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Contact Center

Simple. Affordable. Reliable

The Contact Center is A unified work-space for the agent that integrates all applications used by the agent in a single interface to maximize performance each and every day. Achieving a 360-degree view of the customer in real-time time and experience

Overview Solutions

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Intelligent Assignment of Agent Smart call distribution based on skill, & language. Alerting an agent when a new call is coming from a specific customer while the agent is assisting other customers

A powerful dialing engine with all various dialing modes including true predictive dialing, progressive and preview dialing

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Interactive Voice Response (IVR):

Smart functions & call flow designs. Using drag and drop to create a call flow visually and intuitively

Real-time monitoring of incoming and outgoing calls with the ability to listen to calls without agent or customer knowing including an enhanced feature of whispering to agent for coaching purposes

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Added Values
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Cost Saving

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Competitive Advantage

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Byod any device

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Remote or Mobile

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Modern communication channels

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Flexible & Reliable

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Collaboration Without Limits

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Integrates to the Existing Platform

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User Friendly

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Localized

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Built-in unlimited functionalities

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Productive & Efficient

Complete Contact Center Functionalities from within your Browser

Use advanced call center software features from within your computer's browser.

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Call Recording

Record inbound and outbound calls, pause/resume live call recordings and listen to past call recordings at any time to ensure compliance with quality standards.

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Call Results Codes and Notes

Add call summary notes and results codes to your call log and integrated CRM to ensure that relevant customer information is retained.

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Personalized Greetings

Ensure that every interaction with your company is personalized and professional with custom greetings, messages and prompts.

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Call Control

Provide a seamless and professional experience with call center software call control features such as hold, mute, blind and warm transfers and call conferencing.

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Outbound Dialing

A powerful Dialing Engine with various type of dealer functionalities and settings

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Business Hours

Easily configure business hours and associated call routing features to suit your evolving business needs.

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Inbound Call Blocking

Compile a blacklist of phone numbers to ensure that bots and spam callers are disconnected immediately when they call your company.

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Call Queues

Enhance your caller's call queue waiting experiences with features such as queue callback, queue to voicemail and custom music and messages

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Voicemail

With voicemail transcription, notifications, metrics and assignment you can easily keep your finger on the pulse of your company

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Agent-to-Agent Calling

Promote collaboration within your team with one-click dialing to users on the same company

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Custom Fields

Keep track of relevant customer data with custom fields in contact's profiles

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Click-to-Call

Place calls directly from your favorite help-desk, CRM, e-commerce platform or website.

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Unlimited Concurrent Calls

Maximize efficiency without compromising call quality with unlimited concurrent inbound and outbound calling.

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Search Criteria

Assign unique numbers to your contacts to easily sort and search by any defined criteria, compile lists and quickly identify each contact by their criteria.

Intelligent Routing

Route callers to the right agent, team or department based on custom criteria

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Automatic Call Distributor (ACD)

Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller's experience.

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Skills-Based Routing

Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution.

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Ring Groups

Ring multiple agents at once to ensure that calls are distributed in the manner that best suits your business needs.

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Interactive Voice Response (IVR) System

Easily configure your multi-level IVR to ensure that each caller is directed to the right agent, team or department

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Forward-to-Phone

Forward calls to mobile phones, SIP phones or landlines to enable your team to remain connected, even when working remotely.

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No Answer Call Forwarding

Route calls to an overflow phone number when all agents are busy to guarantee that every customer's needs are met

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Intelligent Reconnect

​Automatically connect customers with the right agent when the initial call drops for an improved caller experience

Business Tools Integrations

Sync information with your CRM, help-desk, chat and e-commerce platform

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Seamless Integrations

Seamlessly integrate b-inTouch with your business tools, including Sales-force, MS CRM and many others, to ensure that all customer data is available in one interface.

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Enhanced Caller ID

View information about callers, such as their names and phone numbers, in real-time.

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Built-In Ticketing System

Create tickets, cases, events, conversations and more in your integrated business tool without leaving the b-inTouch interface to streamline your workflow

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Computer Telephony Integration (CTI)

Benefit from comprehensive call center software functionality from inside your CRM.

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Contact History

Automatically display customer interaction history in your browser, including previous calls, and cases, so agents are well informed before every call connects.

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Contact Lists

Compile contact lists from your integrated CRM, Helpdesk or CSV file to enrich your database and streamline outbound campaigns.

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Data Import & Sync

Connect b-inTouch with your CRM or help-desk to continually synchronize contact information across all of your systems.

Packages