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Contact Center Management

Efficiently manage a high-performance Contact center through Kapture’s Contact Center Management. Accurately manage, assign, and monitor agents’ performance by tracking key metrics. Increase your team members’ productivity and help them create quality interactions with the customers.

  • Custom Dashboard
  • Manage Customer and Agent’s Interaction
  • Cloud Telephony Integration
  • Dispose Tickets in One Go
  • Configure Multilevel IVR
  • Agent & Call Monitoring
  • Shift Management
  • Measure SLA's with Ease
  • Report Metrics
  • Inbound & Outbound Call Management
  • Case Study
  • Pricing

Custom Dashboard

Login to your Kapture account and see your contact center management info right on your dashboard. Keep the track of all the answered/unanswered calls all from Kapture’s unified dashboard. View how many calls took place within a day, currently available agents, types of calls (inbound/outbound), and other info that is important to you.

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Manage Customer and Agent’s Interaction

Upload unlimited articles and FAQ’s. Peer to peer collaboration and content pooling based on learnings allow you to refine the Knowledge Base. Flag off any unwanted content, publish articles, and training material. Have an approval matrix configured to control the content repository.

Cloud Telephony Integration

Kapture eliminates the hassle of logging into your accounts twice. Integrate your 3rd party service with us and login to Kapture, and you will be automatically logged into your other account.

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Dispose Tickets in One Go

Dispose your generated call tickets from Kapture account and your 3rd party account within one go. Kapture automatically pushes all the data to your integrated account which disposes the generated query from both ends.

Configure Multilevel IVR

Set interactive voice response (IVR) and create a customized call flow for your customers. Configure different key press and give your consumers options to browse. Set waiting time and hold music for your consumers. You can also set a non-availability message that can be played once someone reaches the maximum hold time.

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Agent & Call Monitoring

Kapture’s quality management helps you capture and review all your agents’ performances. Record and monitor all the calls your agents take and listen to all the important conversations. Provide helpful feedback and organize training sessions for agents’ better customer interactions.

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Shift Management

Configure call routing settings and automatically assign agents to ensure that no call is unanswered. Set agents times, assign agents shits to ensure that agents are available when a consumer calls.

Measure SLA's with Ease

Define your High, Medium, and Low priority call tickets resolution time and delight your consumers with quick response. Set resolve and resolution time for high priority tickets, medium priority tickets, and low priority tickets without any hassle.

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Report Metrics

Understand your team’s performance through regular reports and analyze the 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.

Inbound & Outbound Call Management

Handle all your inbound and outbound calls with Kapture’s inbound and outbound routing capabilities. Whether inbound or outbound or both, Kapture’s contact center management offer awesome routing capabilities for inbound calls and allows agents to do large outbound calls quickly.

Case Study

  • Backend Integration to Fetch Real-time Queries
  • Automated SMS Integration
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