eCCMS

eCCMS

eCCMS

eNoah’s eCCMS is a predictive auto dialer software tool designed to simplify your call handling and servicing functions. eCCMS call center management software delivers increased business flexibility and guarantees improved agent productivity .It is specifically constructed to deliver better business visibility. eCCMS emphasizes customer focus and value added services including Parking and Forwarding. eCCMS is your No.1 choice as a robust and scalable solution for your company’s sustained growth and process improvement.

With eCCMS automated calling, you can efficiently reach your company’s contacts to share important information.

eCCMS enables you to

  • Rapidly launch Automated Calling Campaigns
  • Increase Productivity by Automating Outbound Calls
  • Enhance Process Efficiency
  • Manage and Avoid calling the “DND” Customer list
  • Reduce Call Drop ratio
  • Reduce Average Call Wait time

eCMMS

eCCMS provides operational support to run IT operations efficiently with zero disruption. It also provides features to support call center activities such as :

  • Call Logging
  • Call Barging
  • Call Recording
  • Failover of link and server

Call Center Manager/Admin only needs to upload/modify/upkeep a set of the DNC list in Excel format to the CRM on a daily and adhoc basis.

Click here to know more about eCCMS Implementation for a leading Insurance Company

eCCMS Features

  • Standard Call features – Transfers, conference, parking, forwarding, retrieving, call waiting, CLIP, blind/attended/consultative transfers
  • Inbuilt Echo Cancellation
  • Direct Inward System Access
  • Call Recording – Multiple formats (WAV, MP3, GSM)
  • Inbound, Outbound and Blended Call Handling
  • Full USA FTC Compliance Capability
  • Integrated Call Recording
  • Three way calling within the agent application
  • Scheduled Callbacks
  • Flexible Dial Plan login and Time-based rules
  • Phone directory and Dial By Name support
  • Ability to dial on a single campaign across Multiple Asterisk Servers or multiple campaigns on a Single Server
  • Ability to Broadcast Dial to customers with a Pre-recorded message
  • Ability to Park the customer with Custom music per campaign
  • Ability to Start and Stop recording an agent’s call at any time
  • Ability to Automatically Record all calls
  • Definable Agent Wrap up-Time per campaign
  • Recycling of Specified Status calls at a Specified Interval without resetting the list
  • Dialing with custom Time Zone restrictions including per State and per Day of the week
  • Option of a Drop timer with Safe-harbor message for FTC compliance
  • All calls are logged and statuses of calls are logged as well as agent time breakdowns
  • Load Balancing of calls across Multiple inbound or outbound Asterisk servers
  • Several Real-time and Summary reports available
  • Ability to set User levels and Permissions for specific features and campaigns
  • Ability for managers to listen in on agent conversations, enter conversations with agents and customers and change the selected queues for an agent
  • Ability for agents to view details for calls in queue that the agent is selected to take calls from
  • Ability for agents to select and click to take calls in queue from their agent screen
  • Separate Time-clock application to track user work time

eCCMS Benefits

  • Integrated CRM
  • Advanced Auto-allocation of lists to callers
  • Generation of call lists on inputs provided
  • Filter out the DNC lists on daily basis
  • Real-time status and reporting
  • Very easy Intuitive use with minimal training period and transition time
  • Hybrid Telephony Protocols switching
  • Multiple Codec support
  • Ability to have agents operate remotely
  • Faster hangs up and dis-positioning of calls with one button (Hot Keys)
  • Separate Time-clock application to track user work time
  • Full integration with Sangoma Call Progress Detection(CDP) for better answering
  • Queue Prioritization per campaign and inbound group

Why eNoah?

16+ Years of Experience

Global Presence

Good Decision-Making Insights

Reduce Time to Market

Powerful Collaboration Tools

Contact Us

Get in Touch

  • contactus@enoahisolution.com

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