Veutel is a Blended Call Centre Solution that can handle Inbound and Outbound processes providing users with effective analytics of every aspect of their contact center operation. Our call center helps in measuring and plotting various performance parameters and aids management to provide better customer experience and optimize resource utilization. It points to new leads, satisfied/ dissatisfied Customer service, employee performance and other useful information when proper analytics is done. With the help of our call center solution- Veutel, you will get a holistic view of how your business is progressing and which areas you need to fine-tune to improve the total business. The product has evolved a complete cycle of experiences from different industries. We have products that can be installed quickly in any environment or process. Our call center solution enables the company to manage customer interactions. We are the best call center solution meant for your changing business needs. With Predictive Dialer, Interactive Voice Response, and Automatic Call Distributor solution that is designed to work seamlessly.

Veutel is excellent for contact centers or enterprises that need an end-to-end solution, or just a standalone voice recording solution that combined with their modern setup. Our core strengths include that we are simple to use even for users with no technical knowledge, we Increase Business Productivity and Simplify enterprise communication, track and optimize Valuable resources, provide accurate reports, handle bulk data and even provide a customizable dashboard. The Call Center Solution helps to handle bulk calls easily and route calls evenly. Voicemail can be set when an incoming call is on hold for a specific duration. View abandoned list instantly, track agent occupancy, review handling duration and interactions to quickly improve operational efficiency and bring down the call abandoned rates like never before. Overall call status can be viewed through the dashboard. Veutel, Call Center Solutions can also be utilized as a powerful telemarketing tool to promote various offers and value-added services to customers. Implementation of the automated computer telephony integrated application leverages the call center capabilities and thereby enhances customer satisfaction resulting in increased revenue opportunities.

Key Features

• • Inbound, Outbound, and Auto-Dialer
• • Web-based agent and administrative interfaces
• • ACD(Automatic Call Distribution)
• • Integrated call recording
• • Scheduled Callbacks: Agent-Only and Anyone
• • Web-configurable IVRs and Voicemail
• • Call Center Reports and Analytics
• • Time based Rules
• • Call Details Reports
• • Music On Hold – customizable options
• • Call waiting
• • Call monitoring - Snooping, Barge In & Whisper
• • Live call transfer & Conferencing
• • Live Dashboards for supervisor, and admin
• • Custom call disposition
• • Skill Based Routing
• • Integration with third party CRM

Call Centre Functionality

• Inbound Solution : Our Inbound Call Center Solutions provide full-fledged features to process the incoming calls with extreme ease. Calls landed at IVR, Based on certain ACD (Automatic Call Distribution algorithm and skill-based routing completely controls the incoming calls and ensures that the calls are managed effectively and efficiently by appropriate agents to provide the best customer interaction.

• • IVR call routing
• • Queue prioritization per campaign and inbound group
• • Missed call list and click dial for agents
• • Agent transfer and external call transfer
• • Call Recording

• Outbound Solution: To achieve maximum productivity, the Veutel outbound call center offers the capability to dial-out to a large number of customers automatically or manually. Equipped with innovative features, the system enables to handle the outbound telemarketing and promotional needs with the utmost ease.

• • Outbound agent-controlled, broadcast, and predictive dialing
• • Scheduled Call-backs: Agent-Only and Anyone
• • Call clients in succession from a given database via a web-client Interface
• • The auto-dial facility enabled which adds sending out live calls to all agents on the floor
• • Call Recording

• IVR (Interactive Voice Response): A multi-level NR allows callers to easily select where they would like to be routed to based on a series of prompts. Call center managers can customize the greetings, menus, levels and prompts so callers can listen to recordings with helpful information, choose to be routed to a specific agent or leave a voicemail for a department.

• Call Recording: User Interface makes it easy to manage your contact center's call recordings. Records and store all the conversation between agent and customer for future reference and quality analysis.

• ACD (Automatic Call Distribution): Automatically route calls based on a variety of distribution rules. Or Algorithm (e Round robin, Longest idle. First, disconnect so your callers reach the right agent the first time.

• Call Monitoring: The supervisor can offer helpful advice to your rescue calls without alerting the customer with a call whisper or take over with a call barge.

Types of Call Centre Solution

• Cloud-based Call Center Solution: Cloud-based call center solutions are, unsurprisingly, hosted offsite in the cloud by a business phone service provider. Users access telephone service through an app installed on their computer or mobile device. This solution relies on internet access with sufficient bandwidth to comfortably accommodate all users, plus other internet activity. We offer a cloud call center solution that lets you access all features of a cloud call center software with minimum investment and maximum benefits. Our cloud call center software services assure you to provide you access to the full-fledged call center software in a hassle-free manner. To use a reliable, secure, and highly scalable call center software.

• Premise Solution: The premise is a solution on dedicated hardware that happens to be in a different building than the end-users. System administrators have all the same access (remotely) to the servers as they would with an on-premise solution, it’s just not on-premise. On-premises solutions deployments are typically structured on annual or multi-year subscription plans, eliminating the need for a monthly cost. On-premises deployments impact a higher degree of control for the customer in terms of timeline and rollout. The longer deployment timeframe adds more time for knowledge transfer to in-house personnel. Our On-premise contact center gives you control over all aspects of your system — from installation and customization to data management and security. Whether you have an inbound, outbound, or blended platform, the power is in your hands.

• Hybrid Solution: We offer hybrid Solution services to our clients as a solution to modernize and update businesses' needs. A hybrid model is a computing approach commonly used by enterprises to run public cloud services alongside on-premise IT infrastructure. However, small-to-midsize companies are increasingly moving to a hybrid environment for various workloads and data needs. A hybrid IT approach is the new standard for many organizations. A hybrid IT solution with us is a perfect way to fit these organization’s business outcome needs and maintain control over their data. We can help you find the right cloud environment for your organization.

Applicable Areas

• • Finance institutions banking and other services
• • Health Sector
• • Travel and Tourism
• • Small and medium business