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Cloud Contact Center
Cloud Contact Center

Call Management

Handle all calls in one place and help your team effectively manage call volume.

With integrated Call Management solutions, optimizing your contact center operations has never been easier.

Call Management centralizes all calls in one place and streamlines your processes with IVR, Voicemail Detection, Call Recording, and Call Transfer capabilities. Manage every call from a single platform and ensure seamless interactions with clients and prospects.

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Streamlining Call Management with CoreMedia

Our platform provides a suite of tools designed to optimize contact center operations, ensuring efficient management and personalized customer interactions.

IVR — Interactive Voice Response

Upload your own prompts and build custom multi-level IVRs to ensure that customers get directed to the right team.

Voicemail Detection

Automatically discard outbound calls answered by voicemail to avoid wasting the agent’s ready time.

Call Recording

Record inbound and outbound calls and play recordings through your dashboard. Gain control by enabling full or partial recording.

Call Transfer

Transfer calls to internal extensions or external phone numbers, such as sales agents or field technicians' mobile phones.

Benefits of Call Management

By effectively managing calls, providing agents with insights, and equipping staff with the right tools, Call Management empowers businesses to offer seamless and personalized experiences to customers. As a result, issues are quickly resolved and every interaction is tailored to the customer profile, boosting customer satisfaction levels.

Call Management tracks and monitors your calls, providing valuable insights into agent performance and customer interactions. Analytics reveal key service metrics such as call volumes and peak times, facilitating staffing optimization and enhancing operational efficiency.

Our platform ensures calls are efficiently routed to the appropriate agents, enabling you to direct them to the right agent on the first attempt and promptly resolve your customers' issues. This leads to significant cost savings in your daily operations.

Call Management revolutionizes operations, reducing call handling times and boosting agent productivity. With enhanced service and fast issue resolution, your business will enjoy higher levels of customer satisfaction and loyalty. Moreover, the data insights obtained from Call Management will fuel targeted improvements and strategies, generating revenue growth and maximizing your return on investment.

How to choose the right Call Management system

Assess business requirements

Begin by assessing specific business needs and goals, considering factors such as the team size, call volume and essential features in a Call Management system. With these considerations in mind, it becomes easier to determine the required level of scalability and flexibility to accommodate future growth. Identify the necessary features and integrations that align with business and industry requirements.

Evaluate features, usability and integrations

Look for solutions offering a comprehensive suite of features that prioritize core capabilities and customization tailored to your needs, coupled with an intuitive user interface requiring minimal effort to get started. Additionally, consider potential integrations with existing business systems or platforms (e.g., CRM). Evaluate the availability of integrated features in other key areas, like AI-powered conversational tools and speech analytics, to elevate the customer experience and align with your operational requirements.

Consider reliability, security and support

Make sure the Call Management system offers a highly available infrastructure, reducing the risk of downtime and its impact on business. Evaluate security measures, such as data encryption, access controls, and compliance with industry regulations. Additionally, opt for business providers with a proven track record of excellent customer service and proactive monitoring to address any issues promptly.

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