Login to your Kapture account and see your contact centnre management information right on your dashboard. Get the full list of all answered/unanswered calls on our unified dashboard. View how many calls took place in a day, check who are the currently available agents, the types of calls operated (inbound/outbound) and other data that is important to you.
Give your consumers a more native experience by integrating with existing apps. Kapture’s easy-to-integrate APIs let you embed any firmware to make your experience better. Cloud Telephony offers proper call integration that will take cloud call centre management to another level. Your call agents will have all the options to place online calls to any customer directly from the CRM.
Easily create a customized call flow for your customers using the call center CRM software. You can also set an interactive voice response (IVR) or a non-availability message that your customers will hear in case your caller tries to reach you during your offline hours.
Kapture’s quality management helps you record and review all your agents’ performances. Record and monitor all the calls your agents take and listen to all flagged conversations. Any feedback will only help them perform better.
Using the contact center management system, configure call routing settings and automatically assign agents to make sure that no call ever goes unanswered. Set agents times, assign shifts to ensure that agents are available round the clock to be there when a consumer calls.
Get detailed analytics to assess your call team’s performances on a single screen based on tickets generated from multiple sources. Necessary info metrics will allow you to analyze what is the more frequently used call channel – inbound or outbound. After estimating said usage, you can narrow in on how to perform better on that channel.
Define your call tickets under three categories – High, Medium and Low and offer resolution based on priority to delight your consumers. Everybody loves quick responses. Set resolve and resolution time for high priority tickets, medium priority tickets and low priority tickets without any hassles using call centre management tools.
Understand your team’s performance through regular reports and analyze data quickly. With in-depth analysis, you can benchmark trends and pinpoint areas that require more attention. Track real-time data through Kapture’s custom dashboard and take immediate actions.
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