Interactive routing, call routing, and ACD

EliteCTI Contact centers handle interactions across multiple contact channels. the Ideal Cloud Contact Center smartly routes customer calls to agents. Before agents engage with customers “screen pops” put information at their fingertips that they need to better understand the context of the interaction and deliver a personalized experience and to make sure they are always directed to the right department, agent or group of agents and receive relevant information through customized messages.

Advanced Callback feature

If there are any unanswered phone calls, EliteCTI can automatically call your customers back. A missed call from a customer is registered in the system, which will later dial the customer’s number until the agent and the customer are successfully connected.

EliteCTI Callback feature for call center software significantly reduces call abandonment rates and boosts customer satisfaction. If you give your customers the ability to opt-out of your queue and be called back later instead, they will love you even more because you value their time.

Give your customers a chance to reach you without lengthy waiting..

Real-time Customer Incoming Call Popup, as a tool for customer support

Your agents can see all Customer Record Current & History pulled from your CRM or ERP displayed on incoming/outgoing call popup. During the phone call, they can instantly look at the client’s history of interactions,quotes, orders, invoices, helpdesk ticket, chat or notes. This allows them to deliver top-notch customer service.

The customer’s name and phone number are displayed immediately as the call comes in. Even before the phone is picked up, your agents can look at the customer’s real-time customer record and see all past interactions with your company – history of calls,interactions,quotes, orders, invoices, helpdesk ticket, chat or notes.

EliteCTI Preview Dialer

With this type of dialer, the agent can check information about the contact before dialing.This is useful if the issue requires some degree of preparation for performing the call. For instance, if the agent is calling about an issue in a booking reservation, it will be useful to check the client’s history before dialing.

This dialer can work in two ways:

1. The agent previews the information for a pre-determined period and the dialer automatically dials after the time ends;
2. The agents previews the information for an undetermined period of time and chooses when to dial.

EliteCTI Power Dialer

This dialer works by connecting agents only to calls that are answered by Customers. A EliteCTI Power Dialer dials a number quickly after a call is finished. When a number is unattended, busy or disconnected by customer, the EliteCTI power dialer quickly moves to the next one. Unwanted calls are not delivered to any in house agents, so there’s no time wasted on busy signals, invalid numbers, disconnected lines, or voicemail answers.

If the EliteCTI power dialer is integrated with CRM or ERP Sales Module, the customer complete information & history will be displayed to the agent screen.

EliteCTI Predictive Dialer

Automated dialing system that predict agent availability and adjusts the dialing flow rate accordingly. Predictive dialers predict the average time it takes for calls to be answered and crosses that information with the number of agents. Intelligent algorithms predict how many dials should be done. It’s also called fast flowing Dialer.

Dialing behavior feeds on statistics and dials more calls than the number of agents. Knowing that a certain proportion of calls won’t be valid, predictive dialers calculate the right number of dials to have every agent on the line with shorter breaks between calls. For instance, if the call center’s data show that an average call typically lasts 60 seconds, a predictive dialer might start dialing at 50 seconds. Dialing behavior is customizable to business needs. 

Survey IVR Campaign

Survey IVR Campaign ( Auto Dialer ) takes list of records and call automatically as per pre define rules and and play pre recorded voice message to end callers and takes their responses.This auto dialer use for mass calling and play voice greetings or messages to end customers and collects their feed backs

Interactive IVR Campaign

Interactive IVR Campaign ( Auto Dialer ) takes list of records and call automatically as per pre define rules and and play pre recorded voice message to end callers and also transfer call to agents if and caller want to talk with support or marketing agents.This auto dialer use for mass calling and play voice greetings or messages to end customers and connect agent to customers based on customers response.