Your Organization call center may handle sales or customer service, we can develop custom call center solutions to make it better. We’ve experience implementing call center software to make your agents more effective to allow them to process more calls quicker. Our call center phone systems are designed to make the most of your team to get the results you’re after.
By implementing systems that will help you monitor call volume, we can help managers evaluate who’s under performing and requires to further improve. MERCURY GROUP UGANDA continues to provide call center solutions for over 6 years to a variety of businesses in the mortgage industry, Debt Collection, Hospitality and beyond. We have extensive experience that we could put to work for you. We develop all-in-one solutions for organizations utilizing the most efficient modern technology and training best practices. We are able to train your sales floor to build more profitable relationships with clients so that you can take advantage of outbound dialing or inbound calling.
Our Call Center Solutions, is used for the purpose of receiving and transmitting a sizable amount of requests by telephone. Mostly a call center is run by a company to administer incoming product support or information inquiries from consumers. Outgoing calls are in the nature of telemarketing, client follow up calls, debt collection etc. In addition to a call center, collective handling of letters, faxes, and e-mails at one location is known as a contact center. MERCURY GROUP UGANDA can provide small to large scale call center solution to your organization. Starting from two agents in single shift to hundreds of agents in multiple shifts. With powerful functionality and usability, feature-rich capabilities focused on a streamlined platform, our call center systems complemented by our dedicated tech support team and expertise, are set to maximize productivity and drive the strategic development of your company.
How you can benefit from our call center solutions
We offer call center for you. With IP telephony, multi-modal communications tools, robust reporting features and application integration built right in. Our Call Center Solutions help businesses meet and exceeds the service level expectations of their customers, while driving employee productivity and controlling operational costs. Whether you have a large contact center with multiple sites, or are simply looking for a more efficient way of sharing calls among a team, MERCURY GROUP UGANDA has the solutions you need to manage and grow your business.
- Agent screen pops with detailed customer information reduces interaction time
- Advanced call routing ensures calls go to the right agents, reducing the service time per call
- Preview Dialing Feature providing Auto dialing from screen based on requirement by user. This features facilitates agent to see information of number to be dialed.
- Real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources
- Highly Business friendly reporting. Reporting can be customized to any extend
- Our Modular Solution include Switching, Application and Database servers are on single server or multiple servers, depending on load requirements.
- Our Call Center solution can be expanded from 5 seats to 1000+ seats by utilizing multiple servers.
- Predictive Dialing allow the system to automatically dial batched of telephone numbers
- Voice Logger with advance recording capabilities
- Disposition management feature provides the capability to set and assign various dispositions based on business requirement
- SMS and Email integration
- Channel Restriction Channel Restriction is available at Process Level in Predictive Mode to control the number of channels can be utilized
Automatic Call Distribution (ACD)
Skill-based routing functionality directs calls, emails, web chats, fax messages, text messages and voicemail messages to an available agent with the highest skill level to handle the communication traffic. This helps to ensure that your clients are getting together with someone who has the skill to assist them to, thereby lowering the instances where customers have to be transferred, escalated or called back.
Computer Telephony Integration
CTI allows you to leverage telephone functionality integration to leading CRM products. Computer Telephony Integration (CTI) interfaces interconnect with your computer, enabling the:
- Management ny and data delivery to the Agent like screen pop up
- Control of telephony functions from the desktop like transfer, mute, conference, etc
Our Call Center Phone Systems solutions designed to be both scalable and feature rich and meets the growing demands of today’s business conditions. Other than call center phone system we have telephone products to support all the communication methods like IP, TDM, Video, Wired or Wireless and SIP Protocol. Choose our call center solution that give best fits your Business. Our call center phone system deliver maximum deployment flexibility and all business niches or personalization requirements. MERCURY GROUP UGANDA offers high tech worry free deployment for contact centers and call centers in UGANDA. Contact us today only.