Xpresso CONTACT CENTER Solution

The Xpresso Contact Center, designed and developed by CallTech, is a powerful and flexible Microsoft technology based solution for businesses that manage IVR systems and Contact Centers. Examples of such systems are: help desks, dial in customer assistance Centers, telemarketing sales campaigns and directory assistance operations. The Xpresso Contact Center offers an integrated suite of applications that equip your company’s call center with the following capabilities

Capabilities

  • Call Routing
  • Voice Recording on Demand
  • Interface to Voice Recording System
  • Real Time and History Reports
  • Remote administration for technical support
  • Supervisor Monitor
  • Supervisor Coach, Listen, Intervene modes conact-center-4
  • Online statistics and RTM monitor
  • Agent /Supervisor soft phone (Analog / SIP)
  • Remote agent / satellite office via VoIP
  • API for CRM / 3rd party integration
  • Announcement of position in Queue + Average Waiting Time
  • Private Greeting
  • Dynamic IVR messages
  • Communications Server (E1 / Analog / SIP)
  • BPX/IPBBX Telephony switch
  • Full-time voice recording & retrieval
  • Inbound / Outbound Campaigns conact-center-3
  • Skill-based Automatic Call Distribution
  • Multi-lingual (English, French, German, Polish, Portuguese, Spanish, Russian/Arabic)
  • Campaigns Voicemail
  • Interactive Voice Response (Powered by Xbuilder)
  • IVR Applications (by industry) conact-center-1
  • Fax and Email Calls
  • Callback (Leave Number / Proxy / Web)
  • Preview / Progressive / Predictive Dialers
  •  Speech Recognition

Historical Data Reports & Dashboards – Xpresso BI

Xpresso’s reporting and dashboard solution for historical data is powered by Microsoft Power BI, one of the world’s leading and most advanced Business Intelligence platforms
The solution enables organizations to easily analyze operational data, identify trends, generate actionable insights, and make informed decisions to continuously improve and optimize contact center performance and service quality

Xpresso Recording System

Xpresso includes an integrated continuous recording solution, with optional agent screen recording capabilities.

The recording system is fully integrated into the Xpresso platform and is powered by the Xbuilder framework. It provides comprehensive tools for managing and monitoring users, extensions, and recorded interactions
The integrated recording and retrieval solution includes:

  • Comprehensive management and monitoring tools
  • A centralized recording archive for fast and easy retrieval of recorded interactions
  • An advanced playback interface with play, replay, fast-forward and rewind, variable playback speed, and pause controls
  • The ability to mark specific segments within a recording and quickly navigate to selected sections of a call
  • Management and monitoring of users, extensions, and recorded calls
  • Real-time monitoring and live listening capabilities
  • Highly efficient voice compression technology for optimized storage utilization
  • PCI-DSS compliance
  • Optional agent screen recording

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