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
Intelligent Assignment of Agent Smart call distribution based on skill, & language. Alerting an agent when a new call is coming from 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
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
Productive & Efficient
Byod any device
Remote or Mobile
Modern communication channels
Flexible & Reliable
Collaboration Without Limits
Integrates to the Existing Platform
Built-in unlimited functionalities
Use advanced call center software features from within your computer's browser.
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.
Add call summary notes and results codes to your call log and integrated CRM to ensure that relevant customer information is retained.
Ensure that every interaction with your company is personalized and professional with custom greetings, messages and prompts.
Provide a seamless and professional experience with call center software call control features such as hold, mute, blind and warm transfers and call conferencing.
A powerful Dialing Engine with various type of dealer functionalities and settings
Easily configure business hours and associated call routing features to suit your evolving business needs.
Compile a blacklist of phone numbers to ensure that bots and spam callers are disconnected immediately when they call your company.
Enhance your caller's call queue waiting experiences with features such as queue callback, queue to voicemail and custom music and messages
With voicemail transcription, notifications, metrics and assignment you can easily keep your finger on the pulse of your company
Promote collaboration within your team with one-click dialing to users on the same company
Keep track of relevant customer data with custom fields in contact's profiles
Place calls directly from your favorite help-desk, CRM, e-commerce platform or website.
Maximize efficiency without compromising call quality with unlimited concurrent inbound and outbound calling.
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.
Route callers to the right agent, team or department based on custom criteria
Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller's experience.
Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution.
Ring multiple agents at once to ensure that calls are distributed in the manner that best suits your business needs.
Easily configure your multi-level IVR to ensure that each caller is directed to the right agent, team or department
Forward calls to mobile phones, SIP phones or landlines to enable your team to remain connected, even when working remotely.
Route calls to an overflow phone number when all agents are busy to guarantee that every customer's needs are met
Automatically connect customers with the right agent when the initial call drops for an improved caller experience
Sync information with your CRM, help-desk, chat and e-commerce platform
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.
View information about callers, such as their names and phone numbers, in real-time.
Create tickets, cases, events, conversations and more in your integrated business tool without leaving the b-inTouch interface to streamline your workflow
Benefit from comprehensive call center software functionality from inside your CRM.
Automatically display customer interaction history in your browser, including previous calls, and cases, so agents are well informed before every call connects.
Compile contact lists from your integrated CRM, Helpdesk or CSV file to enrich your database and streamline outbound campaigns.
Connect b-inTouch with your CRM or help-desk to continually synchronize contact information across all of your systems.