CenterMaster

Automatic Call Distribution

Route inbound calls to skilled agents across the globe through the CenterMaster cloud.  Whether you have one location, multiple locations, or virtual agents CenterMaster will connect customers to the right department and agent creating positive customer experiences.

Application Program Interface

AcuCall’s Professional Services team can facilitate integrations with third-party applications and tools so agents can seamlessly navigate workflows to effectively and efficiently serve customers.

Call Blending

Keep your agents productive and create a positive customer experience.

Call blending reduces call waiting time, reduces over/understaffing, and improves customer satisfaction by moving agents between outbound campaigns and inbound queues.  CenterMaster creates an effortless experience by automatically moving agents to support inbound influxes and initiating outbound dials during agent availability.

Call Recording

CenterMaster captures and stores call audio so that it can be evaluated to ensure compliance, quality, and accountability. We keep your PCI and HIPAA data safe and secure by redacting sensitive and protected customer information.

Chat

Improve the customer experience, your sales conversion, and call deflection rates by providing a human touch to those who visit your website. CenterMaster Chat eliminates frustrations by offering customers a convenient method to reach a live agent. This leads to quicker response and resolution times while reducing calls to your contact center.

Customer Relationship Management

CenterMaster includes a simple Customer Relationship Management (CRM) tool that will change the way you serve your customers by making record level detail readily available on each interaction, providing the ability to capture real-time updates to customer information, and deliver actionable data.

Computer Telephony Integration

Integrate with CTI and pass information about the caller through CenterMaster’s Intelligent Screen-pop to create a more personalized interaction with the customer.

Dialer

Maximize efficiencies by reducing idle time and increasing live connections through an automated dialer campaign.  The CenterMaster platform is TCPA compliant and has four modes that can be applied to outbound campaigns: Predictive, Progressive, Power, and Preview.

Interactive Voice Response

Reduce live agent interactions by providing customers with self-serve options to access information, complete transactions, and automatically route more complex cases to the right agent when needed.  CenterMaster includes an easy to use drag-and-drop interface to configure IVR campaigns within minutes providing the ability to serve customers 24x7.  Utilizing speak recognition capabilities, customers can easily navigate menus and immediately address questions without having to hold for an agent. CenterMaster IVR gives the customer control improving the overall experience and creating operational efficiencies.

Reporting Analytics

Monitor performance through dashboards and canned reports or customize reports specific to your organization though AcuCall’s Reporting Services.  Data services include access to real-time and historical reports to track progress and identify opportunities to improve processes or overall strategy.  CenterMaster provides key metrics to make informed decisions and drive results. Do you need a more granular view? AcuCall has multiple options to provide customer’s access to their data.

Short Message Service

Enhance your campaign strategies by including SMS outreach!  Text messaging has evolved into a popular method of communication to reach and interact with customers.  CenterMaster SMS enables you to send and receive messages using a new or existing local DID, TFN, or short code to send reminders, promotes a sales campaign, or collect responses.