CCTel

Call Center Solution which is suitable for Inbound and Outbound Calls.

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