OMNICHANNEL – VOICE
Crystal clear voice delivering exceptional CX.
Stay connected with your customers on a reliable global voice network powered by Microsoft Azure.
Whether it’s inbound or outbound, QContact simplifies call management, maximising productivity and delivering exceptional customer experiences.
Maximum productivity
With QContact’s outbound dialler, you can ensure you are getting the maximum productivity from your agents by filling their idle time with outbound proactive calls.
Customer Journey
Gain deeper insights into your customers’ experiences. With QContact, you can track the journey of every call, from the initial interaction to resolution. Identify patterns, refine processes, and ensure every customer feels supported at every step.
Global voice network
Blended Omnichannel
You don’t need your staff to decide which channel they’re taking today. With QContact you can blend all your channels into single or separate queues to maximise agent productivity.
Seamless inbound call handling
Visual IVR Builder
Create intuitive phone menus with a drag-and-drop interface. Make real-time adjustments and access detailed flow reporting.
Smart Routing Options
Route every call to the right agent with skills-based routing, data field logic, sticky agents, and priority rules.
Self-Service Capabilities
Empower customers to resolve issues independently with automatic speech recognition and a low-code self-service builder.
Overflow Management
Never miss a call. Automatically reroute to the next available agent when preferences are unavailable.
Maximise productivity with outbound tools
Automated Dialler
Keep agents productive by filling idle time with automated dialler and answerphone detection.
Click-to-Call
Streamline workflows by enabling agents to initiate calls with a single click.
Local Caller ID
Enhance customer trust with automatically selected localised numbers, no matter their location.
Callback Automation
Never miss a chance to connect, schedule and automate callbacks effortlessly.
Built for global businesses
Stay connected with crystal-clear voice quality, powered by QContact’s resilient global network. And if you already have a telephony service, it’s not a problem – our Bring Your Own Carrier (BYOC) option lets you integrate seamlessly while taking full advantage of QContact’s features. And with our mobile apps for Android and iPhone, your team can handle calls effortlessly, no matter where they are.
Actionable insights and real-time control
Make smarter decisions with QContact’s powerful reporting and live monitoring tools. Gain a deeper understanding of your operations with rich reporting on queue times, first call resolution, agent productivity and more.
Customise real-time dashboards and wallboards to track live statuses and performance metrics. For coaching and quality assurance, use live listen functionality to monitor calls, whisper guidance to agents, or step in and take over when needed.
Secure and compliant call management
Ensure every call is managed securely and efficiently with QContact. PCI-compliant call recording offers effortless playback and transcription tools for easy reference. Live presence visibility lets your team see agent availability in real time, enabling seamless transfers and improved collaboration. Plan ahead with confidence using advanced forecasting tools, powered by machine learning and Erlang calculators, to accurately predict staffing needs.
