Exotel’s contact centre workforce management software

Use case

Exotel’s contact centre workforce management software

An easily deployable cloud-based workforce management system for better CX.

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What is contact centre workforce management software?

A cloud contact centre workforce software is a management suite for businesses. It comes with flexibility, reduced hardware setup and ensures uninterrupted customer service through a variety of voice and digital channels. As the solution is hosted over the internet, it takes minimum time to deploy and involves minimal upfront capital.

This workforce management software helps sales, support and also on-field teams to track and record customer communication across various channels. This helps minimise effort and improve efficiency for teams.

How it works

Customer facing number

Have a single number that your customers can reach out to you on. This number needs to be easy to remember and used in all your collaterals.

Get an Exophone

Get an Exophone (virtual number) from Exotel. Divert all calls from your customer facing number to the your Exophone.

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Customise the call flow in dashboard

Personalize the call flow to ensure customers have a great experience. Create an IVR greeting, add voicemail option, set office hours etc.

Route calls to the right agents

Smart call routing diverts calls to the right agents based on your customer’s input and the team’s availability.

Who should use cloud contact center workforce management software?

Any business, with a customer facing team, that wants to streamline customer communication can make use of the workforce management software. The solution is flexible, scalable and robust in infrastructure with a 360 degree view on customer facing activities.

Benefits of contact centre workforce management software

Personalize your customer service

A 24/7 customer support where previous conversations and keynotes with the customers can be accessed easily to get quick and better context.

Increase your agent productivity

All your agents can initiate and receive calls directly from the software, forecast call volumes and use recordings for training purposes.

Evaluate your communication strategies

Easily track and generate sales performance reports. Access all your customer communication data in one place. A single source of truth to enhance customer service.

Avoid losing context on customer outreach

An omnichannel experience for your customers where conversations through every channels can be accessed and managed by the agent.

What you get from Exotel’s cloud call centre solutions

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Multi-level IVR

Give your customers a seamless experience every time they call you. Personalize, customize, sound professional with our IVR solutions.

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Auto Dialer

Our auto dialer software helps streamline your calling process. It removes the need for manual dialing, allowing agents to get more done in less time. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps agents be more efficient.

Automated Calls & SMS

You can make automated IVR calls to track marketing ROI, collect customer feedback, confirm COD orders, etc.

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Visual drag-drop APIs

With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.

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Call Recording

Our call center software allows you to record calls, monitor them and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

Daily Email Reports

Know exactly how your team is performing over phone calls. Get a detailed daily report with call statistics for your company and individual agents as well as groups.

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Call Analytics

Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.

Real-time notifications

Missing a call means losing a potential customer or missing the opportunity to solve a customer’s problem. With our call center software, stay informed about your business calls and serve your customers better. Get notified at the right time.

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Conditional Call Routing

Our automatic call distributor software routes calls based on a lot of conditions like time of the day a customer calls, the geography a customer is calling from or even the customer who is calling.

Live Call Transfer

Transfer calls to the right agents contextually and instantly in a click of a button. Improve customer experience and reduce resolution times.

Missed Call Services

Missed call to get a service is a very effective way of doing business. It is also an incredibly useful tool for customers. Ask your clients to give a missed call to a number and customise the response to suit your business.

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Unlimited Channels

When we started Exotel, we decided never to let a customer miss even a single call due to channel capacity constraints. Have unlimited concurrent calls on the same number using our parallel ringing feature.