Call Center

Below are the main components and features found in Hipocti call center solutions

Automatic Call Distribution (ACD) – Automatically routes incoming calls to the most appropriate agent or department based on predefined criteria such as skill set, language preference or caller history
Interactive Voice Response (IVR) – An automated system that interacts with callers, collects information and routes calls to the appropriate agent or provides self-service options
Computerized Telephony Integration (CTI) – Combines telephone and computer systems to provide features such as pop-up screen windows with caller information, click-to-dial functionality, and call logging
Call recording and monitoring – Records calls for quality assurance, training purposes and compliance with regulations. Monitoring capabilities allow supervisors to listen to conversations in real time or review recordings
All-channel support – Enables handling interactions with customers in various channels such as voice, e-mail, chat, SMS and social media
CRM Integration – Integrates with customer relationship management (CRM) software to provide agents with access to customer information, history and preferences, enabling personalized interactions with customers
Reporting and Analysis – Provides insights into call center performance metrics such as call volume, average handling time, agent productivity, customer satisfaction scores and more. Reports help identify trends, optimize resources and make informed decisions

Choosing the right solution for your call center depends on factors such as call center size, budget, specific industry requirements and desired features to improve customer experience and operational efficiency. Hipocti offers advice on choosing the customized solutions for your unique needs and workflows to maximize the benefits of the call center activity in your organization