CONTACT CENTER

PRODUCTS & SERVICES

No.1 CALL CENTER SOFTWARE SOLUTION IN DUBAI

  • #1 multi-channel contact center in Dubai

  • Fully cloud-based call center software

  • Accessible from anywhere in the world

  • Available also for mobiles

  • Affordable prices for everyone

  • Over 5,000 customers across the globe

Call Center Solutions Dubai provides you with unique hosted call center software, incomparable with any other solution on the current market. Our system enables you to create a fully-fledged professional call center with features which are available in expensive and high-end call center systems.

 

Our goal is to allow anyone to afford high-end call center software service. You do not have to invest into purchasing expensive systems anymore, as well as you do not have to care about the maintenance, upgrades, and licenses. We do it for you!

 

Call Center Solutions Dubai Virtual Call Center Software is an add-on module for Virtual PBX. Therefore our client can use all the features and benefits of Virtual IP PBX. The solution includes web management, time conditions, call recording, call queues (ACD), welcome menu (IVR), conferences and much more.

Our cloud based call center software is designed for outbound, as well as for inbound call centers; the system allows operation of blended (outbound + inbound) call centers as well. The whole solution offers a completely localized web interface. The solution contains easy to use web console for operators and well-arranged web interface for administrators and team leaders. It also contains a sophisticated statistics module with many call center operation reports including real-time panel.

 

We will gladly set up a demo account for Cloud Contact Center Software for you. Please fill in the contact information and we will send you login details immediately.

Statistics and reports including possibility of compiling customized reports

Performance statistics are a basic instrument of modern call center software upon which the call center manager can base his/her decisions. Call Center Solutions Dubai offers a wide range of predefined statistics that can be compiled into comprehensive report meeting the individual needs of a particular user. The report can include individual performance statistics of operators, number of callers, information about waiting time (SLA) of individual queues, number of lost calls, proportional representation of call durations, individual operator’s login duration, individual operator’s time spent on breaks, operators’ productivity, as well as proportional statistics and call distribution in time, phone number availability, and many more. The reports can be further modified and there is also a possibility of displaying the report information in various periods of time, such as last 24 hours, last 3 days, last week or last month. The information in statistics chart can be sorted by any column – the particular diagram is recalculated online. Reports can be exported to MS Excel, CSV or XML and the individual statistics can be obtained via REST API programming interface, thus they can be easily integrated into another system. All the statistics are available online via web browsers.

Phone calls evaluation and reporting

  Virtual Call Center Dubai offers calls assessment module. Call center manager can create an unlimited number of call evaluation forms. There can be an unlimited number of various call evaluation forms that can have various evaluation score calculation algorithm – features suitable for evaluation of more different projects. Call evaluators can fill in the evaluation forms when live-monitoring the particular calls. Evaluation form can be filled in during real-time live monitoring from the call center real-time panel. Individual operators can compile reports from their filled-in evaluation forms; call center manager can, therefore, get a clear idea of the operators’ performance.  

Real-time call centre statistics with online live monitoring

 Real-time web panel displaying call center performance is available. It displays logged-in operators statuses, individual queues’ status and ongoing calls information. Both incoming and outgoing queues are displayed, detailed operators information included. Call center manager can access information about numbers of operators available and operators on break. Authorized user can live-monitor ongoing call by one click. Real-time panel supports specialized filters that enable displaying individual queues, agents, groups or combinations of these 

Regular email reports

 Virtual Call Center Dubai enables individual users to compile their own reports. Therefore the user can create one or more reports meeting his/her particular needs. User reports can be set to regular notifications – sending reports to user’s mailbox. Reports are sent in predefined intervals, e.g. daily, weekly, monthly etc. 

Wallboard - real time data displayed on LCD screen/web browser

Call Center Wallboard module enables well-arranged real-time information being displayed on LCD screen/web browser. Wallboard module consists of a set of statistic widgets; every team can create and design their wallboard panel by simply dragging individual widgets on the panel. 

