On Premise
Contact Centre Solutions

Get the Best & Simple to use at much economical price!

EXPLORE FEATURES

Experience Cradle in Action!

WHAT IS A CALL CENTER SOLUTION?

A call center solution enables the company to handle customer interactions. Traditionally, call center customer service solutions has been equated with only voice interactions. But, as time progressed, the customers have moved on from only voice calls to other mode of communication. With call center solutions the agents can place outgoing calls, handle incoming calls, track key call center metrics, perform workforce management, and upload automated scripts.

The customers are no more dependent on just one channel to reach the customer support. There are plenty of options available – live chat, social media, email among others. Having an omnichannel contact center software ensures customer satisfaction and improve the level of customer engagement.

On Premise Contact Centre Solutions

Get the Best & Simple to use at much economical price!

Email

Respond faster to customer emails using in-built email editor and templates. Delight your customers with quick response time.

Voice

Manage inbound and outbound contact center processes to make each interaction count. Get contextual data of each conversation with voice recording.

Chat

Use Web Chat, In-App Chat, and Mobile Messenger Apps to initiate and receive interactions from your customers’ preferred chat channels.

Social

Smart contact center solutions diversify and strengthen customer outreach with social media platforms. This helps you be responsive for each customer interaction with your brand.

SMS

Texting has also changed from a short one-way communication to an ongoing conversation between people.

CRM

CRM is a contact enter programming arrangement that gives representatives admittance to account data and history with an end goal.

Back Office User’s

the contact center you choose can integrate with any back-office systems.

Ticketing System

Our easy ticket module is another beneficial option featuring a smarter backdrop. Convert voicemails and calls to automated tickets that enable users to get a better experience.

Key Features of our Inbound Solution

IVR (Interactive Voice Response)

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input using a keypad. An IVR system interacts with callers, gathers information and routes calls to the appropriate recipient. IVR Designer | Time Condition | Multi Level Tree | DNI Based Routing

ACD (Automatic call distributor)

Handle the calls in the queue in a proper way directing them to the right agent and thus being a user you can speak to the ideal person clarifying all doubts. Thus carry out an effective automatic call distribution (ACD) ensuring that you get familiar with all positive aspects. Intelligent Routing | Skill Based Routing | Mode : Round Robin, Ring All, Least Recent | Multi ACD Login | ACD Queue

Supervisor

Call Center Supervisor duties include: · Assisting in the definition of focuses for people and groups · Hiring and onboarding new representatives. MIS Reports | Voice Logger | Quality Management | Lead Management

Agent Desk

Agent Desktop Solutions are programming applications fabricated explicitly to address the issues of contact focus specialists. In this way, client explicit applications and prepared call place programming's customer applications are utilized. CRM Screen Popup | Call Log | Disposition Entry | Set Call Back

WHY OMNICHANNEL CONTACT CENTER SOFTWARE?

Manage Inbound Operations

Enable your agents to handle queries efficiently with Inbound Call Center Software and provide better customer services over calls and emails. Intelligently route the calls to most competent agents available in the queue to manage agent’s efficiency and deliver exceptional customer experience. Power inbound contact center solutions with ACD, IVR and VQ Pass and reduce customer’s waiting time.

Manage Outbound Operations

Make your sales proactive with various dialers such as preview dialer and predictive dialer that would increase agent’s productivity. Auto dialers can easily detect when the call is connected with the customer and when it’s an answering machine thus reducing agent’s wait time. The major beneficiaries of Outbound Call Center like B2B, Banking and Insurance can upgrade sales scale exponentially.

Ease of Deployment

Cradle provides easy to deploy call centre solutions that are highly scalable, flexible and secure. Engage with on-premise and on-cloud solutions to suit your business needs and increase or decrease the business size without any hassle. Cradle’s Private and Public Cloud solutions allow businesses to handle their call center operations on the internet with ease.

View All Omnichannel Contact Center Software Features

Setup Your Work from Home Ready Call Center in 48 hours!

Learn More

CRM (Customer Relationship Management)

  • Alerts (booking, status change etc.)
  • Custom package quotations & Send quotations on sms/email & whatsapp
  • Define checklists or to-do lists as per bookings for sales & operations
  • Auto-generate hotel service vouchers in multiple formats for DMC & Customer
  • Accounting module with feature to configure taxes
  • Multiple invoice formats & Auto-generated payment receipts and invoices in PDF forms
  • Customer feedback module
  • Email, Chat, and Back Office Services support
  • Lead source analysis real time
  • Package performance analysis real time
  • Agent performance analysis real time
Explore All Features

FEATURES YOU WILL LOVE

Connect Customers with the Right Agent

Route the customers to right agent to ensure first call resolution. Skill based routing can match the callers to most efficiently equipped agent in respective queue to increase customer satisfaction. Automatically route calls to agents based on customer’s data, IVR selection, business hours, agent’s availability and customer’s preference.

Empower your Workforce with Seamless Integrations

Call Center Solution allows to fetch customer data in real-time by integrating with various in-house and third party CRMs. Automatically display customer interaction history in your browser to make conversations more personalized with omni channel call center customer service solutions. Allow your agents to be well informed about previous calls, chat, emails before every interaction thus enabling them to deliver a contextual and personalized customer service experience.

Smart Dialer for Better
Coverage

Increase call connect rate using outbound dialer and save agents’ time with smart operations. Reach to more number of customers with predictive dialer, it predicts the call drop ratio, analyze agents’ wait time and automatically route calls to available agents in the queue. Optimize operations and improve productivity with progressive dialer wherein calls are connected to agents only when customer has picked up the call.

Reporting and Monitoring

Call center solution allows to monitor and supervise the calls in real-time using dashboards and improve first call resolution with a call center customer service solutions. Make agent-customer interaction better with call recording, barging and snooping in to deliver exceptional customer services. Monitor individual agent’s performance by analyzing call summary, agent summary and customer summary. Track average call handling time, conversion rate and call drop ratio to make informed decisions for your business with contact center solutions.