Contact Centre
Flexible, Cost-Effective Solutions Augmenting Every Facet Of Contact Centre
The primary focus in today's corporate landscape is on generating satisfied customers. It has never been more important to interact with your consumers on their terms - the how, when, and where.
The modern client is more demanding than ever, and each connection provides a new chance to not just meet but exceed their expectations.
To accomplish this, it is critical that all client interactions be consistent and smooth, with the primary goal of addressing their difficulties on the first try.
It is critical to be completely prepared to cater to consumers swiftly and effectively, regardless of whether the channel of communication is voice, email, chat, SMS, instant messaging, or even social media.
This is where the omnichannel contact centre shines. We at Sysgrate have unrivalled knowledge in the field of contact centres. We are ready to help you install your next Contact Centre solution.
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On-premise
02
CCaaS
Core Contact Centre Capabilities
02
Outbound Dialling
Companies communicate with customers for a variety of purposes, including product updates, sales, and reacting to inbound queries. Dialers are crucial in this process because they automate call screening, manage hang-ups, and handle voicemails. They provide progressive, preview, and predictive solutions to maximise productivity and reduce agent costs.
03
Workforce Management and Optimisation
In contact centres, call quality and agent productivity are critical variables. A great customer experience starts with engaged agents who provide excellent service. Workforce control (WFM) solutions help with traffic volume forecasts in relation to agent availability, generating effective schedules, and providing insights into call recording, analytics, and quality management.
04
Self-service portals
Self-service portals, such as Interactive Voice Response (IVR) and Intelligent Virtual Agents (IVAs), provide a low-cost way to improve client experience while lowering operational expenses. Customers may independently access account information, make reservations, and recover payment history. These portals integrate effortlessly into your contact centre, improving customer interactions and increasing efficiency.
Core Contact Centre Capabilities
01
Skills-based routing
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Inbound, outbound and blended calling
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Speech-enabled IVR and Intelligent Virtual Agents (IVAs)
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CTI Screen pop
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Caller Identification
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Web callback
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Screen recording
08
Agent scripting
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Post-Call surveys
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Quality assurance
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Workforce Management
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Analytics, real-time and historical dashboards, and reporting
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Predictive/progressive/power/preview/
Predictive/progressive/power/preview/
manual dialling
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Call recording
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Campaign and list management
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Do Not Call compliance
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CRM integration
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Agent assistance
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Virtual assistants
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Speech analytics
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