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Enreach

Enhance your customer service with our call centre solution

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Optimize enterprise performance and customer relations

Our Call Center solution enables service providers to take advantage of the growing demand for call center services and to offer enterprise customers hosted inbound call center services at a very competitive price.

Integrated with our Enreach UP platform, the solution provides a robust range of Automatic Call Distribution (“ACD”) features as well as comprehensive statistics and reporting tools that are required for call center supervisors and agents to efficiently manage and monitor incoming calls.

  • Web based administration interface to configure and manage agents, ACD visual groups and supervisors
  • Powerful web provisioning tool to intuitively customize the ACD scenarios
  • Supervisor ACD console to manage agents’ interactions
  • Webchat functionality to assist your customers from any website 
  • Feature-rich agent client application (web or native, with or without softphone)
  • Systematic call recording capability with recording browsing interface 
  • Integrated IVR with skill language capability – provides options for caller’s choices in terms of agent specialization (e.g. select an agent that speak a particular language)
  • Callback service – allows a caller to hang up the call at a given moment, but still leaving the “call position” waiting in the queue and then be called back as soon as an agent becomes available.
  • ACD Wallboard to monitor realtime key performance indicators  
  • Historical analytics and reports to monitor agents and ACD group performance 

myCallCenter

myCallCenter is a web administration interface enabling the Call Center supervisor to fully configure all aspects of the call center.

  • Implementation and assignment of calendars for opening and closing hours to ACD groups
  • Specific configuration settings for the group

ACD Wallboard

The ACD Wallboard leverages the metrics provided by Enreach UP to display live information on ACD Queues and Calls, especially:

  •  Number of callers in queue
  •  Number of available agents
  •  Number of agents in a call
  •  Total of offered calls
  •  Total of handled calls
  •  Abandoned rate
  •  And much more!

MYCALLANALYTICS

myCallAnalytics is our brandable SaaS tool that enriches calls analytics. The portal shows historical data on incoming and outgoing calls, such as: waiting time, abandoned calls, answered calls and call duration at enterprise level, per departments, users, etc.
In this way, your customers have insight on potential issues in employees' workloads or skill sets, and can take action to improve their customers satisfaction.
The portal is brandable and the dashboard offer a customizable view according to the monitoring parameters

MYREPORTS

One of a supervisor’s roles is to analyze call data over periods of time, to use the results in building up patterns that will allow more efficient configuration of the group and its resources to better adapt to the observed call patterns. myReports web based application is a reporting and statistics tool which enables supervisors to monitor agents and queue work performance in real time and with in-depth historical data. The application includes a number of tools to retrieve call statistics for the groups, agent statistics and logs and produces daily or scheduled reports for a given date, or periodically on a weekly or monthly calendar basis.

myRecordings

myRecordings is an advanced web based full-featured VoIP solution designed to meet businesses requirements. myRecordings is fully scalable, integrated with our telephony platform and is able to support thousands of simultaneous inbound and outbound permanent recorded calls. 

  • Easy to use web based recording interface with call recording logs (calls by day, week, month, date range, call duration, etc)
  • Recording and playback activation are controlled centrally
  • Dedicated server for storage purpose
  • Licensing per administrator and extensions to be monitored

Frequently asked questions

Call Centre

A call center service provider is a company that is dedicated to providing customer service and support via telephone, email, or online chat.

They are typically staffed by highly-trained professionals who handle customer inquiries efficiently and effectively. Call centers often provide services such as order taking, technical support, customer retention programs, and more.

The use of call center services can be a great way to improve customer satisfaction and loyalty and can help businesses streamline their customer service operations. Additionally, many call center service providers offer advanced analytics solutions that can give businesses valuable insights into customer behavior and preferences.

Choosing the right call center service provider for your business is an important decision, as it will determine the quality of customer support you receive. It is important to research a provider’s reputation and portfolio of services before committing.

Additionally, it is important to ensure that the call center service provider you select can meet the needs of your business. By selecting the right call center service provider, businesses can realize improved customer satisfaction and increased efficiency.

