Contact Center Solution: Streamline Customer Interactions for Exceptional Experiences
Q Contact Center
Beyond omnichannel communications
Elevate your contact center operations with:
- Unified Communication: Manage SMS, telephony, email, and social media from one platform.
- Smart IVR: Automate call routing and support with advanced IVR.
- Compliance & Security: Ensure PCI DSS compliance and data protection.
- Customer Interaction: Manage multi-channel customer engagement.
- Performance Tracking: Analyze performance with advanced reporting tools.
- Multilanguage Support: Offer support in multiple languages.
- Integration: Connect with your website and mobile apps.
- Deployment Flexibility: Choose remote or on-premise deployment.
Modules
Qalqul Contact Center Desk unifies and streamlines all organizational communication channels through four essential desks.
Inbox Desk
This allows your team to manage conversations from social media, email, SMS, chatbots, and more, all in one place.
Sales Desk
The Sales Module of Qalqul Engine centralizes and automates sales activities by integrating with social media, telephony, SMS, email, chatbots, websites, and mobile apps.
Help Desk
The Help Desk Module centralizes support with integrated ticket management and a knowledge base, connecting with all communication channels. It streamlines and automates support processes for better efficiency.
Social Media Desk
The Social Media Desk of Qalqul Engine unifies social media, telephony, SMS, email, chatbots, websites, and mobile apps to centralize sales, streamline communication, and automate processes.
Predictive dialer . Phone DialerÂ
Optimize your outbound calling efforts with the Predictive Dialer, designed to enhance telephony efficiency by predicting the best times to make calls and automating dialing processes.
Profile Desk
Comprehensive Overview : Aggregates all customer profiles and histories.
Improved Engagement: Provides insights for personalized interactions.
Automation Desk
The Automation Module of Qalqul Engine optimizes efficiency by automating tasks across all channels, streamlining workflows, and enhancing productivity.
Knowledge Base Desk
Centralized Information: Access a unified repository of information.
Quick Resolution: Enables faster query resolution and support.
Connected Channels
This integration allows you to manage all inquiries and support requests from a single, unified platform,
with management capabilities for both remote and on-site staff.Â
Enabling companies to succeed
With our advanced technology and comprehensive features, we enable businesses to build strong and lasting relationships with their customers. By leveraging the power of our Contact Center solution, companies can optimize their customer service operations, drive growth, and deliver exceptional experiences that set them apart from the competition.Â
Operational Functions
The operational functions of Qalqul Contact Center Desk include team management, scheduling and editing of posts, social media monitoring for brand mentions, automated responses, and customizable dashboards for an overview of interactions and performance.Â
Inbound Voice
Efficient incoming call management
Outbound Voice
Proactive outbound calling capabilities
Live Chat
Real-time customer support messaging​
Social Interactions
Engage with customers on social media
Unified Agent Inbox
Centralized inbox for agent efficiency
Conversational AI
AI-powered automated conversations
Omnichannel Routing
Seamless communication across channels
Intelligent IVR
Efficient automated phone system with intelligent routing
Inbound Voice
Our Inbound Voice feature allows you to efficiently handle incoming customer calls.
With intelligent call routing, you can ensure that calls are directed to the most appropriate agents, based on skills, availability, or other criteria.
This feature enables personalized customer experiences, as agents have access to relevant customer information and previous interactions, enabling them to provide prompt and tailored assistance.Â
Outbound Voice
Reach out to your customers proactively with our Outbound Voice feature.
This feature empowers you to initiate outbound calls for various purposes, such as sales campaigns, appointment reminders, or surveys.
By leveraging automated dialing and call scripting capabilities, you can efficiently connect with customers and deliver personalized messages.Â
Live Chat
Enhance real-time communication and support with our Live Chat feature. By integrating live chat functionality into your website or mobile app, you can engage with customers instantly and provide immediate assistance. This feature allows your agents to handle multiple chat conversations simultaneously, ensuring efficient response times.Â
Unified Agent Inbox
Simplify agent workflows and boost productivity with our Unified Agent Inbox.
This feature consolidates customer inquiries from various channels, such as voice, chat, email, and social media, into a single interface.
Agents can access and respond to messages efficiently, without the need to switch between multiple applications or platforms.
The Unified Agent Inbox provides a comprehensive view of customer interactions, enabling agents to deliver personalized and consistent support.Â
Conversational AI
Leverage the power of Conversational AI with our advanced chatbot and virtual assistant capabilities.
Our Conversational AI feature enables you to automate customer interactions and provide instant responses to common queries.
By utilizing natural language processing and machine learning, our AI-powered chatbots can understand customer intent, offer personalized recommendations, and guide customers through self-service options.Â
Omnichannel Routing
Deliver a seamless customer experience across multiple channels with our Omnichannel Routing feature.
This feature ensures consistent interactions across voice, chat, email, and social media, allowing customers to switch channels without losing context.
By integrating and routing customer inquiries through a unified system, you can provide a cohesive and personalized experience regardless of the channel used.Â
Intelligent IVR
Intelligent IVR (Interactive Voice Response) is an advanced automated phone system that uses artificial intelligence and natural language processing to interact with callers.
It intelligently routes calls based on customer preferences, past interactions, and available resources.
With personalized menus and options, it enhances customer self-service and improves overall call handling efficiency.
Operations functions
Q Contact Center Operations functions
Agent Management :
– User account creation and management for contact center agents
– Permission settings and role assignments specific to contact center tasks
– Collaboration tools for efficient communication within the contact center team
Quality Assurance :
Implementing quality monitoring for agent interactions
Providing feedback and coaching to agents for improvement
Performance analytics for quality assessment
Multi-Channel Interaction Handling :
– Management of customer interactions across various channels
(voice, video, chat, email, social media)
– Unified interface for handling multi-channel interactions
– Integration with CRM systems for a comprehensive customer view
Customer Feedback Management :
Collecting and analyzing customer feedback on contact center interactions
Implementing improvements based on customer feedback
Feedback integration with performance metrics
Real-time Monitoring and Reporting:
– Real-time monitoring of agent performance and queue status
– Analytics and reporting on key contact center metrics
– Customizable dashboards for real-time insights
Multi-Channel Analytics :
Analyzing customer interactions across various channels
Identifying trends and patterns in customer behavior
Analytics for optimizing channel-specific strategies
Unified Customer Profiles :
Centralized view of customer information across all channels
Customer history and interaction tracking
Integration with CRM and other systems for a holistic customer profile
Service Level Agreement (SLA) Management :
Setting and monitoring SLAs for response and resolution times
Automated alerts and notifications for approaching SLA deadlines
SLA analytics and reporting for continuous improvement
Agile/Kanban/Scrum Support
Virtual agent AVATAR
Knowledge Base Integration :
Integration with a knowledge base for quick access to information
Providing agents with relevant resources during customer interactions
Continuous updating and maintenance of the knowledge base
Knowledge Base Management :
Managing and updating the help desk’s knowledge base
Providing self-service options for customers through the knowledge base
Integration with ticketing system for efficient issue resolution
Automated Workflows :
Designing and implementing automated workflows for common scenarios
Streamlining repetitive tasks through automation
Workflow analytics for optimization
Social Interactions
Connect with your customers on popular social media platforms using our Social Interactions feature.
Monitor and respond to customer messages, comments, and mentions across various social media channels from a centralized platform.
This feature enables you to actively engage with your audience, address customer concerns, and manage your online reputation effectively.