CallTrackingMetrics – Contact Center Plan

About CallTrackingMetrics

CallTrackingMetrics’s award-winning call tracking and automation platform provides thousands of businesses the tools they need to track, manage and optimize phone calls to increase conversions and scale for growth, worldwide. From understanding which advertising campaigns are driving phone calls to advanced routing and call management, we arm businesses with the tools to transform communication into powerful intelligence.

CallTrackingMetrics has also been recognized in Inc. Magazine's 5000™ list of fastest-growing private companies, and as a leader on G2 Crowd for inbound call tracking software.

About Contact Center Plan

•Unlimited users- no per-seat or per-user pricing

•Align sales, marketing, and service teams under a single platform

•Distribute calls based on custom criteria that you set via Intelligent Automation

•Automatically tag and score calls, and assign conversion values

• Connect agents more effectively without the expense of a traditional PBX system

• Conversation analytics

•Security features and access levels: HIPAA, GDPR, HITECH, PCI

•Multi-channel call center features

•Understand exactly which campaigns, ads, and keywords are driving calls and sales

•Agent productivity reporting and live dashboards

• Call manager tools and accessibility

•Supporting over 30,000 customers in more than 90 countries

  • 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
    • 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
  • Multi-channel - Omni Channel
    • Unified contact channels
    • Unified Administration
    • Unified Routing
    • Unified Reporting
    • Unified Comminications
  • PBX
    • IP PBX
    • VoIP Phone System
  • WEB Capability
    • Web Click-to-Call
    • Web Self - Service
    • Web Callback
    • WebRTC
  • Voice of the Customer
    • Survey Tools
    • Customer Journey mapping
  • Workforce Management
    • Workforce Scheduler
    • Automated Workflows
    • Support Languages
    • Multi Site Virtual Contact Center
    • Access by Individual User
    • Account for Holidays, Seasonality
    • Support Split shifts
    • Support Agent Preferences/bidding
    • Strategic what - if scheduling
    • Track and Support historical agent adherence
  • Performance Management
    • Compare employee performance against peers
    • Help identify strengths and weaknesses
  • Training and Coaching
    • agent coaching
  • 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
    • Virtual Contact Center Recording
    • Compliance monitoring
  • Language Capabilities
    • Multi Language Capabilities
  • Other
    • Sales force automation
    • Knowledge Management
    • Toll Free Numbers
  • Chat
    • SMS/Text
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • CRM Integration
    • Salesforce Integration
    • SugarCRM Integration
    • Other Consulting Services
    • Data Recovery Services

Directory Categories

  • ACD - Automatic Call Distributor Systems - Call Routing Software
  • Call Center Predictive Dialer Software
  • Cloud Contact Center Solutions
  • Contact Center Messaging Technology
  • Mobile Contact Center
  • Multichannel - OmniChannel Call Center Software
  • Unified Communications