Automatic Call Distributor is used route incoming calls. Lgorithm’s ACD ensures uniform call distribution across available agents, Inbound call center solution and balanced load distribution across multiple office locations. It comes packed with a powerful routine engine that distributes call based on pre-defined rules including skill-based call routing, FIFO and priority. In addition, it comes pre-integrated with an IVR that provides for options of self-service and also to reach the specified department directly.
Personal Agent Routing extends on ACD and IVR capabilities by defining Inbound call center solution and outbound contact strategies to route each customer interaction over any channel to the most qualified agent available ultimately establishing consistency across all channels.
VQ Pass or Virtual Queuing is an advanced queue management solution, Inbound call center solution to help enterprises refrain from losing vital customers and leads to call abandonments caused by long waiting time. This feature provides contact centers the opportunity to reduce abandoned calls due to increased wait times during peak calling hours.
With our CRM, enterprises can be certain of the agent’s ability to access information and serve customers faster without compromising on service quality and Inbound call center solution. The interface is simple and straightforward and allows easy lead management, tracking, and status updates. The CRM is robust and flexible in terms of operation and deployment. It is also capable of being integrated with any third-party database, CRM, or tool for smooth and seamless functioning.
Computer Telephony Integration (CTI) allows for screen-pops with customer information available to agent prior to the call connection with the customer. The CRM lists all relevant fields to the agent so that the customer can be serviced in the fastest time possible. The workbench also allows the user to transfer the call to another party, put the caller on hold, and dispose the call accordingly.
Reports enables contact centers to access and manage information in the most adept manner. The tool empowers the user with custom reports generation by extracting information from any integrated database source. The web-based interface allows managers and administrators of a business entity to not only access reports from anywhere, but also to constantly innovate using different parameters to achieve operational efficiency.
Lgorithm provides innovative, effective and high quality services to customers worldwide. We have Reliable Services, offer a smooth delivery of services from our office in Philippines and India. Our Predictive Dialer services help all new and old centers to start Quality Center in most economical price on opex and capex modes.