Contact Center Suite

Contact Center Suite by Tecnosis is a comprehensive solution designed to optimize customer service operations in contact centers. It is claimed to be suitable for companies of all sizes, from small businesses to large enterprises, and caters to the needs of customer service representatives, contact center managers, sales and telemarketing professionals, and IT managers. Industries such as customer service, telecommunications, retail, finance, and healthcare are said to benefit from this suite.

Key Features

Contact Center Suite (All in One): According to the vendor, this solution includes applications for customer support, telemarketing, internal support, and more, providing a centralized platform for managing and executing contact center activities.

Workforce Management: The vendor claims that this feature combines forecasting algorithms, operational scenario simulation, and scheduling tools to optimize workforce management. It is said to help accurately forecast staffing needs, create schedules, and manage agent performance.

Quality Central: The vendor states that this feature offers a holistic view of quality within the business by automating data from various sources into a quality evaluation and monitoring program. It is claimed to help assess and improve the quality of customer interactions and compliance.

Multichannel Interaction Recording: According to the vendor, this feature provides comprehensive recording of omnichannel interactions, including voice, video, chat, email, and social media. Integration with major providers allows for seamless recording and retrieval of customer interactions, aiding in monitoring and analyzing for quality assurance and compliance.

Multichannel Interaction Analytics: The vendor claims that this feature utilizes enterprise-grade technology to transform customer interactions into valuable insights for decision-making. It is said to enable analysis of customer interactions across various channels to identify trends, patterns, and areas for improvement, providing a deeper understanding of customer behavior and preferences.

Automatic Authentication and Fraud Prevention: According to the vendor, this feature automatically verifies the identity of individuals using voice biometrics within the first few seconds of the conversation with the agent. It is claimed to enhance security and help prevent fraud during customer interactions.

Robocalls: The vendor states that this feature enables the automated and simultaneous delivery of mass voice messages, which can be useful for broadcasting important announcements, notifications, or marketing messages to a large number of recipients.

Robotic Process Automation: According to the vendor, this feature automates repetitive manual processes, freeing up employees from mundane tasks. It is claimed to improve operational efficiency and reduce the risk of errors by providing a software solution for automating various business processes.

Chat: According to the vendor, this feature offers customers the convenience of contacting the contact center through an online chat feature. It enables real-time communication for quick issue resolution and assistance, enhancing customer experience and providing an additional channel for customer support.