Contact Centre

Mid-Market Contact Centre

Introducing ContactQ a Contact Centre by Braxtel

ContactQ is a mid-market Multimedia Contact Centre managing 5- to 500 Agents and handles the queuing of ACD Calls and Webchat to an unlimited number of queues, each of which is highly configurable, managing time-plans, queuing greetings and messages, Skills Based Routing, and all via a simple web based interface.

Call recording of all agent interactions is included (chat and voice) along with a very comprehensive real-time and historic reporting package which is far more configurable than a stand -alone reporting package, as ContactQ takes over delivery of each call to the next appropriate agent.

Features and functionality include the placing a voice-message into a queue, prioritising certain customers or Queues, playing back Balances or other details based on IVR look-up from a database, and sending an SMS confirmation via an SMS gateway.

Key Features

  • Full Contact Centre functionality
  • ACD IVR Chat SMS Email
  • 5 to 500 Agents
  • Detailed and accurate reporting
  • On- premise, Data-Centre and Virtualised Cloud
  • Cost effective – Very Low TCO
  • Integration via Web Services or API

Call Centre Case Study

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