The Industry’s Best Inbound Contact Centers

For more than two decades, Conduit Global has helped companies provide stellar customer service with the industry’s best inbound contact center solution. We can deploy large-scale environments of up to a thousand agents: these deployments can be leveraged with our cloud contact center technology platform as the foundation of your inbound solution.

Seamless Integrations With Open APIs

Our technology extends your current processes with open APIs that require no development or deployment time yet deliver personalized customer experiences. Pre-built, RESTful APIs enable advanced integrations with other applications and services, while web services for direct database access offer flexibility beyond out-of-the-box integrations. Native integration with leading CRM platforms such as Zendesk, Service-Now, Oracle Right-Now and Salesforce extend the omnichannel functionality within the core CRM interface.

Calls To The Right Agent At The Right Time

Agents are only effective when they handle interactions for which they’re qualified. Our ACD routing and inbound tools help you deliver incoming and ongoing interactions to the right team member at the right time. Use our advanced skills-based routing capabilities to prioritize agents for certain call types, or to send calls to specific queues. You can also create treatments to reduce hold times, and to ensure your callers reach the right agent sooner.

Intelligent IVR

Conduit Global’s feature-rich intelligent IVR, with voice biometrics and visual mobile IVR, supports effective self-service: it enables you to identify callers and to collect relevant data for precise routing, segmentation and prioritization. We give you robust, sophisticated inbound voice applications, all of them simple for your callers to use.

The Right Tools For Quality Assurance

Tools for supervisors to track performance and monitor service levels for caller satisfaction and maximum agent efficiency: your supervisors can monitor calls in three different ways and grade agents in real-time or offline. Our technology also enables you to conduct after-call surveys, with responses arranged in historical reports for individual agents, teams and service queues.

 

FEATURES

✓ OMNICHANNEL ROUTING
✓  PRIORITY ROUTING
✓  CALL WHISPER, BARGE IN
✓  CONTACT RECORDING
✓  360° JOURNEY MAPPING
✓  SELF-SERVICE IVR
✓  CALL BACK ASSIST
✓ SKILLS BASED ROUTING
✓  SAME REGION ROUTING
✓  MONITORING / COACHING
✓  SCREEN CAPTURE
✓  POST-CALLS SURVEYS
✓  UNIFIED AGENT DESKTOP
✓  REMOTE AGENT
✓ REALTIME REPORTS
✓  SENTIMENT ANALYSIS
✓  TEXT TO SPEECH
✓  CTI SCREEN POP
✓  CRM INTEGRATIONS
✓  SOFTPHONE
✓  DRAG AND DROP CONFIG