Handle various inbound requests
Product or technical support
Upgrade & Renewals
Payment & order processing
Customisable advanced features
Queue management configurations
Automated Call-backs with pattern detection
Intelligent Call Routing & Recording
Software/ CRM API Integrations
SMS post-call survey
Real-time activity & performance reports
Suggested responses & note-taking
Omnichannel & call control functions
Supervise from anywhere
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.
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
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
View omni-channel conversation histories & have CRM customer info pop up immediately when the call connects for personalised, context-driven interactions.
Build agile operations
Full awareness of dynamic contact centre conditions & resource availability in real time for quick handling & facilitation of accurate long-term planning.
Increase business revenue
Fast query resolutions coupled with increased resource efficiency leads to higher customer satisfaction. This in turn drives customer retention & higher CLV.
Enhanced customer experience
Calling ABC pte ltd...
Please visit www.abc.com/ivr to enjoy a visual menu experience
Customer calls your company
Customer receives message with link to visual IVR
Customer hears IVR message
Customer chooses visual IVR & keys in his number
Customer clicks link to visit visual IVR menu
Check your plans
Get a new plan
Ask a question
Press 1 to continue or
Press 2 to type in your number for a visual IVR experience
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
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
✔ Mobile browser optimised with conversational chatbot
✔ Routing to support agents in real-time to have live chats
✔ After office hour notifications for different chat flow
✔ Shows customer info like the page he is on, device operating system & browser
✔ Allows agents to add private notes or upload private files for each chat.
✔ Same canned responses & backend functions as WhatsApp for consistency
An inbound contact centre second to none
"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."
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.