CALLIA CONTACT – FOR CONTACT CENTERS AND CALL CENTERS

The contact or call center solution enables advanced control and processing of incoming and outgoing calls. It is most commonly used for telemarketing, telephone customer support and telephone surveys.

The system supports adding a list of phone numbers, different call scheduling strategies, different greeting messages and music on hold depending on the time of the call or the state of the user. Agents monitor and record user information that is stored and later displayed in reports.

The call center solution supports working in the cloud and enables the connection of remote and mobile agents.

The contact center system enables monitoring and managing the work of agents, statistics and control of call costs.

The main functions of the CALLIA CONTACT solution for contact centers are:

  • Management of incoming and outgoing calls

  • Automatic, smart dialer

  • Call recording

  • Call lists

  • Creation of forms for agents

  • Advanced agent performance and statistics

  • Agent training

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SIMPLE AND QUICK IMPLEMENTATION AND USE

Premium support

Business solutions require top-notch support that ensures that your every inquiry or request is handled in a short time and in communication with a person who can adequately assist you. Each of our clients is also our partner.

Adaptation to your requirements

Adaptation to your business and optimization of sales, support and collaboration processes reduce the possibility of error and increase productivity and client satisfaction while monitoring the entire business.

Easy to use

Business applications must be fast, transparent and easy to use. A clear and customized interface and automation simplify work and reduce the possibility of error, and reminders of open tasks increase the quality of service and sales.

Fast implementation

Our solutions contain all the necessary elements for business and are easily adapted to your requirements. All the main channels of communication are supported, such as phone, e-mail, SMS, Viber and WhatsApp services and social networks.

EXAMPLES OF USE

TELESALES

Lists of telephone numbers are entered into the system. The calling module allocates numbers to agents and adapts to the agent based on campaign parameters and agent call tracking.

Agent monitoring provides insight into the parameters of the calls made and enables the modification of the campaign parameters.

Scripts and sales fields can be dynamically changed depending on the selected service or some other field.

At the end of the campaign, it is possible to review the reports and use the obtained data for better optimization of the following campaigns.

TELEPHONE POLLS

For each survey, scripts and fields with questions and desired answers or fields to fill in are entered. Surveys can use a manual or automatic dialer, depending on the need.

Agents can be automatically selected depending on the skill.

The system can display different fields and scripts depending on, for example, response types, age, gender or some other parameter.

The system guides agents through the survey process and fills out reports that can then be viewed and pulled from the system for further processing.

PHONE SUPPORT

The system supports user greeting messages, interactive originals and music on hold that change depending on call time, caller status and other call parameters.

Calls are assigned automatically, and depending on settings, the agent is shown information about the caller a few seconds before answering. Customer data informs the agent about current and previous customer calls.

Agents record user data and save it for further analysis. After each call, agents have a certain amount of time to complete call processing, which is recorded and displayed in the agent’s statistics.

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BUSINESS MODULES OF CALLIA CONTACT SOLUTIONS

  • CAMPAIGNS

    CONTACTS AND FORMS

    Campaigns are a central part of any call or contact center solution. CALLIA CONNECT supports the creation of custom forms with different types of fields.

    Supported fields are text, number, date, variable with the insertion of contact information… Each company can have different forms with fields and scripts.

  • DIALER

    MANUAL AND AUTOMATIC

    Each campaign can have a smart manual or automatic dialer. The dialer automatically adapts to the operating conditions and the number of available agents.

    It is also possible to further customize the dialer and use the skills of the agents.

    DIALER

  • BLACKLISTS

    HAKOM DO NOT CALL DATABASE

    CALLIA CONTACT supports the creation of blacklists and the automatic use of the do not call database.

    Lists can be added to desired campaigns, and the do not call list is automatically updated daily.

  • COMMUNICATION

    CALLS, SMS, SOCIAL NETWORKS, WEB CHAT...

    All important communication channels are supported: telephone, e-mail, sms, web chat, chat applications and social networks.

    Listen to recordings of conversations or descriptions of calls and read all text messages and notifications in one place and then as they happened.

    COMMUNICATION

  • BREAKS

    MULTIPLE BREAKS WITH LIMITS AND NOTIFICATIONS

    It is possible to create breaks that have a maximum daily duration and a maximum number of breaks.

  • STATISTICS

    BY SUCCESS, CAMPAIGN, AGENT...

    Advanced statistics provide insight into the work of agents and the success of the campaign. The statistics also show the time spent and can be filtered by several different parameters.

    STATISTICS

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OUR CLIENTS