Call Center Software Solutions
Call centers depend upon telephony technology, especially for their PBX, ACD/call routing, IVR, dialer and call recording needs.
Callfinity provides several products for businesses with inbound, outbound, or hybrid contact centers of any size around the world, but we're not a typical call center technology provider for three reasons:
We're flexible.
We can offer just a few components of our suite, such as an industry-leading passive tap call recording system with quality evaluation features, or our Universal Queues™ that is an ACD for calls, emails, live chat, voicemails, and faxes, or we can power an entire contact center with one integrated suite of applications.
We're nimble.
When you need a feature created, customized, integrated, changed, or enhanced, our engineering team will deliver solutions in days to weeks, not months to years.
We actually care about our customers.
Our competitors can't even fathom the level of customer service that we provide our customers. From senior executive involvement with every account, to a direct-to-engineer technical support model 24/7/365, to the dedication of a single account manager - you're more than just a number to everyone on the Callfinity team.
Our contact center solution provides a complete, integrated suite
~OR~
choose individual
modules and add them
to your existing infrastructure.
Details Below
Callfinity provides professional solutions for every type of contact center. |
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ContextACD™ContextACD provides Universal Queuing™ for phone calls, live chat, emails, voicemails, and faxes with prioritization, customizable hold treatment, and advanced call center options. Call centers, or business units within large enterprises, often need to queue calls for distribution to agents and devices on a best-available-skill basis. Complete ContextACD details here. Available as: |
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ContextRecorder™ContextRecorder is a recording system for calls, agent desktops/screens, emails, chat sessions, and other activity. Because it's designed for quality improvement, it also allows managers to design evaluation forms, and scores agents over time. ContextRecorder is 100% web-based, making it simple to use in any environment. Complete ContextRecorder details here. Available as: |
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ContextDialer™Contact centers that do a large volume of outgoing telephone calls use ContextDialer to place calls for agents, thereby improving call speed, reporting, and accountability and reducing contact center operating costs. ContextDialer operates in four modes: predictive, progressive, preview, and OutboundACD™. Complete ContextDialer details here. Available as: |
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ContextIVR™As a front-end to other systems, such as PBX or ACD, or as an integrated part of the Callfinity ContextIP suite, ContextIVR intelligently routes callers and collects information before a call ever reaches your agents. ContextIVR includes a web-based call flow designer that allows business users to administer the system from anywhere. Complete ContextIVR details here. Available as: |
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ContextPBX™ContextPBX provides scalable direct registration and forwarding IP PBX designed for service providers. It allows devices to make and receive telephone calls, includes a full-featured voicemail system with unified messaging features, and supports both direct SIP endpoint registration as well as forwarding to PSTN numbers. Complete ContextPBX details here. Available as: |
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ContextCRM™ContextCRM was designed and built exclusively for call and contact center use based upon feedback from some of the most successful contact centers in the US. ContextCRM also acts as a front-end for ContextDialer, displaying customer information for dialed records automatically, and includes support for call scripts and flexible field definitions. Complete ContextCRM details here. Available as: |
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Hosted - How does one transform their Call Center to a Contact Center?
- Whether you’re a fan of the original Transformers™ cartoons and toys or the new CGI adventure, there’s no questioning the obsession many of us have with these giant robots that transform into sleek vehicles. Although the premise of Transformers may be a bit of a stretch, the fascination with robots performing multiple functions is pretty justifiable.
Everyday life transforms, technology evolves, and businesses struggle to stay ahead of the competition. Transformation is essential to survival, whether you’re an Autobot trying to blend in with the humans or a corporation trying to stay in touch with its customer base. Staying alive means changing, adapting, and streamlining business processes.
Since the dawn of the internet, the telecommunications industry has been transforming. The way that businesses can keep in touch with their customers has evolved into a combination of phone calls, email, live chat, and fax. Although your call center may be equipped to handle multiple communication methods, coordinating these efforts requires an ACD that can prioritize your business efforts on the fly.
By transforming your call center into a contact center, your customers can get a hold of your agents no matter what their desired communication method. Better yet, contact center agents can reach out to customers at a moment’s notice via email, phone, or live chat. With cell phone customers upgrading their T9 keypads for iPhones™ and BlackBerries™ with wireless web access, failing to ...
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