Contact Center Solutions

Cybells is a leading VoIP solution providing company that offers a choice of cloud computing services and solutions to enhance communication offerings. Here’s a detailed list of our VOIP solutions that we offer

Multichannel and Omni channel Solutions

Voice

Traditional inbound and outbound calling capabilities.

Email

Handling customer inquiries via email efficiently.

Chat

Live chat support on websites and mobile apps.

Social Media

Managing customer interactions on platforms like Facebook, Twitter, and Instagram.

SMS

Text messaging for notifications, alerts, and customer support.

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Intelligent Routing and IVR (Interactive Voice Response)

Automatic Call Distribution (ACD)

Directs calls to the most appropriate agent based on predefined criteria.

IVR Systems

Allows customers to interact with an automated system using voice or keypad inputs for self-service options or to route them to the right department.

CRM Integration

Seamless integration with CRM systems to provide agents with comprehensive customer data, interaction history, and previous support tickets.

Workforce Management

Tools for forecasting call volumes, scheduling shifts, and managing agent performance to ensure optimal staffing levels.

Quality Management

Recording customer interactions for training and quality assurance.

Call Recording

Tools to evaluate and score agent performance and customer interactions.

Quality Monitoring

Analyzing recorded calls to identify trends, issues, and opportunities for improvement.

Speech Analytics

Reporting and Analytics

Real-time and historical reporting tools to track key performance indicators (KPIs) such as call volume, average handling time, first contact resolution, and customer satisfaction.

Advanced analytics for gaining insights into customer behavior and operational efficiency.

AI and Automation

Chatbots

AI-driven virtual assistants for handling routine inquiries and tasks.

Robotic Process Automation

Automating repetitive and mundane tasks to improve efficiency and reduce errors.

Predictive Analytics

Using AI to anticipate customer needs and improve decision-making.

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We Offer a Wide
Variety of IT Services

Cloud-Based Solutions

Hosted contact center platforms that provide scalability, flexibility, and reduced need for on-premises infrastructure.

Unified Communications

Integrating voice, video, messaging, and collaboration tools into a single platform to enhance internal communication and teamwork.

Security and Compliance

Solutions to ensure data security and compliance with industry standards and regulations, such as GDPR, HIPAA, and PCI-DSS.

Outbound Campaign Management

Tools for managing and automating outbound marketing, sales, and customer service campaigns, including predictive dialing.

UI/UX Design

Build the product you need on time with an experienced team that uses a clear and effective design.

Dedicated Team

Over the past decade, our customers succeeded by leveraging Intellectsoft’s process of building, motivating.

Self-Service Solutions

Knowledge Bases

Online resources and FAQs that allow customers to find answers to common questions without agent assistance.

Customer Portals

Self-service portals where customers can manage their accounts, view transactions, and request support.

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Customer Feedback and Surveys

Tools for collecting and analyzing customer feedback through surveys and other methods to gauge satisfaction and identify areas for improvement.

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Contact Center Solutions