ID CLOUD

Cloud based Call Center Software Capabilities

Roles & rights based user login

All core applications in single suite

UI personalization options

Smart omni-channel Routing

Multi Channel Compact Suite

Voice & Video

E-Mail / SMS / WhatsApp / Chat

AI & NLP

Chat bot | Voice bot | WhatsApp bot

Social Media ( Facebook, LinkedIn, Twitter)

Concurrent calls

Dynamic CLI options

Call controls –mute, hold & warm transfer

Advance dialing rules

Unified Queue

Mobile App

Inbuilt Customer Interaction Manager (CIM) builder tool

Pre built connectors for leading CRM’s

Redundancy & High Availability

Secure & Scalable

Easy on the pocket

Quick deployment & activation

Comprehensive reports

Monitor agents in real time.

Cloud based Contact Center Solution Features

Voice | Inbound Call Center Software

An inbound call center predominantly caters to all incoming customer requests using an inbound call center software. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Inbound call centers respond to inquiries of the customers and they also register the complaints of customer as a customer support desk.

A robust and effective inbound call center solution helps to efficiently handle all customer interactions and provide seamless omni-channel customer experience.

Dialer Software for Call Center, Predictive Dialer

ID Cloud, a premium cloud call center solution with a dialer software for call center is an independent & intelligent auto dialer that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer software algorithms, used by the ID Cloud, a premium dialer software for call center in India, or also known as, calling software for call center, are designed to improve efficiency by lowering the wait time, the number of dropped calls and the idle time of agents. They are configured to allow the dialer to decide which group to call, which agent to divert a connected call to, etc. These decisions are based on various factors such as the approximate duration of a call, the number of agents available, the number of connections, etc.

IVR Call Center Software Solution

IVR or Interactive Voice Response is a very important tool for any enterprise, bank or BPO. IVR call center software enables users to navigate a phone system using voice & DTMF tones input via a keypad, customers get automated responses to their queries or the IVR transfers the call to the appropriate agent using a rule based program.

Teckinfo is one of the best IVR solution provider in India. Our IVR solutions built on AI/ML technologies like dialog flow reduce the need for deployment of trained personnel leading to cost efficiency.

AOD / OBD / Voice Blast / Voice Broadcasting Software

With an unprecedented growth in the number of mobile phone users, for most organizations implementing an automated voice blast software (AOD/OBD) has become an inevitable part of their sales / support strategy. With its all-inclusive scope of making large volume / bulk voice calls, AOD has a very imperative role to play in reaching a large target audience in their language of choice for alerts & notifications. AOD / OBD not only works at reducing the risk of human error by automating repetitive calling to large groups of customers but also allows personalization of recorded messages that are passed onto customers on each call.

ID-Cloud Automated Outbound Dialer (AOD / OBD) is an automated voice broadcasting software that delivers pre-recorded voice messages to an entire contact list or a segmented list of your choice. Natural language processing (NLP) / natural language understanding (NLU) / Text–to–Speech (TTS) software converts the text into a voice message which is relayed when the call is answered. Automated Voice Blaster (AOD) is an across the board solution for making reminder calls for debt collections, sending alerts / notifications & appointment reminders, mass emergency notifications and alerts, tele-marketing campaigns, mass customer surveys and feedback calling, political campaigns, announce new products or services, relay company information and alerts to employees and many more other such processes. Our AOD solution can be integrated with a third party CRM system to deliver messages to any phone, any time.

Work From Home Enabled Contact Center Software

Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready remote call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and using the virtual call center software you can manage your center the same way as you were doing when working from office.

Contact Center Email Management Software

Apart from reaching out to customer care centers through voice, customers today prefer email for reaching out to contact centers or receiving replies to their queries. It is important for call centers to integrate email in their contact center software, using email management software for contact center to provide instant responses to the clients.

Our customer service email management software integrated with the call center software can help your agents handle all customer interactions from multiple channels. It also enables them to handle voice & non-voice interactions (email, chat etc.) simultaneously.

Live Chat Integration in Contact Center Software

With ever increasing customer expectations organizations need to be available to their customers 24x7. Live chat support software is one such technology which enables you to be in touch with customers round the clock whether for service or sales. Live chat contact center software helps to give instant responses to customers.

ID-Cloud, a unified contact center software with live chat integration software integrates chat with other channels e.g. voice, email, Whatsapp etc. enables organizations to provide omni-channel customer service. With AI powered chat bot you can further enhance the chat capabilities with minimal costs.

Video Contact Center Software

Today the whole world is changing and adapting to the new normal. Contact centers also need to change how they communicate with their customers. Today chat & video have become the most used channels for communication. Video contact center software enables organization to have face to face interactions with end users.

ID-Cloud video call center solution chat opens a new channel for customer service that enhances the customer experience to a level of face to face meeting. Video Channel in a contact center can be used for sales demos, KYC or supporting customers for new installations or ticket generation for their issues. Video chat makes easier for the agents to understand the customer queries or issues and assisting them then & there with the solution.

