Call Centres

Streamline your call centre with intelligent telecoms

Netfuse can provide your call centre with the communication channels you require, including voice, email, text, video and web, we can replace your existing telephony platform, add features to or modify existing equipment. Some of the main features:

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Call Centre Features at a Glance

Automated Call Distribution (ACD)

Distribute calls to the right people.

Example strategies:

Most trained
Least busy
Random
Round-robin

Interactive Voice Response (IVR)

React to customer choices automatically.

Key Features

Numbering
Mobile
Switched minutes
Software integration

CRM Integration

Connect your database to give your agents a heads up.

Key Uses

Look up customer name/balance
Route to the last contacted operator
Bring up case notes quickly

Call Recording

Record customer calls routinely or ad-hoc to provide robust training for agents

Key Uses

Example customer calls
Auditing and customer complaints
Meeting regulatory requirements