Contact Center Solution

1. On-Premise Call Center
2. Cloud Call Center

IT Sky Call Center Solution (ITCCS) is a skills-based routing framework that maximizes call distribution and resource utilization, allowing your agents to manage calls more efficiently, rising your overall efficiency and lowering your operating costs. Our call center solution is built on top of the well-known and reliable Asterisk open-source IP telephony framework. Organizations with multiple locations may use Virtual Call Routing and IP Agents to maximize resource usage in all of their locations. ITCCS has extra capabilities and monitoring mechanisms that are strong enough to handle a professional-enterprise standard call center, in addition to the features of Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Automatic, Conference Calling, Voicemail etc.

ITCC integrates with standard circuit-switched (Analog or ISDN) and SIP networks, as well as hybrid environments, enabling companies to capitalize on and secure their current hardware and software investments.

IT Sky Cloud Call Center offers all of the features of our tried-and-true flagship On-Premise applications without the hardware.

• Full suites of Call Center functionality (Integrated Voice Response), Accordia Voice Logger, Reporting, Accordia Soft Wallboard (SWB), QM and CRM) at your fingertips for your virtual call center setup.
• Integration to your in house, Open Source or Cloud Based CRM.
• Hosted Integrated Voice Response with call routing to mobile phone for virtual office numbers.
• Setup a 24 x 7 Product information hotline and capture sales leads while you are asleep.
• Call Answering Services (Virtual Receptionist) is available as add on services if required.
• Mapping of your existing or new toll-free numbers to a Virtual DID number
• No more rebranding or notifications of your call center number to your clients when you move office

Our ACD technology would enable the agents to positively and productively communicate with consumers in digital and voice platforms. Whether it's a phone call, an email, a conversation, or a post, instantly matching any customer with the most qualified agent possible improves everything. Personalize and streamline any contact by routing it to the appropriate agent from virtually any channel. It’s the smart way to develop great interactions with less commitment.

The IVR feature is a fully integrated interactive voice response system that allows your call centers to automate services and transactions that would otherwise require the assistance of live customer service representatives. By investing natural speech to gather caller information and confirm optimum handling, IT Sky IVR may be a self-service technology that produces resolution quicker, improves routing, and cuts prices with automation. Through the availability of some contact center services 24 hours a day, seven days a week, excellent customer support is guaranteed every time as customers get faster answers to their requests and call center agents have more time to resolve more complex issues.

The Outbound Dialer (OD) assists call centers and telemarketing companies by automating the time- consuming and inefficient process of manually placing outbound calls so that they, in turn, are able to take care of pressing issues that drive revenue for your business and improve its customer experience. It also enables the Customer Service team to give a better customer experience by personalizing every encounter. Furthermore, reaching out proactively keeps consumers happier while decreasing inbound calls and costs for the call center. By coupling the Outbound Dialer and Integrated Voice Response and In-Bound Skills-Based Routing Solution, the Outbound Dialer calls can be routed to the Integrated Voice Response for self-service and playback of pre-configured announcements or routed to a telemarketing collection or support agents for assistance and call handling.

Soft Wall Board provides you with the ability to harness the power of real time statistics in the operations and management of your call center on a daily basis. Your call center's statistics and data are shown visually in real time, enabling and empowering your agents to manage calls efficiently. The call center will easily assess its status and redeploy resources if necessary, by visually showing real-time service levels to your agents and supervisors. It sends out alerts to your call center as soon as service levels or abandon rates drop. This encourages your agents to become proactive which will lead to an improvement in the productivity in organizations.

Knowledge Base feature allows for round-the-clock online support without relying too heavily on second- level support. It helps to improve First Call Resolution in your customer service handling by reducing response time in customer care and quickly providing responses to commonly asked questions (FAQs) by your customers with the most time-saving facilities.

Individuals, businesses, and organizations may use Contact Management to keep track of clients, potential customers or leads, and suppliers by keeping a database of contact details and all interactions with them. It is perfect for companies who do not want to commit to a full-fledged CRM but need a simple and straightforward contact management system keep track of their contacts.

The Voice Logger feature allows call centers to objectively assess call center agent activity, provide timely input and support, improve service efficiency, and, most importantly, foster customer engagement and loyalty. Also, order entry verification and confirmation can be easily done when your calls are registered. The Voice Logger can be a helpful feature in your call center, allowing you to monitor agent output when conducting quality assurance tasks.