Prepare your Call Center for the new Customer Service challenges

OneContact CC is a 360º contact center management platform, designed to respond to the challenges of companies operating in this industry. It allows you to manage, in a single interface, multiple communication channels: voice, video, e-mail, instant messaging and social media, providing a contextualized and personalized customer experience in all touch points. OneContact CC includes features such as: inbound, outbound, IVR, recording, intelligent routing, quality monitoring, e-Learning, gamification, and real-time reporting, that guarantee the call center efficiency. This solution is available in "on premises" or "cloud" models, according to the needs of your organization.

 

“OneContact is a suite with a strong focus on integrating contact center capabilities with workforce optimization, gamification and back-office PBX requirements”.

Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide
Transform your Call Center into a real Next Generation Customer Engagement Center
  • Reduce operating costs;
  • Increase the staff motivation and productivity;
  • Real-time monitoring of your operations;
  • Improve customer satisfaction;
  • Achieve business goals;
  • Provide a consistent contact experience (multi and omnichannel);
Agent Application

Optimize agents` time. Manage multiple interactions in a single interface, with access to customer´ history. Accessible anywhere through a web browser.

Multichannel

Meet the customer’ expectations. Offer multiple communication channels: voice, video, e-mail, chat and social networks.

IVR

Improve the service quality and reduce waiting queues. Self-service menu with several available options for the customers to choose according to their needs, available 24/7.

Inbound

Increase efficiency. Receive interactions and distribute them according to predefined rules, to the available agents.

Outbound

Increase productivity, perform more interactions in the shortest time. Choose the appropriate dialling strategy according to your needs (Preview, Power, and Predictive).

Recording

Save all the call center interactions. Integrated recording of audio communications and agent´ screen (email, chat, social networking, scripts).

Intelligent Routing

Improve the customer´ experience. Distribute interactions automatically and intelligently by the qualified agents. Use the Plugin Microsoft Visio to easily change or add more options in the IVR.

Monitoring

Analyse and get a complete view of your business, with data in real-time and information on various indicators.

Quality control

Analyse agent´s behaviour, identify improvements and evaluate their skills.

CRM Integration

Customize and improve the communication with your clients. Unified view of the profile data and interaction history, in a single interface.

e-Learning

Enhance the agents´ skills. Provide an interactive training course according to their needs (during or after work) and measure their performance.

Gamification

Increase motivation and staff retention rate. Improve KPIs through game dynamics.

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