Name: Tegsoft Contact Center
Price: 29 USD
Author: Tegsoft

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Development

Classroom Management

Education

Business Intelligence (BI)

Collaboration

Corporate Social Responsibility (CSR)

Email Spam Filter

Enterprise

Accounting

Accounting and Tax Services

Financial Risk Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

Employee Recognition

HR Management

Payroll

Recruitment Marketing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

Application Virtualization

Browser

Cloud Cost Management

Cloud Storage

Content Delivery Networks (CDN)

Disk Cloning

Fraud Detection

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

IoT Security

License Management

MLOps

Managed IT Service

Network Performance Monitoring

Network Security

Operating Systems

Secret Managers

Server Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Contact Center

Content Management

Email Marketing

Event Management

Marketing Automation

Product Sampling

Social Media Management

Social Media Marketing

Survey & Forms Building

Video

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Lead Generation Services

Sales

Database Security

Video Surveillance

Security

Computer-Aided Manufacturing (CAM)

Construction Takeoff and Estimating

Debt Collection

Hotel Management

InsurTech

Lease Management

Multiple Listing Service (MLS)

Population Health Management

Rental Property Management

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Tegsoft Contact Center is a cloud-based communication platform designed to enhance the customer experience. According to the vendor, this solution is suitable for businesses of all sizes, including small businesses and large enterprises. It is used by call center managers/supervisors, customer service representatives, sales and marketing professionals, as well as the healthcare and insurance industries.

## Key Features

**Cloud-Based Contact Center**: According to the vendor, Tegsoft Contact Center is a cloud-based solution that offers secure and flexible handling of high call volumes. It is built on IBM Cloud, which the vendor claims ensures reliable performance and integration capabilities.

**Omnichannel Communication**: The vendor states that Tegsoft Contact Center supports omnichannel communication, allowing businesses to interact with customers through various channels such as voice, webchat, email, SMS, and social media. This is said to ensure a seamless and personalized customer experience.

**Inbound Call Management**: Tegsoft Contact Center offers advanced features for managing inbound calls, including call routing, queuing, and prioritization, according to the vendor. It also provides an interactive voice response (IVR) system for automated call routing and self-service options.

**Outbound Campaign Management**: The vendor claims that businesses can run outbound campaigns for sales and marketing purposes using Tegsoft Contact Center. The platform offers preview, progressive, and predictive dialing options to optimize agent productivity and campaign results.

**Text-Based Communication**: Tegsoft Contact Center supports text-based communication channels such as SMS, email, webchat, and social media, according to the vendor. This allows businesses to effectively manage customer inquiries and requests through these channels, providing timely and efficient responses.

**Reporting and Analytics**: According to the vendor, Tegsoft Contact Center provides comprehensive reporting and analytics tools to track and measure contact center performance. Businesses can generate detailed reports on call volumes, agent productivity, customer satisfaction, and more, enabling data-driven decision-making.

**Contact Center Management**: Tegsoft Contact Center offers a user-friendly interface for managing all aspects of the contact center, as claimed by the vendor. Supervisors can monitor agent activities, track performance, and provide real-time coaching and support. The platform also allows for customizable workflows and automation to streamline contact center operations.

**Integration Capabilities**: The vendor states that Tegsoft Contact Center offers seamless integration with third-party applications, PBX systems, and IP phones. It can be easily integrated with existing systems such as CRM, helpdesk, and workforce management tools, thanks to its open APIs.

Basic

Lifesize CxEngage

Plan B

Plan A

Plan C

CrazyCall

Tegsoft Contact Center

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Tegsoft

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Tegsoft Contact Center

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What is Tegsoft Contact Center?