 

Standard statistic widgets are for example:

 

  1. Operators’ current statuses on individual queues

  2. Queues’ current statuses, number of callers and individual operator’s utilization

  3. Overall availability and proportional representation of missed calls

  4. SLA calls in queues – picked up in 20s​

  

IVR system with statistics

Within Cloud Contact Center software there are many ways to create sophisticated IVR systems. The system can be set in PBX web interface and IVR menu can be created or modified in only a few minutes. Therefore you can offer your clients well-arranged main menu with the one-choice option. This possibility allows the caller to get the information s/he needs quickly and easily and you can achieve maximum performance efficiency of your call center. IVR trees can branch out allowing you to create complex voice menu system tailored to your needs. Information about clients going through IVR are recorded and they can be processed into statistic reports. You can find out what the most used IVR choices are and what is the number of clients who cannot go through IVR tree and hang up. This information can be used to optimize the IVR tree.

 

Caller’s IVR three choices can be traced back through the statistics and used in API integration into your system.

ACD call queues settings

  Our Contact Center software offers a wide range of settings for call queues. It is possible to set up a welcome menu for caller when entering the queue, background music for waiting callers, maximum waiting time for callers, maximum number of callers in the queue, rules for assigning the callers to individual operators, time-outs for callers and operators, recurring notifications for callers waiting in queue, time spent/left in queue notifications. The system supports both static and dynamic operators who log in via phone or web interface.  

Operator web console for operators

  Application for operators Call Center Solutions Dubai WebAgent is a sophisticated console that is accessible via web browsers. Contact center operator can access information about his performance online and it takes only one click to change operator’s status. The operator has to enter his/her number, password, and phone line number s/he is operating (roaming) to log into the operator console. Contact center operators can dynamically log in and out of all call queues, both incoming and outcoming ones. The console includes the on-break function which is widely used in the call centers. When the on-break function is switched on, there are no phone calls directed to the particular line. It is, therefore, possible for the operator to finish other tasks or have a lunch break. Contact center managers can predefine the on-break options – the reasons for having a break and paid/unpaid break time. It is possible to create sophisticated on-break reports which can include whole call center or which can be further divided into individual operator or queue reports. The operator can also non-stop access the pending callers' online statistics for the queues s/he is logged in. Apart from this statistics operator can also check on a number of calls answered since the last logging in. The operator can access the list of calls s/he answered and s/he can listen to the recording via the web interface (when recording is enabled). WebAgent operator console features client’s record instant opening on an incoming call from third party systems.  

 

  

Operator console WebAgent – Description of features:

 

  • Setting the On-Break status by one click

  • WRAP pause automatic set-up when a call is finished – no other call can be answered for a period of time that was set up for the queue/campaign by call center manager

  • Automatic break for operator when call has not been answered

  • Client’s record instant opening on incoming call if required

  • Detailed information on operator’s calls for the day

  • Complex information on operator’s breaks for the day

  • Online statistics of clients waiting in queues in which operator is logged

  • Complex online information on incoming call – client’s phone number, queue of incoming call, waiting time or optional CRM information obtained via REST API

  • Call form filling in if required for the queue/campaign

  • Outbounder – application for one-click number dialing for outgoing campaigns

  • Call postponement for outgoing campaign (client’s wish, call did not get through)

  • List of operator’s realized calls, recordings and filled-in forms with search included

  • Operator can accept live web chat requests from company website

  • Dynamic log-in and log-out of incoming/outgoing queues which can be operated simultaneously  

 

Automatic break for operator when call has not been answered

Virtual Call Center Dubai offers a wide range of possible settings of call queues. One of the very popular features is the possibility to set up an instant break for an operator who has not answered the call that has been directed to his/her queue. In that case, there is a special type of break status called "Sloppy One" set and no more calls are directed to the queue. This minimizes the waiting time for customers who would otherwise be directed to an operator who is not present at his/her workplace and has forgotten to set his status on On-Break.

Intelligent call directing - choosing the most suitable operator

Within the Virtual Call Center software, an intelligent incoming calls directing can be set up for each queue – choosing the most suitable operator, speeding up the process of dealing with client’s request. This feature enables setting the time for which client is directed to the operator s/he talked to before. Therefore there are much higher chances of effective dealing with the client’s request, as the operator is already familiar with the issue. If the required operator is not available, the call is directed to another available operator.

