CCTel Overview
- CCTel is a complete Contact Center solution for both inbound and outbound calling. It is a comprehensive package with full extended functionality including IVR, skill based routing, auto dialer, CRM integration, campaign management, detailed usage reports and many other features.
- It is simple to deploy and configure to your requirements.
- It is fully integrated with our voice recording, call accounting and quality monitoring solutions as well.
CCTel Features
- User friendly browser interface
- Interactive Voice Response (IVR)
- Automatic Call Distribution (ACD)
- IVR-based proportional routing to agents
- Snooping & barging of live calls
- Skill-based transfer depending on language, dept etc.
- Call reports on daily/hourly basis
- Outbound dialing (OBD) to multiple contacts
- Retrial dial outs for unanswered calls
- Do-Not-Disturb (DND) call blocking
- Auto-logout for unavailable agents
- Agent mapping to campaign/process
- Real-time agent status with live monitoring
- Agent-wise & process-wise supervision
- Auto-dialer with multiple campaign management
- Extensive call search options for retrieving information
- Detailed reports on the basis of total agents
- Manual & automatic disposition of calls
- Call transfer, call conference & external transfer
- Internal/ External CRM integration
- Queue call back with automatic call back facility
- Phonebook in user interface, Custom Fields,
- Upload Data/Wave/Note, Schedule Process
- Instant messaging between Agents and Supervisors
CCTel Benefits
- Minimize operational cost
- Supervise call center effectively
- Listen to call logs & refer reports
- Evaluate team's performance
- Convey information automatically
- Increase customer satisfaction
