Award Winning Cloud-Based Call Centre Solutions In Singapore
Engage your customers with a brilliant CX platform today. Customer service might be complicated, but your tools should not be. OpsCentral Voice is a virtual 'hub' that records and analyses customer conversations and delivers complete data, including specialised call centre IVR solutions in Singapore. It provides insightful data analytics that helps to optimise resources and improve service.
- Comprehensive SLA Report
- Powerful Virtual Assistance
- Real-Time Statistics
- Sentiment Analysis, Transcription & Voicebot
- Interactive Web-Based User Interface
OpsCentral Voice enhances seamless communication, enabling customers to receive the attention they deserve without being held up in the queue while connecting them to the most relevant resource at the first 'ring'.
Delight your customer with better customer engagement & experience through our enterprise call centre solutions.
OpsCentral Voice is a cloud-based contact centre solution that includes skills-based call routing, complete call centre functionalities like voice logging, IVR and more. It allows minimal set-up time and high scalability. For enterprise call centre solutions, an On-Premise version is also available.
It's about Empowerment
OpsCentral Voice is a cloud-based call centre solution that offers a complete browser-based experience without compromise. There is no special software to install and maintain.
It empowers the contact centre to administer and manage all aspects of the operation as and when required – with no downtime and no on-site engineers needed.
Get real-time statistics, updated every 5 seconds, to make critical decisions and changes. Change the IVR prompts and call flow, routing rules and agent skills on the fly – all without any downtime.
Browser-based User Interface
The OpsCentral Voice user interface (UI) is context-aware and clean, displaying what is required when required.
It is also quite familiar and straightforward to users. Therefore, user training is minimal. The usage of a web browser UI allows every agent, supervisor, user, and administrator to access all functionalities by logging in from a single URL.
With its browser-based interface, OpsCentral Voice can run anywhere. It is usually unaffected by business network constraints or update push-down installation prerequisites.
Reports
Generate reports at any time. Reports are generated in true Excel® format with formulas in cells, allowing you to run your own analysis of the data in any manner.
Campaign, Skill and VIP Routing
For businesses managing several hotlines, each hotline can be allocated to a campaign within OpsCentral Voice's cloud-based IVR system in Singapore. IVR flows can be created to intelligently route calls based on preferred language and department within a campaign.
The cloud-based IVR solution provides the flexibility to route calls to the most skilled agents using OpsCentral Voice's Routing Engine and SLA. This engine allows for the definition of SLAs and routing rules based on language and product specifications.
Additionally, OpsCentral Voice includes a built-in priority routing feature, enabling VIP customers to seamlessly bypass IVR options by entering their assigned PIN. This priority routing also allows VIP customers to skip queues, ensuring they are promptly served by the best available agent.
100% Call Recording
All calls, in and out, will be automatically recorded by OpsCentral Voice.
Recorded calls can then be searched, retrieved and played back via the browser-based user interface, with no special software needed.
Recorded calls are archived in the system for a minimal period of 3 months. Archiving services or longer storage options are also available should you require them.
Real Time Monitoring
OpsCentral Voice converts complex information and statistics pertaining to your entire contact centre operations into rich, real-time visualisations that are easy to understand and action, a feature much loved by our customers.
You will have access to statistics on campaigns, SLA breaches, rich graphical summaries, call queues, agent performance drill-downs, and after-call survey results. You can also access these on your tablets or mobile devices.
OTP Verification
OTP verification in the middle of a call - agent transfers customer to an IVR, customer gets an OTP on registered mobile phone, OTP key in the IVR when prompted, and customer gets verified and transferred back to the same agent to continue the call.
AI-powered NLP and Sentiment Analysis
Recorded calls are automatically transcribed using AI-powered Natural Language Processing (NLP) with Sentiment Analysis. Sentiment Analysis is a text classification tool to analyse emotion within a provided transcript and identify if the underlying sentiment is positive, neutral or negative.
WebRTC Softphone Integration
WebRTC softphone feature allows your agents to answer calls, make outgoing calls, transfer, on-hold, conference and hang up calls just like using a physical phone. All calls made using WebRTC are secured end-to-end.
OpsCentral Voice Features
Voice Inbound
Voice Outbound
IVR Dial
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