KAPTURE CRM
– Sales, Service, Field Automation, AI, Self Serve, KMS, LMS & many more
About KAPTURE CRM
Kapture CRM is a business automation platform for Customer service & sales. With omnichannel support, knowledge base & easy to use clean user interface, boost agent productivity & reduce response time. It also includes features like Auto Assign tickets, Interaction history, Call recording, custom roles & permissions, churn 500+ reports. It is fully configurable with your workflow. Kapture has a self-service portal & AI-powered chat to help building sustainable relationships with customers
About Sales, Service, Field Automation, AI, Self Serve, KMS, LMS & many more
- ACD
- Multiple Skill Groups Supported
- Supervisors Can Log Out Agents Remotely
- Listen and Monitor Agent Conversations
- Multiple Announcements and Music Treatment Provided
- Skill Based Routing
- Supervisor Can Change Skill Groups
- CTI
- Multisite Routing
- Queue Optimization
- Abandoned Call Recovery
- Screen Pop
- DeskTop Integration
- Dialer
- Outbound Dialer
- Preview Dialer
- Predictive Dialer
- Answering machine detection
- Proactive outbound
- Call Compliance US
- Call Compliance Canada
- Call Complinace Other
- Outbound Multi Channel Engagement
- IVR
- Accurate prediction of expected wait time in queue
- Natural languge speech recognition?
- IVR and Channel Testing
- Load Testing
- Intelligent Virtual Agent (IVA) assistance
- Automatic Callback
- Visual IVR
- Customer Preference And Behavior Based Menus
- Speech Recognition
- Text-to-speech (TTS)
- Speaker Verification
- Seamless Transfer of customer information from self-service to agent
- Universal Queueing
- Real Time Reporting
- Virtual CallBack
- Multi Channel Virtual Callback
- Social Media
- Social Media Monitoring
- Threading of Messages
- Social Media Community
- Social Media Workflow
- Video
- Multi-channel - Omni Channel
- Unified contact channels
- Unified blending
- Unified Administration
- Unified Routing
- Unified Reporting
- eMail Management
- Unified Comminications
- WEB Capability
- Web Chat Capability
- Web Co-browsing/screen sharing
- Web Virtual Assistance
- Web Click-to-Call
- Web Self - Service
- Web Callback
- WebRTC
- Analtyics
- Desktop Analytics
- Big Data Analytics
- Data Driven Design
- Voice of the Customer
- Survey Tools
- Web surveying
- Voice of the employee
- Customer Journey mapping
- Enterprise feedback management
- Social Media Monitoring
- CSAT/NPS Measurement
- Workforce Management
- Workforce Scheduler
- Intraday management
- Reforecast based on intraday management
- Automated Workflows
- Support Languages
- Multi Site Virtual Contact Center
- Centralized Administration for Multi Site
- Access by Individual User
- The Solution Maintains an Audit Trail
- Multi Channel Forecasting
- Allow for Outbound Forecasting
- Account for Holidays, Seasonality
- Number of Weeks solution can be scheduled ahead of time
- Support Split shifts
- Support Agent Preferences/bidding
- Allow manual manipulation and editing
- Strategic what - if scheduling
- Long-term forecasting and planning
- Unlimited months forecasted
- Long-term budget planning
- Track and Support historical agent adherence
- Track and Support real-time agent adherence
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Track individuals training requirement
- Link specific areas of skill development
- Reward and incentive solution
- Gamification
- Training and Coaching
- agent coaching
- elearning
- classroom training
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Playback for any LAN/WAN workstation
- Speech Analytics
- Analytics based on keywords or phrases
- Screen Playback synchronized with audio
- Instantaneous call retrieval
- Flexible rules editor
- VoiP recording
- Voice and screen saved in standard file formats
- Calls automatically routed to evaluators
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Screen Recording
- Virtual Contact Center Recording
- Open Source Recording
- Compliance monitoring
- Language Capabilities
- Multi Language Capabilities
- Multi Language Machine Translation
- Multi-Language Translation Services
- Multi Lingual text analysis
- Employment testing
- Employment screening
- Online employment screening
- Job emulation programs
- BPO
- Inbound
- Outbound
- Blended
- BPO Chat
- BPO Email
- BPO Social
- BPO Onshore
- BPO Offshore
- Virtual agent recruitment/staffing
- Furniture
- Modular furniture
- Agent Workstations
- Executive Furniture
- Headsets
- Other
- Sales force automation
- Telecom Billing
- Customer Support Ticket Management
- Knowledge Management
- Help Desk Software B-B
- Headsets
- Toll Free Numbers
- Help Desk Software B-C
- Email Management
- Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents
- 251 - 500 Agents
- 501 - 1000 Agents
- Over 1000 Agents
- Integration
- Systems Integration
- CRM Integration
- Salesforce Integration
- Microsoft Integration
- SugarCRM Integration
- Front and Back Office Integration
- Other Consulting Services
- Data Recovery Services