Delivering exceptional customer service using the sophisticated routing capability of the OpsCentral Voice Inbound Call Centre software. Our next-generation systems route calls to the right agents at the right time and automatically screen pop the customer’s information on agents’ desktops for productivity.
Customers can perform routine functions through intelligent IVR flow, freeing up agents to focus their attention on higher-value interactions.
ROUTING ACROSS CHANNELS
OpsCentral Voice leverages business rules to prioritize different channels and interactions and decide which resources best fit a customer’s needs based on their historical preference.
self sufficiency for users
Non-technical users can easily set up and make changes to the ACD system.
Change routing strategies
OpsCentral Voice gives you the ability to create virtually any routing scenario in just minutes with simple drag-and-drop icons. On the fly changes can be immediately deployed to your operations.
Interactive Voice Response (IVR)
cut costs, free up agents
Our IVR enables you to cut costs by automating routine calls. This allows your agents to focus their time and energy on higher value interactions.
easy to design
Set up and make changes to your IVR system easily using our drag-and-drop IVR Designer, add new prompts, callback options, or data queries in seconds and on the fly.
Quickly identify customers and personalize the self- service flow. Data collected by the IVR is routed through the ACD, ensuring intelligent support.
Computer Telephony Integration (CTI)
Deploying our CTI solution with skills-based routing is one of the best ways to improve First Contact Resolution (FCR), one of the best predictors of customer loyalty.
CREATE POWERFUL EXPERIENCES
OpsCentral CTI queries your CRM, locates a match, and instantaneously populates that data onto the agent’s screen so that the customer’s needs are addressed timely.
Integrates with Salesforce, Oracle, and more so that screen pops appear as part of the CRM interface, eliminating the need to toggle between screens.