead sources, the language they speak, agent performance, availability, and much more.
Smart views facilitate sales call center reps to prioritize their work and do what matters the most. They’d know exactly which lead to call first, view all their tasks and follow-ups in a clean view, and make each connect faster and more relevant with easy access to past conversations and activities.
Elevate the sales pitch by personalising it using the prospect’s details, interests, and activity along with conversation history.
Mask the phone numbers and contact details of all the prospects in your agents’ list. Allow them to initiate calls via a click-to-call button – this not only enhances the security of your database but makes your agents more productive as well.
Design customized call center processes with workflow builder – define the frequency & number of calls, emails, and text messages to be made for a sale, and ensure that your team sticks to it. Automate repetitive tasks like lead stage change, follow-up emails/texts after a call, and more.
Instead of running your call center processes reactively, build a proactive process. Capture live signals using lead behavior tracking, integrations with your other systems, and more. Recommend actions to call center agents automatically. For instance: If the product usage is low, the call center agent is automatically informed of this, initiating action from him.
Reach out to prospects on the channel of their choice – email, text messages, WhatsApp, phone calls, based on the activities, queries, or just periodically. Also, it unifies all customer interactions of call center agents to provide a seamless customer experience.
Increase Customer Lifetime Value and Retention Rates of your customers by identifying and acting upon cross-sell and up-sell opportunities. For example, a home loan customer with an excellent credit repayment history can be offered a pre-approved vehicle loan by a call center rep.
Every call is tracked, recorded, and available with the lead details for real-time or random quality checks. Identify high or low-quality calls, set benchmarks for agent training, and suggest corrective actions for non-performing agents.
Integrate with all the major contact centers, telephony, and IVR tools like Exotel, Ozonotel, Ameyo, CTM, and more through our telephony integration. Our universal call center connector integrates with any IVR or telephony system you might be using.
Gauge your call center agent & campaign performance, reduce costs, streamline processes, and make strategic decisions with built-in reports like performance reports, and benchmarking reports.