CT Contact centre Guide: Fully-Featured, Powerful, and Complete End-to-End Solution
Superior Customer Care
- Customers expect quick responses and prompt issue resolution.
- CT Contact centre empowers businesses to meet these demands, whether they have a few or hundreds of agents.
CT Contact centre Guide – Key Benefits:
- Increase Productivity and Reduce Costs:
- Reduces IT reliance.
- Streamlines workflow processes.
- Simplifies training.
- Provides robust analytics for better decision-making.
- Full-Featured and Powerful:
- Designed to improve contact centre operations with advanced tools and features.
Features:
Data centre
- 24/7 network monitoring.
- Geographical survivability.
- Automatic software updates.
- On-demand scalability.
- Certified PCI DSS 3.0 and SSAE 16 compliance.
Call centre Queues
- Call queue management and virtual queuing.
- Inbound, outbound, and blended voice queues.
- Automated call-back and click-to-call.
- Email, chat, SMS, and social media queues.
- Automated threshold SMS/email alerts.
Call centre Group
- Multi-skill routing.
- CRM integration (CTI).
- Agent call-flow scripting.
- IVR integration for self-service.
Quality Management
- Call recording with agent notes.
- Screen recording with playback.
- Live monitoring, whispering, and barge-in.
- Agent and web chat logs.
- Agent coaching and evaluation.
Workforce Management
- Forecasting and scheduling.
- Schedule optimization.
- holiday automation and shift-trade portal.
- Real-time adherence view and reporting.
Reporting and Analytics
- Real-time stat display and bulletin board.
- Real-time graphical dashboard.
- Custom agent activities and multi-level dispositions.
- Detailed call and agent statistics.
- Scheduled and customised contact centre reports.
About CallTower
CallTower specialises in:
- Unified Communications as a Service (UCaaS).
- Contact centre as a Service (CCaaS).
- Conversational AI (CAI) technologies.
- End-to-end professional and managed services.
Mission: Empower businesses to connect, collaborate, and grow with ease through innovative and scalable solutions.
