Pulse Cloud Call Centre platform is a powerful tool that allows you to manage all your enterprise calling requirements. Pulse makes managing your workforce easier than ever whether they are working from home or office. You can make, or receive any number of calls and route smartly to respective teams. We help you create advanced reports and gain access to insightful analytics.
Our Cloud Call Centre solutions can transform your contact centre into a full-featured, scalable and reliable multi-channel solution. We provide the best hassle-free experience to your customers.
Route incoming calls to the available right agent, with the best routing strategies that optimise agent time and customer experience.
All calls recorded for future auditing purposes to help customer service agent interactions meet the required quality of service levels and compliance recommendations.
Enable work from home users to utilise our powerful cloud calling platform through our two leg calling technology for the best call quality.
Create smart queues for waiting calls to optimise the number of agents required.
All calls are encrypted to provide a better level of security. Packets flow through secure TLS ports and web sockets for enhanced security. Make your company calling process comply with the leading security standards by using the Pulse cloud contact centre platform.
Forward calls to a particular number always or only during specific time intervals. Transfer calls to any agent or department of your choice while on call.
Monitor the live status of the sales and customer service agent performance and metrics to see if they are on a call, idle or unavailable.
Barge calls, listen to live conversations and also instruct agents during a live call directly from the live monitoring panel.
Comprehensive monitoring tracks call centre performance and caller trends to glean valuable business insights via the analytics dashboard.
A user-friendly feature that offers agent access to updated customer information for better customer interactions and recommended actions. The feature provides agents with a good platform to enhance productivity, efficiency and achieve results.
Detailed call log information with CRR and CDR concerning the call's date, agent, nature, availability of filtering options and customised call log reports. Voicemail for missed calls is directed to the email with a recording file.
Sends automated outbound voicemails, texts, and emails to provide your clients with timely reminders, notifications, appointments, and payment due dates. You can also send updates regarding schedules, promos, deliveries, and alerts.
Facilitates smart call routing to reduce the waiting time and caller churn. Ensures that all calls are promptly answered and emergency calls are prioritised. Enables efficient management of peak hours with a better customer satisfaction.
Tracks call centre's performance and derives real-time information regarding the interaction source, the agent, and the context. Allows you to get deeper insights to make valuable decisions. Analyses the call-flow ratio to increase staff during peak hours
Not at all. At Pulse, our team takes care of your migration to ensure the best experience for your customers. We handle all the system management, maintenance and upgrades. Besides providing comprehensive supervisor and agent training, we also provide an extensive knowledge base to help make your team self-sufficient.
Of course, you can. Our team will collaborate with you to determine the needs of your integration and recommend a better way to increase your productivity. We will present you with an architectural diagram to understand the process. The project will be completed within the stipulated time frame.
Yes, we can integrate your existing numbers and telephone systems with our call management platform. Our call centre software solutions are designed to work with any IP-based device. It is a centralised solution that can facilitate access from any required location.
The reliability of cloud-based solutions is equivalent to that of premise-based solutions. The cloud infrastructure is housed in geographically redundant data centres and managed by experts to provide uptime of 99.5% or better. Furthermore, disaster recovery is not an issue as agents can work on any problem from any location. All they need is a device with an Internet connection. With cloud-based contact centre software, the challenge of moving from on-premises PBX can be eliminated.
At Pulse, we ensure that all customers using the cloud contact centre's platform have easy access to live support via email or phone calls. We also give you the option of creating service tickets or chatting with our team from your user interface. We also offer round-the-clock customer support.
Inbound call centres manage all your incoming communication channels, such as emails, text messages, calls, and live chat queries. Call routing and agent availability are key elements of effective inbound call centre solutions. A robust inbound call centre is primed to handle large call volumes and easy routing of calls with technical support and call-back processes. When calls are routed to the right agent, the customer can receive the required answers without delay. We can also integrate our solutions with the existing CRM and Helpdesk applications in your organisation.
Our software is packed with features that allow you to see live analysis, real-time transcripts and create customised real-time comments for the agent to use. Your supervisor call also supports the agent on a live call with or without the knowledge of the customer.
No. Our cloud call centre solutions are not designed to give you complete control over your virtual call centre operations since the commercials are derived from the user level. We will enable the facility on a case-by-case basis.
Call centres specialize in phone calls or voice communications. The term contact centre refers to a call centre that uses various forms of communication like email, chatbots, social media, etc. An additional term used frequently in contact centres is “omnichannel communication”.Pulse offers both call centre and contact centre solutions.