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Business Process Outsourcing (BPO) is an outsourcing solution for organizations looking to streamline their operations. In a call center setting, BPO is a service in which a business outsources its customer service operations to a third-party provider, typically located in an offshore location.

With BPO services, businesses can benefit from lower labor costs and improved customer experience, as the third-party provider takes on the responsibility of providing customer service support.

Additionally, BPOs are often equipped with advanced analytics tools that can be utilized to gain valuable insights into customer behavior and preferences.

By outsourcing their customer service operations, businesses can save time and money while ensuring that their customers are receiving quality support. BPOs provide an attractive option for businesses looking to improve the effectiveness of their customer service operations.

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The answer to this question will depend on the specific needs of the business. Many call center service providers offer quality customer support, so it is important to choose a provider that can meet the needs of your organization.

Factors such as cost, location, and customer service expertise should all be taken into consideration when selecting a call center service provider.

Additionally, researching a provider’s portfolio of services, customer testimonials, and analytics capabilities can help you determine the best call center for your organization.

Ultimately, choosing the right call center service provider is a critical decision that should be made with care.

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The terms “call center” and “service center” are often used interchangeably, however, they do have different meanings.

A call center is a business that specializes in providing customer service support via telephone, email, or online chat. Service centers, on the other hand, provide services such as repairs and maintenance for products purchased from the company.

While call centers and service centers sometimes operate in the same location, they typically serve different functions.

Call centers are focused on providing customer service support, while service centers provide technical and repair services for products.

Ultimately, the difference between these two types of businesses is based on their purpose and scope of operations.

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Call center services typically include order taking, technical support, customer retention programs, and more.

Many call centers also offer advanced analytics solutions that can be used to gain valuable insights into customer behavior and preferences.

Additionally, some call centers provide services such as appointment scheduling or telemarketing. Ultimately, the range of services offered by a call center will depend on the provider's capabilities and the specific needs of the business.

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There are three main types of call centers: Inbound, Outbound, and Blended. In an inbound call center, the majority of calls are incoming from customers looking for assistance or information.

An outbound call center is focused on making outbound calls to current or potential customers.

A blended call center combines both inbound and outbound services, allowing businesses to provide comprehensive customer service support.

Additionally, there are also specialty call centers that focus on providing services such as technical or emergency support.

Each type of call center has its unique advantages and disadvantages, so it is important to select the right one for your business based on your specific needs.

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A dialer in a call center is an automated system that makes calls to potential customers.

A dialer can be used for outbound campaigns, as it allows agents to quickly and efficiently contact large numbers of people.

Dialers typically have features such as predictive or preview dialing, which allow for higher call volumes and fewer dead ends.

Additionally, some dialers can integrate with customer relationship management (CRM) systems, making it easier for agents to access customer data.

By leveraging dialers, call centers can increase their outbound call efficiency and effectiveness.

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Call centers rely on a variety of technologies to provide quality customer service.

Customer relationship management (CRM) systems are commonly used to store and track customer data, while advanced analytics solutions can be utilized to gain valuable insights into customer behavior and preferences.

Automated dialers enable agents to quickly contact large numbers of customers, while voice recognition and text-to-speech software help to streamline customer service operations. Additionally, call centers often use virtual phone systems or cloud-based technologies to provide communication services.

By leveraging these technologies, call centers can improve their efficiency and ensure that customers receive quality support.

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In an inbound call center, the majority of calls are incoming from customers looking for assistance or information.

Agents in this type of call center focus on providing customer service support, such as answering questions and resolving issues.

An outbound call center is focused on making outbound calls to current or potential customers. This typically involves sales campaigns or customer retention initiatives.

Unlike inbound call centers, outbound call centers require agents to make proactive calls and initiate conversations with customers.

Blended call centers combine both inbound and outbound services, allowing businesses to provide comprehensive customer service support.

Contact us if you have any questions, we'll be delighted to answer them.