Looking for a contractor (software developer) who can design a contact centre module & IVR solution for. We currently use Skype for business solution. On it own skype lacks some functions so need a contact centre tapping in front mainly for below features
Real-Time monitoring & queue status (dashboard)
Skills-based routing
Real-Time Voice call recording
Reports (customizable)
Speech Attendant & IVR
Automatic Call Distribution (ACD)
Historical reporting
Expected wait time announcements
High call volume and other custom announcements
Capture & display caller information on ICE client / toolbar
Call back - callers can hang up an keep their position in queue
Not ready time (or after call time)
Supervisor silent monitoring and whisper function (for trainings)
Barge-in function (to take over a call)
Real-Time queue management
Advising caller's position in the queue
Last Agent routing (gives options to callers to speak to the last agent they spoke to i.e. if agent status available)
Queue scheduling - ability to set 'out of hours' and call forwarding options on a queue-by-queue basis (useful for public holidays and brown-out period as per different regions)
Queue Alarms - in cases of high call volume on specific queues
Web Chat & Social Media
Integration with ticketing system
Email Service real-time queue in ICE dashboard
Integration with CRM
CRM screen pop up
Hello there! Greets!
After carefully reviewing your project details, we are glad to work with you on this project being confident enough to provide the best services. Please initiate the message box for discuss in details.
As per your project description you need a setup a customer care inbound call center.
Awaiting to hear from you soon so that we may get back to you with our more queries and suggestions via chat. Hope to build an enduring business relationship with you.
Warm Regards,
Motahar