About Contact Center Software
Telesuite Contact Centre Solution addresses customer challenges and provides capabilities to go beyond existing customer challenges . It hosts a suite of highly functional features like routing inbound calls based on agent availability/capacity and it allows for skill-based issue resolution. It gives supervisors the power of data to optimise agent workday efficiently and understand the output of each customer
interaction. In customer support, it is crucial to ensure that the challenges faced by customers are always addressed, analysed, and solved with minimal delays. With Telesuite Contact Centre solution, manage customer challenges and provide consistent service quality with superior, must-have features like progress reports, real-time dashboards and key performance indicators.
Features
Holistic agent supervision
Visualise all customer support insights, observe and adjust support agents behaviour through silent monitoring and barge-in capabilities.
Smart agent allocation
Allot customers to agents based on their skills and ability to resolve customer pain points effectively.
Data driven support
Through intelligent dashboards, reports and insights, enable agents to make informed conversations and strengthen customer relationships.
Call Diverting
In the absence of a support agent, divert the call to an alternate digital method to resolve customer problems.
Availability status
Monitor the availability of agents and seamlessly merge calls with other agents to resolve problems through a conference system.
Easy transfer
In case an issue needs escalation, transfer the call to another agent with minimal steps.
Additional Features of Telesuite Contact Center
On-line or online, we'll support you
Telesuite Contact Centre supports multiple telephony providers and phone bridge integrations. Now you can configure, make, and receive telephone calls with or without telephones.
Meaningful conversations
While on call with the customer, you could look at their conversation history, or their entire ticket history with your company. You can add notes and associate calls with new or existing tickets, with just a click.
Smart automations
You can set rules that automatically convert missed calls into tickets, assign all phone calls to a particular agent for each department, and route calls on a Round Robin basis.
Interactive voice response (IVR)
An effective IVR simplifies the navigation of your customer service hotline. Customers can reach the right support agents based on the IVR options they choose.
Recording and monitoring
With Telesuite Contact Centre, log all incoming and outgoing calls automatically. You can save phone conversations as MP3 files and attach them to tickets to listen to them later.
CRM integration
This allows you to look at the customer's CRM information within existing tickets, such as their purchase history, upcoming calls with the sales team, size of the current deal, and other relevant data.