Solutions and tools
to increase a call center
productivity

Optimize your contact strategy!

How to improve interaction with your customers

A modern company is constantly researching technologies to improve its customers' satisfaction and new ways to provide the best possible experience. Contact center technologies are now used in many companies that are not traditional call centers.

Orchestra NG offers contact center solutions to meet a wide range of needs, making services accessible from small single location to large multi-location companies. Orchestra NG allows three contact modes: voice, video and chat.

An innovative IVR allows you to reduce the cost per call by giving control to the calles, and then choosing a call path based on a series of questions. The use of automatic voice recognition (ASR) and speech synthesis (TTS) allows calls to be routed in the complete absence of an operator. Finally, the intelligent routing system ensures that calls from the contact center are routed to the agent or employee with the right skills for the caller's request, resulting in time reduction and greater customer satisfaction.

VoiSmart's contact center solution includes the possibility to integrate the contact center chat on your company's website that, incorporating chatbot mechanisms, allows you to offer assistance to your customers 24 hours a day without the help of an operator.

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Improve your agents' efficiency with integrations

System integration increases efficiency and simplifies processes

The most useful information for your agents is in your applications and databases, whether it is a CRM for the sales team or a helpdesk system used by your support team.

Orchestra NG can integrate with your application both to retrieve information and to send it. For example, when a call arrives you can query one or more databases to decide which path or automatic answer to use, or the forwarding to the most suitable agent, or automatically open the customer card on your employee's desktop.

 

Monitor the performance of your contact center

Having all the accurate information regarding each call is essential to have a real measure of the service quality.

A powerful analysis engine in Orchestra NG integrates data from the contact center and from other products to provide a complete picture of customer communications and agents performances. The numerous reports available through the web browser greatly simplify the performance control and service levels.

Combined with the analysis tool, the real-time monitoring console allows the supervisor to check the status of queues, slas or various services. The supervisor will be able at-a-glance to make decisions and manage with a few clicks possible overload situations.

Orchestra Teams Collaboration

Integrated Communication and Collaboration solutions to work in freedom

COLLABORATION AT YOUR FINGERTIPS

Orchestra Teams Collaboration is all your team needs to communicate and collaborate.
It offers a modern communication experience that helps your teamwork in the daily routine.
Designed for the cloud, it can be multi-tenant, multi-instance or installed on any type of hardware.

INCREASE
THE PRODUCTIVITY

Organizations using Workstream collaboration see an increase of more than 20% in productivity and they are more successful in satisfying their business needs.

A COMPLETE SUITE

In a single solution you can call, schedule audio conferences, chat, share documents with your colleagues and organize meetings in video collaboration rooms with your clients.

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