What we do
Advanced Call Routing
Automatic Call Distributor
(ACD) The main structure of our call center software is Automatic Call Distributor. ACD is a telephony system to answer incoming calls and route them to specific agents or departments that works with Computer Telephony Integration (CTI) system and Interactive Voice Response (IVR) system.
Interactive Voice Response System
(ACD) The main structure of our call center software is Automatic Call Distributor. ACD is a telephony system to answer incoming calls and route them to specific agents or departments that works with Computer Telephony Integration (CTI) system and Interactive Voice Response (IVR) system.
Skills Based Routing
To ensure that each call is answered by the most appropriate call center agent Skills-based routing is needed. It easily creates rules for call assignment and then makes skills-based routing let to take care of the rest.
Inbound and outbound Calls
Call Control
Provides a professional experience with call center software call control features like hold, mute, blind and warm transfers and call conferencing.
Call Detail Records - Call Logs
Securely view, print, search, and file all incoming and outgoing calling records, by user number or by name.
Call Routing and Queuing
Route the call to special skilled priority agents and route call to different queue when required.
Predictive Dialer
Enables predictive or auto dialing of calls to customers and can be used for reminders, dissemination of campaign information and may more. Ensures maximum agent utilization at an effective cost as this eliminates the use of agent, making such calls to the customers.
Caller ID
Select the phone number to send out as your caller ID.
Unlimited Concurrent Calls
Voice Mail Management System - Be alerted to and/or listen to voicemail in different ways.
Personalized Greetings
To ensure that each interaction with your company is personalized and more professional with custom greetings, messages and prompts.
Monitoring and Reporting
Call Monitoring
With iContact, you can monitor your agents’ calls to gain valuable insight into the needs of your customers and make more informed business decisions.
Historical Reporting
Historical reporting is the feature through which we can display our call center data from any specified time. With this feature, we can show call volume, service level, handle time, abandonment time, wait time, response time and more.
Agent Reporting
Agent reporting dashboard gives you opportunity to closely monitor performance of the agent and team. This feature allows you to recognize good agents in order to optimize your team’s performance.
Custom Reporting
To create custom reports by filtering your data like phone number, agent, department and timeframe, this features helps you. This also allows to identify a better sense of your team’s performance. This feature makes you to analyze the data that matter most to you and your team so you can make decisions that makes significant results.
Security and Compliance
A PCI DSS Compliant software, locally manufactured in Bangladesh. “Deshio software, desher manusher kollayne”