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Contact Center solution integrate customer service interactions with centralized business processes across a range of communication channels to meet key business objectives, by providing quick consistent access to the right information at the right time.

Contact Center solutions provide an open, strategic platform that can help you move beyond simple phone transactions and the traditional contact center to a new level of technology that helps you develop a flexible, strategic roadmap designed to meet your current and future business needs.

Features of Contact Center Solution

  • Different modes of access based on the level of staff like supervisor, agent
  • Advanced Call distribution methods
  • Realtime View
  • Customizable Dashboard
  • Barg-in/ Whisper/ Mentor features
  • Whitelist/ Blacklist
  • Scripts
  • Multi-level IVR support
  • Skill-based work assignment
  • CDR reports
  • Auto Redial/ Callback
  • Voice monitoring/ Call recording

Key Modules of the Contact Center Solution

  • Role-based user accounts
  • Data imports
  • Campaigns
  • Wrap-up time
  • Agents and workgroups
  • Skills-driven routing
  • Dialing systems
  • Service requests and calls overflow
  • Priorities
  • Dispositions
  • Activity schedules
  • Waiting messages