Our Services
Contact Center Solutions
Our Omnichannel Contact Center solution helps businesses and organizations to deliver a connected digital experience. It is an intelligent contact center solution that provides contextual, continuous, and high capability journeys for your customers. The Contact Center is SIP based solution, and it routes calls to queues, analyzes and generates advanced statistical reports that help you optimize your contact center.
MenaCalls solution supports:
- Open Architecture with flexibility and easy to use interface.
- Scalability, can be expanded to unlimited number of seats.
- Redundancy, as it achieves maximum reliability using (1+1) hot standby technique.
- Full media blending support you in unifying all customer interactions, regardless of the media used – phone, email, fax, instant messaging (chat), email and Voice- in.
- Customizable dashboard to allow you monitor the queues with multi-window supervisor screen.
- Social media integration (Facebook, Twitter & Instagram).
- Custom outbound campaigns to create demand for your products/services and build your sales pipeline.
- Multimedia recording, playback, and archiving for up to 90 days.
- Quality Management (QM) Suite which empowers you to achieve the KPI’s.
- 3D Interactive Report (Score/call reason/Agent).
- Powerful Interactive Voice Response (IVR) Engine and Management Module.
- Remote Administration without the need of logging remotely or locally on the server itself.
- Real time dashboard statistics (available agents, unavailable agents, active calls, waiting calls, average call duration, service level, served calls)
- Historical Statistics (served calls, agent log in/out time, agents’ available duration, pause duration per reason, agent talk time, agent inbound/ outbound calls, transferred calls)