Call Center Solution
Versatile CRM & CTI applications to support call centres where agents or receiver of calls could be located anywhere on this planet, Iris CLOUD will ensure that voice & data services reach the intended recipient as long as they are connected on IP highways. Ideal to operate call centre activity from home laptop and mobile. Voice can reach them over different media or protocol including on GSM phones, while tasks or pop up screens can provide data access over laptops via available broadband connections. System can create tasks that can be escalated or delegated across the hierarchy. These tasks can be closed or acted upon via laptops / smart phones / SMS or android applications. Coral CRM suit is so designed that the database of the call centre resides in the security of the physical office infrastructure, while agents can log in and work from home or anywhere else. Agent screens that pop up at remote locations work through a firewall that allows safety & security of vital database. CTI suit includes IVR, auto-dialer application & ACD applications. In built Session Border Controller allows network to expand with greater safety and fewer user problems.
Interactive Voice Response System
IVR automates the initial interaction with callers, allowing them to select options via keypad or voice. It offers menu navigation, self-service options, and integration with databases for information retrieval.
Automatic Call Distribution
Automatic Call Distribution (ACD) is a very essential feature used in call centers to manage incoming calls and route them to the most appropriate agent or department. ACD’s Key Components are like Call Routing IVR, Call Queueing, Priority Routing, Skill-Based Routing, Time-Based Routing, Call Monitoring and Reporting etc.
Auto Dialler
Auto dialler automates the process of dialing out to customers for various purposes such as sales, surveys, and reminders.
Predictive Dialer: Dials multiple numbers and connects answered calls to available agents.
Preview Dialer: Provides call details to the agent before dialing.
Progressive Dialer: Dials one number at a time when agents are available.
Customer Relationship Management
CRM System is used to manages customer information and interactions.
Features: Customer data storage, interaction history, case management, and integration with other systems.
Call Recording
Function: Captures and stores calls for quality assurance, training, and compliance purposes.
Features: Recording of calls, live monitoring, playback, and analysis tools.
Reporting & Analysis
Function: Captures and stores calls for quality assurance, training, and compliance purposes.
Features: Recording of calls, live monitoring, playback, and analysis tools.
