Technology

We have the expertise and technology to support
you in delivering excellent customer service!

Our advanced technology allows Contact Centres to answer calls as they enter the Contact Centre, play some Welcome Message and intelligently route them to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, Agent Selection Algorithm or customized business rules. Inbound Agents can participate simultaneously in Outbound dialing to provide blended support. We also provide Call Recording facilities that help in maintaining quality standards across the organization.

Key Features

  • Universal Inbound/ Universal Queue
  • Unified Customer Contact History
  • Real Time & Flexible Historic Reporting
  • Passive & On-Demand Call Recording
  • Call Monitoring
  • Managerial Dashboard
  • Call Barge-In
  • Call Transfer
  • Skill Based Routing
  • IVR Call Routing
  • DNIS Routing
  • Disposition Administration

Interactive Voice Response (IVR)

Automated Interactive Voice Response will help the callers to choose the service they are looking for, including language selection option while being guided through various pre-recorded voice prompts. We provide a thorough, cost-effective IVR voice recording service for call centres and organisations looking to improve contact centre efficiency and customer experience.

CRM Integration

Enabling effective conversations with integrated CRM communications. Depending on the requirement, CRM can be customizable and can be integrated with the call center. Third party CRM’s like sales force etc can be integrated. At Acento, we boost your productivity and sales by streamlining your communications through advanced telephony, SMS and instant messaging features.

Call Recording

Call recording of all voice calls can be maintained and saved in an in-house server in a highly compressed format without sacrificing quality. This facility allows you to live monitor your agents, search calls, listen to recordings, enable easier conflict resolution and conduct quality control for specific recordings.