Client's card instant opening on incoming call

Our Call Center Solutions Dubai, Virtual Call Center has integrated its own CRM, which enables easy integration into other systems of your company. Client’s record from your information system can be opened instantly in the operator’s web console. On answering the call the client’s record is opened instantly in new browser window; the phone number of client or other feature can be the parameter for opening the record. Our WebAgent console can be integrated into your system via REST API. Parameters and conditions on which your system is notified of incoming or ongoing calls can be set up easily. Any variable known during the ongoing call can be used as a parameter for record opening. The most common parameters are the phone number of the caller, operator’s number, direct inward dialing (DID), IVR tree choices etc. For more information contact our sales department.

Easy administration and management of missed calls

Our Call Center Solutions Dubai, Virtual Call Center has integrated its own CRM, which enables easy integration into other systems of your company. Client’s record from your information system can be opened instantly in the operator’s web console. On answering the call the client’s record is opened instantly in new browser window; the phone number of client or other feature can be the parameter for opening the record. Our WebAgent console can be integrated into your system via REST API. Parameters and conditions on which your system is notified of incoming or ongoing calls can be set up easily. Any variable known during the ongoing call can be used as a parameter for record opening. The most common parameters are the phone number of the caller, operator’s number, direct inward dialing (DID), IVR tree choices etc. For more information contact our sales department.

Call script for operators with call information recording

With our cloud based call center system, you can create a call script for every incoming queue including the possibility of call information recording (i.e. forms). Call center manager can create call scripts easily, as well as the forms for recording the call information. Every queue can have different call script, thus many independent call center projects can be created. Hence the operators have to fill in the form for each individual call. Call center manager can access an administration interface in which she/he can process the data from the individual forms. The form data can be full-text searched and edited, as well as exported into third party’s system for further processing.

Sophisticated solution for outgoing campaigns

Virtual Call Center system includes a sophisticated web administration interface for easy work with outgoing campaigns. An outgoing campaign can be created in a few minutes. The call center manager can create an outgoing campaign and choose one of the campaign types:

 

1/ Automatic dialing in WebAgent web application with call record form displayed – The call center manager imports clients records (in CSV format) into the campaign. There can be a wide number of items in the client record, such as Name, Surname, Company, Phone number, Contract type etc. Records for every campaign can have a different number of items. Operators can dial the individual numbers in the client database via their web application by clicking on the phone number; during the ongoing call, they can enter the information into the predefined slots. The manager can access applications for easy search in the client's database, as well as export the information and integrate it into another information systems. It is a very quick and effective way of dealing with outgoing campaigns.

 

2/ Outgoing campaign with call record form displayed in the WebAgent application without automatic dialing – With this choice, the call center manager can create many forms with a wide number of items which are displayed during the outgoing calls. The operator can dial manually or use the click-and-dial in his/her information system. Managers can access all statistics including every completed form.

 

3/ Outgoing campaign without call record form displayed – This type is used when the call center manager wants to keep track of all operator’s outgoing calls. There is no way in which the operator can dial any phone number without logging in to the outgoing campaign; thus all the calls statistics in this campaign type are available.

 

The call center manager can access call recording along with the call record form in case she/he choose to record the calls (available for every outgoing campaign). Complete performance statistics are available for every outgoing campaign.

Campaign contacts auto-dialling

With our cloud based call center technology, operators can auto-dial outgoing campaign contacts. The call center manager can set the period of time after which the agent receives a new calling request, the time in which the number is dialed and the time after the call in which the call information (form, record, call script) is saved. the operator does not, therefore, have to make operational decisions as the system "makes" him/her handle the phone calls according to the manager’s settings. The manager can set the inactivity time limit for the operators. If the limit is exceeded, the operator’s status switches to a special "idle" type of pause which is displayed on a real-time panel and recorded in the statistics. All the time limits are set in tenths of second and the individual steps can be switched off and operators` manual interaction may be requested.

Mass records downloading

We realize that it is very important for the call center manager to have the chance to look up the call records and download them easily. Our  Call Center system technology includes a sophisticated tool for the search and export of campaign records. Thanks to this tool it is possible to look up status records of the issue (e.g. order) and download a ZIP folder with all the records connected with the particular contacts.

Complete history for every campaign record

Call Center Solutions Dubai call center software records details of all actions dealing with contacts in the database. Call center users can, therefore, access complete action history of particular entries. The data that can be accessed include the date of entry import into the system, who imported the entry, when the number was contacted and by whom or author of the changes in the entry. The abstract includes also the recordings (in case the abstract belongs to "connected call" action).

