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Features overview

Take your business to new heights by gaining customer loyalty and improving customer experience with Call4web’s world-class cloud solution for call center.

Maximize customer reach with Cloud contact center voice services

With Cloud4web cloud contact center’s smart and effective call center, now transform calls into customer engagement opportunities and maximize customer reach with top-notch voice services.

Auto Dialer

Get access to three types of dialer methods – Progressive Dialer, Preview Dialer, Predictive Dialer for improved and increased connect rates. Not only does it help the organization to preview the contacts, but it can improve the efficiency of the agents with the help of predictive dialling with cloud-based contact management.

Web-RTC

With software enable real-time voice, text, and video communications capabilities between agent browser and call server without worrying about compatibility and support for the call, video, or chat-based platforms. With Call4web’s Web-RTC features, transfer data in real-time with the customer support team without the need of special software for browser integration.

On-call Options

Improve the efficiency of the live agents and offer a quality response to every customer on the call with features such as hold, mute, transfer, and conference calls. Give a simplified and seamless customer experience across various channels with cloud contact center software that empowers personalized customer experience.

Click-to-Call

Call4web software enables the agents to initiate the call instantly with a single click of a button or tap on the website or mobile app and eliminate the need for the manual dial. Nullify the chances of any error and save the live agent’s time by preventing the re-dialing of a contact multiple times.

Call Disposition

Effortlessly cascade the information and details of every call to the entire team with cloud contact center configure call disposition options. Keep track of the call records of the important customers and easily understand the outcome of the calls in just a matter of a few seconds without digging through the customer’s contact history.

Resolve the complaint faster with cloud contact center intelligent routing capabilities

Connect the callers to the right agents with the help of smart routing capabilities of the cloud contact center to resolve their issues as soon as possible.

Number Masking

Win customers’ trust by maintaining their data privacy and preventing any misuse of their personal information with the help of cloud contact center software’s number masking feature. With Call4web smart and effective cloud-based contact center solutions, encrypt the customer’s and vendor’s number for secure and upgraded business communication.

Automatic Call Distributor

With Call4web ,now easily connect the callers to the skilled agent for a better customer experience. Along with seamless call handling, automatic call distributor ensures that each caller gets a unique experience by outing their calls to the right agent.

Skill-Based Routing

Deliver a more personalized customer experience by directing the customer calls to specific agents based on parameters such as the agent who interacted with the caller within a custom time, availability, and skill. On the basis of the priority of calls, an agent’s skills, and the date/time order of calls, ensure that the incoming calls are routed to the right agent every time.

Interactive Voice Response (IVR)

Greet your customers with a professional interactive voice response system to automate your business communication experiences. Be it for payment or asking for an agent’s assistance, with cloud contact center software’s smart IVR system allow the customers with the option to help themselves without actually interacting with a live agent.

Forward to Phone

With contact center solution smart forward-to-phone feature, forward calls to mobile phones or landlines and enable your team to always remain connected and available for customers, even when working remotely. Forward phone calls from anywhere in the world at any time to a cell phone, landline, or even to a computer to provide a better customer experience and flexible workspace to your team.

Equip the agents with the right tools

Equip agents to handle all types of customer queries and calls with the best tools on a cloud-based contact center.

Lead Prioritization

With cloud contact center software; based on various parameters, sort and filter the customer data to attend the urgent queries first.

Knowledge Base

Equip the agents with the bank of information that can be used to resolve the queries quickly and satisfactorily for improved customer satisfaction levels.

Single View of Customer

Equip the agents with all the required information and customer interaction details at their fingertips to make a well-informed decision for handling the queries efficiently.

CRM Integration with various connectors

Seamlessly integrate Call4web’s cloud contact center software with your business tool to ensure that all customer data is available in one interface.

Zoho

Integrate Call4web cloud contact center with Zoho to build a strong connection with the customers by allowing the agents to have access to all the relevant details.

Sugar CRM

Get all the relevant information and details of the customers at a single interface with Sugar CRM to ensure a delightful customer experience.

Zendesk

Equip the agents with updated information and allow them to quickly search for a customer service request by integrating with Zendesk.

Freshdesk

Synchronize Call4web cloud-based contact center software with Freshdesk to deliver a seamless and exceptional customer experience by equipping agents with all the right tools.

Report, monitor, and manage easily with cloud-based contact center solutions

Easily assess the relevant contact center metrics to optimize strategies and rules to make much more informed decisions with Call4web cloud-based contact center solutions.

Peak-hour Control

No matter what the time is, with the unique peak-hour control feature of the Call4web cloud contact center, ensure that agents are available and ready to take calls even during the rush hours.

Voice Logger

Record all conversations and keep a report of all the inbound and outbound interactions between agents and customers to use for compliance, training, and improvement with the cloud-based contact center.

Supervisor Dashboard

Monitor the performance of your team and agents using various metrics such as Schedule Adherence, Average Handle Time, First Call Resolution rate to work on any potholes.

Real-Time Monitoring

Make quicker and data-driven decisions by allowing managers and supervisors to monitor real-time conversations between customers and agents and provide a better customer experience.

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