Call Centre Solutions
Kualitek Communications™ has a comprehensive Cloud Communications platform that can efficiently deliver enterprise PBX, Unified Communications (voice, video, presence, instant messaging, faxing), call centre solutions, conferencing and business mobility services. It has the ability to transform any call centre from a normal in/outbound busines to a feature-rich enterprise.
Reinforce your portfolio of offerings to your client and benefit from our call centre solutions.
➤ Distribute calls to agents based on their availability and improve customer experience with inbound call routing and IVR.
➤ Improve agent training and performance through advanced reports, monitoring and whisper.
➤ Increase flexibility and mobility with features such as FindMe / FollowMe, extension virtualization, call routing customization.
➤ Keep calling costs as low as possible with VoIP technology and smart call routing.
Call Centre Features
❶ Smart Call Queues
Kualitek’s call queues ensure that when all your agents are busy, calls are kept on hold. Multiple options for call distribution are available so that you can choose what best fits your business. This includes ring all, least recently called, fewest calls, ring members in the adding order, random, random with member penalty.
You can also provide an improved customer experience with history-based queue routing. When this feature is enabled, queues will first attempt to connect your callers to the agent they last talked to. This way, customers spend less time on the phone and agents are more efficient.
Other smart queue features:
• Announce how long the customer has been waiting in the queue.
• Announce the customer’s position in the queue.
• Exit to operator on key press.
• Transfer a call to a manager if the customer has been waiting in the queue for an extended period of time.
Always ensure that the call is redirected to the right department. The easy to use and configure Interactive Voice Recorder (IVR) system connects callers to the appropriate department and simplifies call management, saving your company time and money.
With the advanced Call Interactive web service, you can even interact with the system every time the IVR places, receives or terminates a call. Integrate your IVR with customer support and payment applications or apps that make transfers to a specific resource based on customer behavior.
❸ Monitor, Whisper & Barge in
Gain better control of how your call centre works by enabling your supervisors to listen to active conversations. Queue supervisors can whisper to agents or barge in the call when needed.
❹ Call Recording
Record phone calls automatically or on-demand, just by dialing a code during the phone conversation. Store agent calls to help with quality assurance, help with their training or review them at a later time.
❺ Call Control
Agents have all the tools they need to provide great customer service, including hold, mute, park, call transfer and call forwarding.
❻ Call Screening
Calls can be easily filtered by destination, while complying with local regulations and increasing customer satisfaction.
❼ Dial by Extension
When calling through the IVR, inbound callers can reach specific agents directly by entering the agent’s extension number
❽ Local agents
Local agents can log on several queues and start helping customers right away. Turn the best agents into supervisors to help train other agents.
❾ International numbers
Expand your business globally, have agents globally or even enable calls to be received on international phone numbers routed to local agents.
❿ Custom sounds
Use your own music on hold and sounds prompts, manage sound folders and sound languages directly from your dashboard.
① Remote Agents
Agents do not need to be in the office to assist customers. All they need is access to a desk phone or asoftphone. Call confirmation prevents automatic call answering mechanisms to get queue calls, which can be an issue when agents use mobile phones.
② FollowMe (Cascade Call)
Thanks to this smart incoming call rule, every time a call comes in, your phone in the office, your home line and mobile phone will ring at the same time. Empower your mobile workforce and ensure that calls reach your agents, no matter where they are.
③ Extension virtualization
Any phone line in the system can be virtualized, enabling your teams to work in shifts and share the same desk and physical phone, while using their individual extension.
④ Bring Your Own Device (BYOD)
With Kualitek‘s BYOD support and softphones for mobiles, you can turn any smartphone device into a business phone and give your agents the mobility they need.
Reporting & Integration
☆ Advanced Reporting
The Call Queue Reports and Statistics function can help you optimize human resources and business processes, quantify performance indicators, including call reports, answered / unanswered calls, call distribution, agent reports, status reports, and much more. Additionally, you can extend monitoring and reporting based on your needs, through UnifiedAPI.
☆ Autodialer Integration
Kualitek‘s APIs facilitates integration with an autodialer solution of your choice.
☆ CRM Integration
Through the powerful API functionalities, you can integrate our system with any CRM of your choice. Integrate phone, fax, and instant messaging with CRM business applications to simplify management processes, increase agent productivity, and customer satisfaction.