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Call Center Solution

Next Generation Technology for Your Blended Contact Center

CSG Techonologies enables seamless connectivity with verity of options

CSG Techonologies Contact Center Solutions help businesses meet and exceeds the service level expectations of their customers, while driving employee productivity and controlling operational costs. Whether you have a large contact center with multiple sites or are simply looking for a more efficient way of sharing calls amongst a team, CSG Technologies has the solutions you need to manage and grow your business.
First Call Resolution

Route calls to the most appropriately skilled agent based on a variety of criteria, including customer identity or information collected by interactive voice response (IVR).

Spot Call Trends

Understand what is happening with calls and spot trends over time to ensure efficient operations.

Build an Effective Team

Equip the team tasked with managing calls with the tools they need to deliver efficient and effective service to their customers.

Comprehensive Reporting

Route calls to the most appropriately skilled agent based on a variety of criteria, including customer identity or information collected by interactive voice response (IVR).

Fit and Scale

Next Generation Technology for your Inbound/ Outbound/ Blended Contact Center CSG Techonologies presents a versatile platform for Inbound/ Outbound/ Blended Call Center. CSG Techonologies can be used for domestic (Analog/ ISDN trunk lines) and international (Using VoIP trunks) call centers. CSG Techonologies redefines the way a traditional call center works with the effective use of VoIP technology. Users get all the feature of advance call center and much more for a much lower price than traditional call centers. With completely web based management you can operate your call center from anywhere from the world. Reports can be customized to any extent to exactly sute your process. Users get all the feature of advance Call Center Solutions and much more for a much lower price than traditional call centers. With completely web based management you can operate your call center from anywhere from the world. Reports can be customized to any extent to exactly Call Center Software suite your process.

Setup Features
  • Modular Solution CSG Techonologies is a modular solution consist of Switching, Application and Database servers are on single server or multiple servers, based on load requirements.
  • Integrated CTI Server Inbuilt features, agent screen pop-up’s based on caller ID received and IVRS interaction of caller.
  • Preview Dialing Feature providing Auto dialing from screen as per requirement by user. This features facilitates agent to view the details of number to be dialed.
  • Predictive Dialing is based on pacing ratio.
  • ACD (Automatic Call Distributor) is an integrated module provid-ing state-of-the-art inbound call routing capabilities to multiple agents based on business rules.
  • Integrated Voice Logger Application server has inbuilt voice logging. All the incoming and outgoing calls are rec-orded. Applicable per setup.
  • Scalability Solution can be scaled from 5 seats to 1000+ seats by using multiple servers.
  • Disposition management Disposition management feature provides the ability to set and assign various disposi-tions as per business requirement.
  • Reporting feature allowing access to various reports generated by system.
  • Multiple Processes Feature allowing multiple processes within same server. Outbound Campaigns, Inbound pro-cess or blended. All can exist together.
  • SMS and Email configuration is easier to define multiple templates and link those templates to particular disposition. Closing the call with that disposition will send the SMS to Customer Primary Number and email will send to the E-Mail ID available in the CRM fields. Sending Manual SMS Sending SMS manually from CRM is also possible - Manual SMS option at process level can enable this feature for agents.
  • Channel Restriction Channel Restriction is available at Process Level in Predictive Mode, we can define number of channels per process. System will allow only that number of channels to dial the number for that process irrespec-tive of total available channels.
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