Mass editing, multiple records process

Our aim is to enable call center managers to work easily with more campaign entries at once. Therefore we created a tool which enables to work with every possible entry; for example, selected entries can be moved from one operator to another, the status of selected entries can be changed (e.g. contact to be recalled), contacts can be erased or moved to a new campaign.

Calls recordings with easy search

Call Center Solutions Dubai  PBX CCE supports call recording which can be switched on optionally, e.g. for every call or for calls on only in selected queues. The recordings can be saved in WAV, WAV49, MP3 or GSM format. Call center managers and supervisors can access the call recordings directly in the web interface. Recordings can be archived on a long-term basis and the web interface enables the browsing and searching of the recordings.

Interviewer – automatic contact dialing

The interviewer is a special type of outgoing campaign into which phone numbers are imported and automatically dialed by the PBX. There are predefined actions which are performed when the call is answered; these are actions such as playing a message, requesting an answer to the defined question (IVR), recording a message etc. In the Interviewer a wide range of features can be set:

  • predefined time for contact dialing (e.g. working days 8 am – 4 pm)

  • maximum number of concurrently dialed numbers (e.g. a great number of numbers can be dialed at once)

  • number of repetitive dialing attempts when contact has not been reached including the lag between individual dialing

  • recording calls, searching in the database and exporting the calls

  • many possible reactions when the call is answered (e.g. playing a message, IVR system with questions, answer phone, redirecting to an operator, API call etc.)

The Interviewer monitors its activity, thus it is possible to create user friendly statistics and reports of total amount of dialled numbers, availability, statistics of answers to defined questions etc. This application can be used in marketing campaigns, opinion polls, demand calls, customer satisfaction surveys and other applications where automatic dial-and-call can be utilized.

User rights and roles within the system

Call Center Solutions Dubai call center system has an elaborate system of user rights and rules thanks to which any hierarchy of users, roles and authorization can be created. Every user has a set of rights which are verified with every action performed.

 

User rights can be set for:

  • access to individual modules, e.g. access to calls search tool, real-time panel etc.

  • access to individual call queues and campaigns

  • access to individual users, e.g. team leader can access his/her subordinates

  • access to individual module actions, e.g. records displayed in the search module etc.

 

Within the user system, there can be groups of users created to represent operator teams or company branches. Thanks to the features of this system it is easy to create a supervisor account which can access performance statistics of his/her subordinated operators.

The Virtual Call Center software

Using the Virtual Call Center hosted application, all companies performing call centre activities can shrug off burdens related to the former traditional method. Whether you are looking for small sized call center software or need top-notch call center performance for hundreds of users, our Virtual Call Center software offers you the proper solution in every case. You can start your own telemarketing services within a few days or you can extend the existing system and make it more efficient. In addition, the software is also suitable to perform customer surveys feedback.

A unique call center software

Call Center Solutions Dubai  provides you with Cloud Call Center software that is one of its kind! We automatically provide our customers 24x7 technical SLA support, deliver trainings and offer the possibility to operate your cloud call center software on your own. That means, you can change your IVR recordings and much more within just a few moments! We know your business needs flexibile tools, start with us!

 

 

Entire contact center establishment

Cloud based contact center solutions represent future. Upgrade your operations to contact center and learn how to manage multichannel communications. Our internet based hosted contact center solution provides you with everything you need to run an effective contact center.

Saving on the operation of a call centre?

The operation of professional call centres is not cheap as they require expensive equipment purchase and offer very inflexible solutions if you need to make any changes based on your business decisions throughout the time being. All this can be significantly reduced with our Virtual Call Center solution because all you need here is a computer, headset and internet connection. With cloud call center software, your operators can be seated anywhere in the world. Make your call center as flexible and effective as you need.

 

Need outgoing call center service?​

In this case the Virtual Call Center will serve your customer service in the most efficient way! Its usage is easy to learn and you can reduce the length of calls waiting time with our predictive dialer. You can run as many outbound campaigns as you need, schedule them and mass upload and mass edit any data you need. All data can be exported to CSV, Excel or TXT. Start your business campaigns now.

 

Need incoming call center service?

Call Center Solutions Dubai Virtual Call Center software will serve your customer service in the best customer care excellency possible. From IVR, click to call back, calls routings, online data on your performance to operations from anywhere in the world, servicing customers at their local numbers.