QualTact

QualTact Contact Center solution is the next generation web based contact center which gives a whole host of features and has a very customizable core.

Highlights

  • Built-in IVR Survey Scipts - Prompt the standard NPS Survey question to customer to calculate the NPS score
  • Customize - Easily customize IVR Calls flows, reports, etc
  • Web based Call Center functionality for agents and supervisors
  • SIP Phone registration for agent audio
  • Inbound, Outbound, IVR (self service)
  • Voicemail
  • Automatic Call Distribution (ACD) routing based on longest idle / round robin queue
  • Real Time Dashboards, historical reporting
  • Call Recording
  • Quality Analytics, Evaluation Forms / Scoring cards
  • Develop Rich IVR call flow using drag and drop tool
  • IVR designer can integrate with 3rd party API and Databases

Features & Benefits:

Call Routing

ACD call routing with longest idle and round robin queues. Easy to Integrate with any SIP supported external gateway / SBC

Flexible Agent Endpoint

Agent extension can be the softphone built into the web GUI or any SIP based IP phone

Wallboard

Customizable Real Time Wallboard with readily available API. Self-extensible with simple HTML and JavaScript knowledge

Full Featured IVR

Web based GUI IVR designer with drag-and-drop interface for rich IVR call flow development. Easy to integrate into supported databases and 3rd party REST API

Reporting

Detailed out of the box reports with flexibility to customize your own template based reports

Survey Module

Rich Quality module with Survey Reports and Standard NPS Reports                                                                          

Quality Management

100% Call Recording module with out of the box Agent Quality Scoring and Evaluation modules

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