Contact Center Solutions

Workforce and Quality Management

Our Workforce and Quality management tools enable your organization to optimize and improve your agent productivity.

Forecasting and Scheduling
Adherence tracking
Realtime coaching and barging
Calls and agent screen recording
Quality Evaluations and Assessment
CSAT Surveys
Gamifications

Inbound Voice Routing

Route voice calls to the desired agent using below features offered by TopCloudCX solutions.

Skill Based and SLA routing
Bulls eye routing.
Wrap-up codes, Canned responses
Personalized agent greetings
CRM Integrations

Outbound Voice Routing

Automate how you reach out to you customers using the following features offered by TopCloudCX solutions.

Preview Dialing mode
Progressive Dialing mode
Power Dialing
Predictive Dialing
Voice and Digital Campaigns

Interactive Voice Response(IVR)

We provide world class IVR(Interactive Voice Responses). Below are some of capabilities offered by TopCloudCX solutions.

Voice Biometrics Technology
Dynamic Auto-attendant
Emergency Bulletins
IVR Self service
User friendly i.e. drag and drop design tools

Digital Channels Routing

We provide omni-channel contact centers with added capabilities on top of traditional voice routing enabling the agent to have a 360 degrees view of the customer across various channels.

Email
Web chat
SMS
WhatsApp
Facebook Messenger
Twitter Direct Messages
Instagram Direct Messaging

AI and Analytics

We leverage on the power of AI(Artificial Intelligence) to improve the customer experience by providing the following services. Our solutions also offer reporting and analytics tools to help in monitoring Contact Center Performance and decision making.

AI Powered Voice and Chat Bots
Amazon Lex integrations
Google Dialog flow Integration
Predictive Routing
Queues and agents reporting
Realtime and historical reporting
Reporting & Dashboards