Contact Center Operations
Enterprise Contact Center Platform
Comprehensive call center solutions with predictive dialing, ACD, workforce management, and real-time analytics.
Predictive & Power Dialer
Advanced dialing systems for outbound campaigns:
- •Predictive dialing with adaptive algorithms
- •Power dialer for manual control
- •Call list management and import/export
- •Compliance with TCPA and Do-Not-Call regulations
ACD & Queue Management
Automatic Call Distribution with intelligent routing:
- •Skill-based routing and agent matching
- •Priority queues and VIP handling
- •Estimated wait time and callback options
- •Multi-channel support (voice, chat, email)
Workforce Management
Tools for optimizing agent performance:
- •Real-time agent monitoring and coaching
- •Schedule optimization and forecasting
- •Performance metrics and KPI tracking
- •Quality assurance and call scoring
Analytics & Reporting
Comprehensive insights and reporting:
- •Real-time dashboards and wallboards
- •Historical reports and trend analysis
- •Custom report builder and scheduling
- •Integration with BI tools and data warehouses