Cleartouch Cloud Contact Center Platform

Cleartouch Cloud Contact Center Platform, developed by TCN, is a versatile solution designed to meet the call center needs of organizations of all sizes. According to the vendor, this comprehensive platform provides a diverse range of tools and features to optimize call center operations, enhance agent productivity, improve customer experiences, and ensure compliance with industry regulations. Cleartouch Cloud Contact Center Platform caters to call center managers, customer service representatives, contact center agents, business process outsourcing (BPO) companies, and accounts receivable/collections agencies.

Key Features

Omnichannel Communications: Manage all call center communication channels in a centralized location and engage customers through email, SMS, texting, and chat. Automate processes using IVR and automatic notifications, and collect customer feedback through automated surveys.

Compliance and Data Management: Implement a comprehensive suite of tools to ensure compliance. Automate compliance rules and processes, gain insights through advanced analytics, and maintain data lists in accordance with industry regulations using List Management Services (LMS).

Intelligence, Reporting, and Analytics: Access actionable insights through reporting and analytics dashboards. Real-time data on customer interactions, agent productivity, and site performance. Utilize full-text transcriptions and PCI redactions of call recordings, and uncover insights through performance analytics and voice analytics.

Workforce Engagement: Optimize call center operations with workforce management tools. Monitor agent productivity, identify training opportunities, and mitigate compliance risks. Forecast staffing needs and call traffic, and improve internal engagement and data insights through workforce optimization.

Integration and Automation: Seamlessly integrate with popular CRM platforms such as Salesforce, Zendesk, and ServiceNow. Automate tasks and services to enhance performance and reduce human error. Integrate with payment processors and collection services, and customize integration using open API service.

Predictive Dialer: Boost agent productivity by automatically dialing multiple numbers simultaneously and connecting agents to live calls. Minimize idle time and increase successful connections.

Call Routing: Efficiently distribute incoming calls to the most appropriate agents or departments based on predefined rules. Connect customers with the right personnel to effectively address their needs.

Interactive Voice Response (IVR): Automate customer interactions with self-service options. Enable customers to navigate through menu options using touch-tone or voice commands.

Real-time Analytics: Monitor key metrics in real-time, including call volume, wait times, agent availability, and customer satisfaction. Make data-driven decisions and identify areas for improvement.

Quality Monitoring: Evaluate agent performance through call recording and quality monitoring features. Review recorded calls, assess agent interactions, and provide feedback to enhance customer service.