About CONTAQUE™

CONTAQUE™ NGUCC – Targeted at the Enterprise & Large clients


NGUCC is a Modular and flexible world class Contact Center Solution that seamlessly integrates with your existing voice and data systems – TDM/ PRI/GSM/PSTN/VOIP


CONTAQUE™ accompanies a powerful, accurate, and flexible Answering Machine Detection, a must have tool to survive today’s ferocious correspondences market.

NGUCC delivers a world-class application that automates the handling of calls.

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CONTAQUE™ NGUCC

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INTRODUCING CONTAQUE™ NGUCC WITHOUT PC DIALER


  • Agent will dial a login code followed by his user code and password, this will make him login into our system.
  • Call will come to agent in a connected mode.
  • Once the agent is able to talk to customer and customer keeps the phone down, Agent will get to enter a disposition code from 1 to 9.
  • Agent can logout by keeping the phone down.
  • No PC required for this solution.
  • A supervisor can keep checking all the reports & monitor the agents on his PC.
  • All reports will be available for MIS.

CONTAQUE™ NGUCC FEATURES AND HIGHLIGHts:


  • Unified Solution to take care of all channels of communication like voiceCalls, SMS email & Chat.
  • Better control of Contact center Operations through cradle to grave reporting.
  • High agent productivity through better connect ratio, AMD & answer Supervision.
  • Dynamic call flow generation by IVR designer and call transfer algorithms
  • Unlimited Campaigns calling list and users.
  • Upgradeability from 0 to any number of Seats ensuring Investment Protection.
  • Compliance to statutory requirements for USA Telemarketing & Indian DNC laws, Also Includes new mobile norms in USA.
  • Can have Digital Analog & IP Phones Softphones & PBX extensions.
  • Ability to integrate any third party web CRM through the provided APIs.
  • Support for USA and India including the new like Telemarketing, Collection, Insurance, Service Travel & real estate Sector.
  • Multiple database Support like Oracle , PostgreSQL to enable integration to existent databases.
  • Complete Blending available for Outbound and Inbound at the same time.



CONTAQUE™ comes with a powerful, accurate, and flexible Answering Machine Detection, a must have tool to survive today’s cutthroat communications market.

  • Highly adaptive in nature with auto pacing
  • It is possible to run a multisite contact center from a centralized database.
  • All DB like posgreSQL and Oracle are available.
  • Inbound calling and callback gets priority over outbound calls.
  • Skill wise outbound and inbound call campaign dialing.
  • User friendly GUI for server extensions, carrier configuration, users, roles etc. Roles creation for web manager and admin.
  • Accept/ Reject and Autoanswer feature on agent exe.
  • Agent can retransfer the call to main IVR menu.
  • Automatic time zone checking.
  • Predictive dialer, IVR Design, ACD, Voice Logger, Voice Broadcast.
  • Unlimited Campaigns , Call Popup.
  • Real-Time statistics & reporting, Graphical Reporting.
  • Remote monitoring, Barging and Quality Monitoring.
  • Web call back, SMS call back, DNC Filter.
  • Blended campaign for inbound and outbound.
  • Customer number display on agent exe.
  • Separate conference number for each skill.




IVR SYSTEM

CONTAQUE™ IVRS help customer reach the right department and also make agent more productive by providing important and timely customer information at their fingertips, reducing your call center’s cost of operations. IVRS can be a simple welcome message with few voice prompts to complex multi level call flows. Multi level IVRS can be designed by simple drag and drop facility provided in the application. Our IVRS can be integrated with third party TTS and speech recognition application. Drag & Drop GUI based IVR designer allows playing of prompts, capture digits, enable decision making loops knowing if agents are logged in, time of day routing & calls transfer to agents or external parties.

MAJOR HIGHLIGHTS OF CONTAQUE™ IVRS


  • Text to Speech Facility (Third Party)
  • Approximate call to be answered time.
  • Different IVRS flow for different inbound numbers.
  • IVRS reports –digit press report.
  • IVR configuration based on DNIS, can configure multiple IVR in single campaign.
  • Agent login check on IVR.
  • Integrating to multiple Campaigns & skills.
  • Full reporting on IVR Integrated.
  • Web Service & Database query integration.
  • Availability of full Reporting On IVR.
  • CALL TRANSFER, SCREEN TRANSFER, CALL Barge IN AND CONFERENCING.

MAJOR HIGHLIGHTS OF CONTAQUE™ CALL CONFERENCING


  • All designed to maximize agent productivity and enhance the overall efficiency of your contact center.
  • Call Barge in possible from remote location.
  • Agents can initiate conferencing for the customer with a third party verifier.
  • Agents can join the conference or can go ahead to take the next call.
  • Secured process of taking vital information like credit card details etc from the customer by doing a conference call between the customer and a customized IVRS.
  • Coaching / Whispering.

CONTAQUE™ NV -TARGETED AT HIGHER END OUTBOUND CONTACT CENTERS


After the wondrous response of CONTAQUE™ older version UCS, we spent a lot of time, effort with upcoming new versions, Now We have launched two new Products, CONTAQUE™ NV -targeted at higher end outbound Contact Centers and CONTAQUE™ NGUCC – targeted at the Enterprise & Large clients.

VISION AND MISSION :

As an organization, We are committed to provide Total Customer Satisfaction by meeting business requirements of customers through continually Improved Products, Innovative Solutions & Meeting service level expectations of customers through constant monitoring of their feedback and to keep identifying new Opportunities for improvements.

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CONTAQUE™ NV

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CONTAQUE™ NV Features And Highlights :

  • Availability On ‘Cloud’
  • Better control on all aspects of software like minutes configuration
  • New predictive dialing algorithm to improve connectivity
  • Multi skill handing in outbound dialing
  • Dashboard and reports on all aspect of agent and campaign performance
  • No limit on lead list size
  • Integration to any web CRM
  • Control to supervisor to ensure that agents are not able to waste time
  • Low hardware resources like server configuration
  • Innovating Reporting Systems
  • Real time reporting with graphical interface
  • Supervisor can change agent campaign
  • Compliance to all major countries laws like USA, UK, UK, Australia and India including DNC Compliance.
  • Call routing and overflow treatment
  • Control on number of trunks per campaign
  • Multiple trunk group handling in a campaign
  • Messaging to agent from supervisor
  • Ability to hide phone numbers from agent for security
  • Automatic FTP of recording for specified disposition to external FTP servers
  • Alternate number dialing and ability to dial the last connected numbers on
  • redial/ call back attempt
  • Each and every configuration is based on GUI Time zone Dialing for USA With Ring / Without ring Server configuration
  • Agent has ability to see connected QUEUE calls.
  • Lead pickup from third party CRM for outbound dialing.
  • Enhanced Preview Dialing Feature.
  • Whispering, Barging, From Monitor interface
  • Call back rescheduling
  • Auto wrap-up and disposition timeouts
  • Access to reporting database for customer report creation
  • Availability of database duster for HA
  • Ability to connect to multiple databases like Pgsql. Orade etc
  • Hourly , daily , weekly , monthly report formats
  • Graphical supervisor dashboard
  • Enhanced & Improved Dashboard
  • TPV with internal/ external IVR
  • Full Time Recording
  • Lead Upload logs / No particular format to upload lead
  • Trunk Group report / Voice Recording reports are available