Your Business Calls Management Solution : Powered by Swatel LTD
Enhance Your customer service delivery through Zuridesk Call centre solution
Whether you need your customer service team to Work-from-Home or a complete solution that enables your business handle concurrent inbound and outbound calls from a single phone number,Zuridesk provides you with the platform to realise your business calls handling goals.
About Zuridesk
Zuridesk Business Calls management solution(BCMS) enables your business to deliver outstanding customer service by means of voice interactions with your customers. Through this solution, your business is able to seamlessly interact with your customers on a 24/7 basis as well as have access to real time and historical call analytics reports while engaging your customers via voice calls.
Zuridesk BCMS Main features
Concurrent Inbound and Outbound Calls
Our solution enables your business to process and handle multiple callers simultaneously for both incoming and outgoing calls.
Interactive Voice Response(IVR)
We enable your business customers will be able to navigate through pre-recorded menus and voice-overs of your business products and services. This saves the customer time of waiting for information that should be easily at their finger tips.
Automatic call Distribution(ACD)
ACD is the process of connecting a received call to an appropriate business representative with sufficient skill to assist the caller
Call Monitoring
Our BCMS incorporates call monitoring features such as: Listening to active on-going calls, Whispering instructions or Tips to Business representatives while on call, and Call Barging
Calls Recording
We provide 100% percent recording of all inbound and outbound calls
Real time and Historical Statistics and Calls Reports
We Provides dashboards to view agent activities while serving the customers, , call identification features, statistics to monitor agent productivity as well as business analytics to help evaluate business performance and its effectiveness in serving its customers. Our systems also include additional functionalities for integration with screens for the call representatives to view their performance while on the Floor.
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All Administration Features with Roles required for a contact Centre
Supports creation and customization of roles such as Manager,Supervisor,Agent,Quality| Work Force Analysts, HR, R&D Teams and all administrative privileges to all its roles.
Capture Metrics for call Centre productivity
Among the metrics captures include: AHT, Service level, First call resolution, Abandoned Calls, Answered calls, Agents Adherence to work schedule, Agents productivity, Call Centre teams productivity, Hold Time, Call Procedure among others.
Coaching of Call Centre representatives
Our Zuridesk Business support analytics staff will walk with your business from onboarding to service excellence. They will also train your customer service representatives on call handling as well as assist you in calls calibration.
Why Zuridesk Solution?
- As your Business grows, you need a solution that enables you receive multiple concurrent calls from a single Msisd(phone number) which is quite a challenge with normal simcards.
- Your business needs a calls solution that your customer service team can make multiple concurrent outgoing calls from a single Msisdn(phone Number) something which is lacking in normal IP-PBX systems.
- Zuridesk enables your Customer Service Team to work and handle client calls either from the office or from Home.
- Zuridesk provides you with all business intelligence analytics derived from your business voice calls.
- Zuridesk is a wholesome and affordable solution for your business Calls and Customer Service Experience .
Features
Automatic call Distribution
Concurrent inbound, outbound
IVR
Music on Hold
Skill Based call routing
Time Based call routing
Call Queing
Language Skilling
call fowarding
Call transfer
Call Whispering
Call barging
First Call resolution
SLA
Average Handling Time
Dropped Calls
Answered Calls
Call Threshold reports
Multi-Products Calls coding
Call dispositioning
Disposition coding
Call Listening
Coaching
Calls Calibration
Calls distribution reports
Call Detail Records
Real Time statistics display
Campaigns
Hourly reports
Daily Reports
Annual reports
Calls Inbound reports
Calls Outbound reports
Wallboard Reports
Teams reports
Calls trends reports
Abandoned Caller Reports
Repeat Caller report
Contact Summarised reports
