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Manage remote agents & high call volumes with a feature-packed inbound contact centre solution.

Delight Customers with a Flexible Inbound Call Centre

Handle various inbound requests

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Product or technical support

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Sales Enquiries

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Upgrade & Renewals

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Appointment Scheduling

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Payment & order processing

Customisable advanced features

Queue management configurations

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Automated Call-backs with pattern detection

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Real-time activity & performance reports

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Intelligent Call Routing & Recording

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Software/ CRM API Integrations

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Suggested responses & note-taking

SMS post-call survey

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Omnichannel & call control functions

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Supervise from anywhere

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View agent & queue statistics

Track real time staffs' SLA, current no of calls in queue, average wait time, call durations to make fast decisions when neccessary.

Take over calls

Whisper mode coaching, spy listen on calls, barge-in on them when needed for agent training and monitoring.

Optimise resources & schedules

Adjust the break time between calls to prevent long holding times for customers & view peak periods to deploy more staff.

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Exceedingly scalable

Enable self service

Deal with high call volume without needing to hire extra manpower with virtual line auto-attendants. Direct customers to self-help resources for repetitive enquiries through sending SMS links.

Segment & prioritise interactions

Prioritise interactions to be answered first based on business value. Differentiate requests to match callers with proficient agents via skill-based routing. Resolve issues faster with helpful support.

Attend to customers after-office hours

Easily use a visual interface to configure different call flows for holiday or after-office hours with automated greetings.

Full mobility & reliability

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Allow customers to reach you on multiple platforms

View support tickets (call, sms, whatsapp, webchat) from multiple channels on a single platform for efficient handling.

99.9% Uptime assurance

Multiple redundant servers around the globe for all of our communication technologies. 99.9% uptime guarantee.

Multi-device & legacy system compatible

Empower employees to work remotely & access apps on their favourite devices without losing control over their activities.

Better business outcomes

Enhance customer loyalty
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View omni-channel conversation histories & have CRM customer info pop up immediately when the call connects for personalised, context-driven interactions.

Build agile operations
agile operations inbound contact centre.

Full awareness of dynamic contact centre conditions & resource availability in real time for quick handling & facilitation of accurate long-term planning.

Increase business revenue
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Fast query resolutions coupled with increased resource efficiency leads to higher customer satisfaction. This in turn drives customer retention & higher CLV.

Enhanced customer experience

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Calling ABC pte ltd...

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Hi:

Please visit www.abc.com/ivr to enjoy a visual menu experience

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Customer calls your company

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Customer receives message with link to visual IVR

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Customer hears IVR message

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Customer chooses visual IVR & keys in his number

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Customer clicks link to visit visual IVR menu

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Check your plans

Get a new plan

Ask a question

& more!

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Hello there...

Press 1 to continue or

 

Press 2 to type in your number for a visual IVR experience

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Next generation, voice & visual IVR communication via call
Solve queries in no time

Customers can read the main points from the visual IVR messages immediately, rather than listening the entire speech.

Designed for CRM integration

Directly read tickets or answer them via your CRM and have conversations logged immediately into their customer records

Friendly visual IVR builder

Craft the perfect call or visual flow experience with a simple user interface that does not require coding.

Strengthen your support system

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WhatsApp Ticketing System

✔ Support a single corporate WhatsApp with an infinite no. of agents behind the scenes

✔ Ticket can be handled by multiple agents while appearing as the same agent responding

✔ Supervisor assignment or round-robin routing of tickets to available support agents

✔ Set template messages to be quickly used by support staff for consistent service standards

✔ Reference to past or closed cases for context

✔ Masking of customer information to agents, for privacy purposes

Web chat widget for website

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✔ Mobile browser optimised with conversational chatbot

✔ Shows customer info like the page he is on, device operating system & browser

✔ Routing to support agents in real-time to have live chats

✔ Allows agents to add private notes or upload private files for each chat.

✔ After office hour notifications for different chat flow

✔ Same canned responses & backend functions as WhatsApp for consistency

An inbound contact centre second to none

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"We used SpiderGate's call centre solution due to its comprehensive inbound & outbound functionalities. Through it, our local agents can receive enquiries from customers & delivery drivers.  When the call volume gets too busy to handle,  we transfer it to a secondary call centre in our Philippines office, which is also set up by SpiderGate. The text to speech messages & interactive call flow also enables our customers to self-service."

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Logistics & Retail Company

Get the better client experience

Free product demo

No hard selling if you don't need the features

 Money back guarantee, no questions asked.