EdgeTalk Contact Center

EdgeTalk contact center is built on data analytics platform providing users with effective analytics of every aspect of their contact center operation. Measuring and plotting various performance parameters aids management to provide better customer experience and optimize resource utilization.

EdgeTalk software is built on latest Web Technologies providing seamless Work From Home (WFH) or virtual call centre facilities. Users can host the solution at their premise or in cloud and agents can access the calls and interface through web browsers integrated with any CRM, ERP or third party applications in a single screen. Productivity of the agents can be increased by integrating the workflows in single window and automation through integrations across applications.

• Attractive Web based intuitive UI – UX
• Work From Home (WFH) support
• Inbound & Outbound campaigns
• Multi campaign support
• Custom call disposition
• IVR (Interactive voice response)
• Skill based routing
• Integrated call recording and retrieval
• Live call transfer & Conferencing
• Call monitoring – Snooping, Barge In & Whisper
• Schedule call backs – Assign to agent / campaign
• Comprehensive analytical reports
• CRM Integration
• Upload and manage leads
• Custom user privileges and Role settings