Features

Complete package to run and manage your contact centre

 

Contact Centre in the Cloud

At the core of Contax Centre is our advanced cloud based platform. Running across several datacentres in multiple countries, our platform is monitored 24 hours per day, 365 days per year. We aim for 99% uptime across all our services, and offer full Service Level Agreements for our customers.

By running in the cloud, you eliminate the need for expensive equipment, technical expertise and local software. Our complete platform, both for the agents and the supervisor runs from your existing web browser.

 

Inbound, Outbound or Blended

Whether you want to run a simple inbound call answering service, or a mutli-skill level blended project - Contax Centre can handle your needs. Each agent can be assigned to any number of groups. Each group can be assigned to any number of campaigns. We support both inbound, manual dial, power dial, and predictive dialling. We also offer advanced answerphone detection to increase agent productivity.

You can either use our own VoIP carriers or bring your existing carrier / TDM or ISDN gateways into our platform. We will route your calls via our ultra-low latency network to ensure the best possible voice quality and experience

 

Full Call Recording

We record every single call your agents make, and we will keep the recordings as long or as short as you require. We offer a very simple tool to search and play recordings in seconds - no long drawn out requests to IT for a simple recording.

If you are handling sensitive credit card information, we can offer PCI compliant solutions to ensure no sensitive information is ever stored electronically.

 

Simple point & click administration

Our platform is designed from the ground-up to be simple to use. There is no software to download, no operating system requirements - just use your existing browser to connect, configure and use our Contax Platform. Every setting is adjustable to your own preference.

Further, any changes you make take affect in real-time - no waiting for out-of-hours to load new data files or change disposition lists

 

Data Security

You can elect to store your data wholly within the European Union to meet the strict Data Protection Regulations within Europe. We store all your data in an encrypted format, and have 24 hour physical security at all our data centres.

We backup your data in realtime to "hot standy" systems so if a fault occurs we can have you back up and running within minutes not hours. Further, we perform daily backups to offsite locations to ensure no matter what happens, you don't loose your data.

 

User Permissions

From our simple web interface, you can choose who in your organisation has access to which campaigns. You can also use our API to integrate your existing user login system into our platform within minutes

No longer do your team leaders have access to other teams figures. Each report is restricted just to the agents and campaigns the user has permission to see

 

Realtime Monitoring

Our entrie platform is real-time. Whether making changes or monitoring performance, every statistic is updated every second. You can check the status of any agent, silently monitor their calls, whisper to the agent or even take over the call. All within the security parameters you have set.

With our Enhanced Reporting suite you can even see the agent's screen and control their mouse and keyboard - all without installing any software

 

Reporting Suite

We provided a full suite of reports, all filterable to exactly the dates, times, users or campaigns you need. Further, our user permission system ensures no visiblity in the reports of any campaigns or agents the user doesn't have access to.

With our Enhanced Reporting & HR suite, you gain the ability to log and monitor QA scores for performance, disciplinary track records, holiday allowances and requests, and much more. Further all our data is available via our API in JSON, XML or CSV format for your own reporting systems.