Meddirect Call Centre

Business Solutions

Contact Center is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone.

A A Contact Center, also known as customer interaction center (CIC) is a central point of any organization from which all customer contacts are managed.

Through Contact Centers valuable information about company is routed to appropriate people, contacts to be tracked and data to be gathered.

A contact centre is important for achieving business efficiency, enhanced customer experience and greater sales

Additionally contact centres can act as a command centre to connect various departments and present a single point of contact for the customer.

Benefits of Outsourcing

Outsourcing is a business practice in which services or job functions are outsourced to a third party on a contract or ongoing basis.

Service by Experts
Multilingual Support
No infrastructure Cost
Lets you focus on your business
Prepare for a new product launch

Automatic Call Distribution

ACD is short for automatic call distribution. It is a telephony system that automatically receives incoming calls and distributes them to an available agent. Its purpose is to help inbound contact centres sort and manage large volumes of calls to avoid overwhelming the team.

ADS collect and stores data about each call. Using the data ADC creates management reports that are used to monitor and evaluate help desk efficiency Managers can determine the number of calls abandoned, the average hold time of calls, and other statistics.

Step for Automatic Call Distribution

CALL:-, Customer calls your company and is greeted by an IVR
IVR:-, The caller is given a choice to select from various options (sales, support or marketing)
ACD:-, ACD Call is routed to an available agent or placed in the call queue
QUEUE:-, The caller waits in the queue until the appropriate agent is available

Interactive Voice Response

Interactive voice response, or IVR, is an automated telephone system that combines pre-recorded messages or text-to-speech technology with a dual-tone multi-frequency (DTMF) interface to engage callers, allowing them to provide and access information without a live agent.

IVR Solutions enable users to retrieve information including bank balances, flight schedules, product details, order status, movie show times, and more from any telephone

An IVR system can also integrate—or may be bundled—with other call centre software, like automatic call distribution (ACD) or customer relationship management (CRM) platforms.

We’ll cover some other significant advantages of IVRs in a moment. First, let’s go through a brief overview of how IVR works with automation.

Computer Telephony Integration

Computer telephony integration (CTI) means linking a call centre’s telephone systems to their business applications, typically so that their business software can have more control over call management.

Integration of the telephone and and computer-based systems is known as computer telephony integration. CTI is made possible by middleware applications.

Middleware application is a software that connects two or more separate applications across a computer network.

Step for Automatic Call Distribution

Automatic display of caller and call details
Routing of voice, fax, e-mail, text messaging, and live chat into a unified queue
Retrieval of voice, fax, and e-mail from a single location
Delivery of Automated Responses
Data analysis and reporting functions