Inbound Call Centre

Deliver exceptional customer service using the sophisticated routing capability of the OpsCentral Inbound Cloud Call Centre software. Our next-generation systems route calls to the right agents at the right time and automatically screen pop the customer’s information on agents’ desktops for productivity. Customers can perform routine functions through intelligent IVR flow, freeing up agents to focus their attention on higher-value interactions. OpsCentral’s CTI screen pops give agents the information they require to personalize the customer’s experience, potentially turning routine service calls into revenue-generating opportunities.

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact centre. ACD software is typically used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate agent to handle each call.

OpsCentral offers Universal Queue, an omni-channel solution to ACD that expands the scope of the technology beyond simple voice calls to cover contacts across all channels — chat, web, email, social media and mobile.

Because OpsCentral is in the cloud, your contact centre will not be constrained by physical boundaries. Whether you have one contact centre, multi-site contact centre operations, or distributed at-home agents, the OpsCentral ACD system finds the best available agents wherever they may be located.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) technology is a phone-based customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR is often used for such purposes as checking an account balance, making a request, or resetting a password. One of the pitfalls of IVR is that it can confuse customers or it has too many layers such that the calls get abandoned. However, with OpsCentral, it is easy to design an intuitive self-service system that utilizes OpsCentral’s advanced process methodology, helping your customers solve problems faster, freeing up time for your agents to focus on higher value interactions, and boosting your customer satisfaction experiences.

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI), allows contact centre agents to access customer profiles and manage customer data during support or sales calls. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information from the CRM for the agent to reference and edit. The result is higher efficiency and more effective customer experience interactions. CTI is an integral part of our cloud contact centre solution. It provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the agent desktop or integrated CRM interface.

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