AI-enabled Chatbot, Voice Bot and Whatsapp Bot Contact Center Solution

Bots are becoming increasing popular with evolving technology and are being adopted across verticals for round the clock customer service. Bots or virtual agents, be it voice bot, chat bot or WhatsApp bot , are a great option for cost effective customer support.

Teckinfo's AI based contact center solution with its customer support chat bot helps organizations in manpower optimization & elevating the customer experience . With NLP & NLU (natural language processing & understanding), our bots can do intent mapping & take the customer service to new heights. If need be the conversation with virtual agent can be transferred to a human agent for omni-channel customer experience.

Whatsapp Contact Center Software for Customer Service

WhatsApp has become a very popular channel for businesses to connect with their clients. More & more businesses are adopting this channel of communication for their enquiries & support management. Integration of WhatsApp for customer service in call center solution enables organizations to send & receive information in different media formats like video, pdf’s, plain text, image formats etc.

ID-Cloud WhatsApp contact center software enables you to directly chat with the customer, personalizing the chat and assisting clients for a quick resolution. The two-way communication can be used to share information, intimate about an offer, generate tickets & for reminders etc.

Facebook Integration in Contact Center Software

It is impossible to deny the role social media plays in today’s business scenario. Brands need to work extra hard to gain customer attention and retain it for good. Integrating social media e.g. facebook, twitter etc. with the contact center software delivers certain benefits such as improved efficiency, better social media customer service and consistent contact center metrics.

Our unified contact center software with social media connectors can help your agents handle comments or post being done on your company’s social media pages.

Twitter Integration in Contact Center Software

Integrating social media channels for communication in business will reduce the overhead costs of hiring multiple resources for social media customer service. Besides, business firms can respond to the needs of their customers in a more simplified process. Social media channels e.g. Twitter, Facebook etc. serve as an important mechanism to increase the sales of the company. It is time for business firms from all domains of the industry to embrace social media. This is one of the most effective communication channel, enhancing your marketing and branding strategies at the same time.

High Availability & Redundancy in Contact Center

Businesses need to be operational & available to their customers all the time. High availability is simply the ability to maintain operational continuity even during times of hardware or software failures. The importance of redundancy here is undeniable. Redundancy to put it in easy terms, means backup; the Plan B when unfortunate circumstances interrupt your primary service.

High availability contact center software makes certain that unplanned downtime does not impact your revenue or displease your customer.

Scalable Contact Center Software

Today with customer expectations being all time high, companies need to invest in a scalable software for call center that is future proof and has high scalability.

Our highly scalable contact center software, ID-Cloud can be deployed in a number of ways to suit all kinds of requirements. Single setup with or without redundancy, multiple telephony with single CTI, multiple telephone with multiple CTI and hosted are all possible with our product. We have proven and demonstrable setups all across the globe.

ID Mobile - Call Center Solution

Today in the digital age it is extremely important to always be updated on any given transaction for superior customer experience. Mobile apps provide the flexibility & mobility without compromising productivity. When you are in the field, it’s a necessity to have an app which enables you to work while on the go.

ID Mobile, (ID-Cloud's mobile call center solution) enables agents to manage all call related activities through their phone whether they are in the field or working from home. ID Mobile is a very powerful mobile application for call center which can be used on Android / IOS platforms. It’s secured via user authentication by OTP and no data is stored on agent’s mobile phone. Ideally suited for feet on street (FOS) / work from home (WFH) to manage all sales or customer service functions.

Alerts & Notifications in Contact Center

Notifications today has become a very important part of customer experience. Automated alerts and notifications at each stage of transaction / customer journey keeps the customer well-informed. Alerts can also be configured to inform about the health of the contact center solution e.g. disk space, system alerts, application alerts.

Voice Logger - Call Recording Software

Today quality of service (QoS) and customer experience define your brand. For quality monitoring, training and regulatory compliances, voice recording system for call center is an essential requirement in any call center software.

InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software for contact center and also has an option for screen recording with a call center screen recording software. With centralized repository of all voice logs created with the contact center voice logger system, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

Real Time Monitoring Software for Call Center

Admin & Supervisor is a very important function in a contact center. He is like the captain of a ship who manages everything.

Our call quality monitoring software and the admin & supervisor module helps you manage the complete contact center operations right from configuring agents or campaigns, monitoring them and optimizing the performance of campaigns and agents. With call center real time monitoring, whispering, barging & call seizing options Admin / Supervisors ensure that customer service standards are maintained.

Contact Center Reports and Analytics

Our unified contact center software with a built in contact center reporting software has extensive reporting capabilities provide you with a clear and concise view of your contact centers' performance. Standard reports track key operational data, such as productivity, call list performance and efficiency. Supervisors are able to quickly and easily generate and display custom reports. Contact center reports and analytics enable your managers to make informed decisions on how to allocate resources to maximize results. Reports can be scheduled to run daily, weekly, monthly or at other user-defined time intervals.