Contact Center

Transform Your Customer Engagement with Conterra’s Contact Center Solution. At Conterra, we understand that exceptional customer service is the backbone of any successful business. Our Contact Center Product, part of our unified communications family, offers two tailored packages — Gold and Platinum — designed to meet the diverse needs of organizations looking to enhance their customer interactions.

Gold Package: Essential Features for Effective Communication

The Gold Package includes:

IVR Studio (Advanced): Craft intuitive voice response systems that guide customers effortlessly.
Professional Services: Leverage our expertise to optimize your contact center setup.
Call Recording: Ensure quality assurance and compliance with comprehensive call recording capabilities.
CRM Integrations: Seamlessly connect with your existing CRM for enhanced agent efficiency.
Reporting and Analytics: Gain actionable insights with detailed reporting, performance metrics and customer behavior.
Call Monitoring: Supervise calls in real-time to maintain superior service quality.
Real-Time Dashboard: Access key performance indicators and metrics, at a glance.
Omni-Channel Support: Engage customers through voice, SMS, and email for a cohesive experience.

Platinum Package: Advanced Features for Enhanced Performance

The Platinum Package builds on the Gold Package with these additional features:

Customized Reports: Tailor reports to meet your specific business needs, providing deeper insights.
Dynamic Notifications: Keep your team informed with real-time alerts on customer interactions.
Preferred Agent Routing: Direct calls to the most suitable agents based on expertise and availability.
Transcription and Analysis: Convert calls into text for easier review and analysis.
Workforce Scheduling: Optimize staffing with intelligent scheduling tools.
Expanded Omni-Channel Support: Connect with customers via voice, email, SMS, social media, and web chat for a truly integrated experience.

Target Customers

Small to Medium Enterprises (SMEs)

Those seeking to streamline their customer service operations.

Large
Corporations

Companies needing robust, scalable solutions to manage high volumes of customer interactions.

Customer-Centric Organizations

Businesses focused on improving customer satisfaction and loyalty.

Benefits of Our Contact Center Solutions

Enhanced Customer Satisfaction

Deliver timely and effective responses to customer inquiries.

Increased Efficiency

Streamline operations with integrated tools that empower your agents.

Data-Driven Decisions

Utilize our robust reporting capabilities to analyze performance and improve strategies.

Scalability

Easily adapt to changing business needs with flexible solutions.

Reporting Capabilities

Our reporting and analytics tools provide you with a comprehensive view of your contact center’s performance. With customizable reports, you can track key metrics such as call volume, response times, and customer satisfaction scores. This data empowers you to make informed decisions, identify trends, and continuously improve your service delivery.