Solutions

Contact Center Management Suite

Are you looking for a robust, feature-rich solution that drives valuable customer relationships? IBEX Global’s proprietary Contact Center Management Suite (CCMS) serves this purpose by using its innovative technology designed specifically to cater to your needs. This customized solution aims to increase first contact resolution rates which not only enriches your customer interactions but also helps in reducing costs.

Open
Architecture
Highly Scalable
and Reliable
Endless
Customization
3rd Party
Integration
Single Interface
100+ KPIs

VALUE ADDED MODULES


 

COMPLAINT MANAGEMENT
SYSTEM

 

BROADCASTING

 

WEB CHAT

 

WEB CALL BACK

 

E-MAIL MANAGEMENT
SYSTEM

 

SMS

 

E-FAX

Automatic Call Distribution (ACD)

Are you looking for a way to improve customer satisfaction? IBEX Global’s ACD technology provides comprehensive call routing capabilities which automatically routes the call to the appropriate agent based on the caller’s needs. This feature results in not just a happier customer but also optimizes operations by improving first call resolution, shortening average call times, and cutting operational costs.

DIALER

Facilitate your customers with IBEX Global’s predictive dialer. This novel feature accurately screens out answering machines, busy signals, fax lines etc. to make sure that your customers directly connect to agents. This results in optimum call center efficiency and improves overall contact rates by as much as 300% as compared to manual dialing.

AGENT CUSTOMER RELATIONSHIP MANAGEMENT

Now handle inbound as well as outbound calls with a single interface using Agent Customer Relationship Management (CRM). This interface will expose you to a range of exciting features including multiple campaign handling and a statistical report of the agent and campaign.

SUPERVISOR INTERFACE

Our latest technology solution not only enhances customer satisfaction but also enables the management and clients to keep track of the performance of agents, campaigns and the entire call center in real time using historical reports.

INTERACTIVE VOICE RESPONSE (IVR)

Our multilayered IVR system uses state-of-the-art technology to provide intelligent call routing to other systems, ACD or individuals and allows integration with any third party systems using supported APIs and methods.

REPORTS

Promote the principle of accountability and exploit opportunities for performance enhancement with IBEX Global’s robust reporting system. Our standard reporting usually serves as a good fit for any campaign. However, based on client requirements, we provide customized, extensive and exportable reports.

VOICE RECORDING

Capture a holistic picture of the contact center activity with the Voice Recording module offered by IBEX Global. This will serve as an end-to-end recording system that will record data regardless of its size or format and make it securely available at any instance.

CORE TECHNOLOGY MODULES