Call Center Solutions
Telechoice Consulting‘s robust Contact Center Platform allows you to manage your agents and call flow from a basic automated call distribution (ACD) to a full-blown omni-channel contact center with IVR, web chat, email and text integration. It’s the perfect communication solution!
Manage interactions across channels
Create a high-quality inbound and outbound communications experience for your customers and employees. Our feature-rich Contact Center solution expands on basic call center functionality to deliver advanced capabilities—such as the ability to see full customer history with each interaction, no matter if it’s SMS, chat, email or voice—with a clean and intuitive interface.
ACD/IVR
- Multiple call queues
- IVR system options
Live Agent Dashboard
- Manage call queues
- Drag & drop agents in or out of queues
- Linear, round robin, skills-based routing
Messaging Integration
- SMS — call back
- SMS to client
- Web chat — email
Call Reporting & Recording
- Live dashboard
- Track agent productivity
- Longest idle/abandoned calls
- Built-in CDR and call recording
HIPPA Compliance
- All of our call reporting and call recordings are HIPPA compliant
Key Features
Queue Treatments:
- Skills-based routing
- Queue actions/rules
- Call back in queue (CBIQ)
- SMS Keyword Responder
- Custom routing logic support
Agent Experience:
- Web-based UX
- Downloadable client
- Browser-based softphone
- PBX phone support
- Call dispositions
- Call notes
- DND codes (agent state)
- Screenpop/agent scripting support
- Contact history display
- Canned responses
Channel Types:
- Voice
- SMS
- WebChat
- Facebook for Business (coming soon)
Quality Assurance:
- Call recording
- Coaching and silent monitoring
Dashboards and Reporting:
- Standardized reports
- Customizable reports
- Report subscriptions
- Customizable dashboards
- Real-time agent dashboard
- Real-time queues dashboard
- Export data for external analytics
Third-party Integrations:
- CRM: Salesforce and more
- Microsoft Teams
- Cloud storage (AWS, Google, Azure, SFTP, FTPS)
- TTS (Google, Microsoft, IBM Watson)
- ASR (speech recognition)
- WFM support
- Chatbot support
Other Features:
- Outbound dialer campaigns (SMS, voice)
- List management with import
- Contact manager
- Single sign-on support
- Enhanced security with 2FA
- Continued expansion of industry-standard features with quarterly releases
- Redundant/HA architecture for maximum uptime
