Interdialog UCCS - Contact Center Solutions
Today Contact Centers need to transform their customer's experience from delightful single interaction to an entire journey of personalized and consistent interactions. Customer Experience(CX) is all about engaging customer on a channel of their choice and allowing them to hop from one channel to another seamlessly while keeping their omni channel experience uniform.
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q (
ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
Voice - handle Inbound/Outbound calls efficiently
- Inbound call center solution With self service, multilevel IVR and intelligent routing, resolve queries easily
- Outbound Dialer- Click to Call, Progressive & Predictive Dialer with advance dialing logics
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IVR Software - allow customers to help themselves
- Reduce costs with self service options
- Handle off hours queries( service round the clock)
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Email - cost effective channel to handle queries/complaints
- Smart routing and auto response option for a faster email handling system
- Skill based routing
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Chat - engage with customer 24x7 with live chat
- Website integration
- Multiple concurrent sessions
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Social Media Integration
- Respond to comments, likes
- Manage leads,complaints,queries from Facebook, Twitter etc
- Social customer service and lead generation
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Mobile - delight customers on the go with web call back
- Visual IVR(visually guided menus to aid customer)
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SMS Alert System - Text alerts for customer service/engagement
- Reminders/Notifications
- Sales/Promotions through SMS
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Recording - Voice & Screen Recording
- Quality monitoring
- Centralized view & retrieval
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CIM - Customized customer interaction management system
- Industry specific fields for capturing customer’s demographic details
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Wallboard - Live monitoring tool for Supervisors
- Graphical view of key data points for contact center
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High Availability & Redundancy – Up to 99.5% availability
- Minimum downtime
- In case of failover, secondary server starts automatically
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