Technology

Outbound call management & predictive dialing - Predictive dialing is a great accelerator in increasing the productivity and uses a complex algorithm to ease out the workflow of the calling center. Apart from automating the dialing process, it saves large amount of time and effortlessly screens out machine calls like - no answer, busy, out of order and other messages. The strong outbound dialing functionality of Concerto incorporates predictive, power and preview dialing modes.

Soft Phone - In this system the call control is from the agent desktop and its voice is delivered through a headset to the agent.

Conferencing - This system allows up to eight part y conferences to be set up. The parties in the conference can be external callers, multiple agents or supervisors.

E-mail Management - Agents are effectively able to address customer requests due to an efficient system of automated e-mail responses, extensive knowledge base and intelligent routing facilities.

Contact Monitoring - At Unitech Cyber, every transaction/interaction is special to us. Our supervisors are empowered to silently monitor every transaction and keep a constant vigil on the agents and coach them quietly. If required, remote supervisors can swiftly engage themselves in the interaction via three party conferencing and can even trace online performance reports to take prompt corrective action.

Computer Telephony Integration (CTI) - In contrary to the common discretion that CTIs are mere screen pop-ups on agent systems that display customer information, Unitech Cyber covers a wider spectrum and co-ordinates the real time voice and database events. It has provision for real-time feedback, dynamic routing schemes, real-time reporting and workforce management.