CONTAQUE™ is a comprehensive customer contact product that seamlessly integrates with your existing voice and data systems, whether VOIP or TDM or a mix of both.

It delivers a world-class application that not only automates the handling of failed calls but also offers :

• Campaign Development tools, Web Scripting, Call Popup.
• Offers Manual, Preview, Progressive and Predictive Dialing.
• Recording, Chat Feature (priced extra).
• Call Processing facilities, Ring and Non-Ring Features (where music on idle and even mp3s can be played).
• Real-Time statistics & reporting, Graphical Reporting (priced extra).
• All designed to maximize agent productivity and enhance the overall efficiency of your contact center.
• It comes with a powerful, accurate, and flexible Answering Machine Detection, a must have tool to survive today’s cutthroat communications market.
• Remote monitoring, Barging etc.

• Run Multiple Campaigns Simultaneously!
  Run separate campaigns on the server simultaneously.
• Supports AMD & SIT Frequency Detection!
  Auto Detection of Fax Machine, Answering Machine, Busy Tone and Telco Tones.
• Supports Multiple Dialing Methods!
  The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Progressive, Preview or Manual Modes.
• Sophisticated Call Processing features!
  Dial Next Number, 100 % digital call recording, Park Call, Web Call Back, Call Transfer, Third party Verification, Music or Message on hold etc.
• Facilitates Calls Recording and Conferencing!
  Supports 100% digital agent wise call recording and multi party call conferences.
• “Real-time" Statistics and Reports (CDRs)!
  The system displays both campaign and all agent statistics and reports easily. Facilitates remote (Web based) monitoring of real time traffic and statistics.
• DNC Upload/ Search/Delete Options!
  Contaque™ provides you a simple and foolproof mechanism to upload DNC list, search whether a number is in DNC list or not and delete any specific DNC number from the list.

• CONTAQUE™ Voice Logger Solutions [VL] :
  Contaque™ Voice Logger takes care of voice recording only while agent make manual calls with added features of call conferencing and call barging. There is no auto dialing and progressive dialing with voice logger. VL comes bundled with ATA box per seat if the number of seats are more than 10.
• CONTAQUE™ Entry Level Solutions [EL] :
  Contaque™ Entry Level Solution helps call center in automating the dialing process without predictive dialing and AMD.
• CONTAQUE™ Advanced Level Solutions [AL] :
  Contaque™ Advanced Level Solution automates the dialing process and at the same time does predictive dialing for the agents and detects answering machine and fax machine tone and does not transfer the call to agents.
• CONTAQUE™ Blended Solutions [BS] :
  Contaque™ blended Solution takes care of Inbound and outbound calling needs of the call centers with inbuilt features of predictive dialing, AMD, IVR and ACD. By Contaque™ blended Solution an agent has ability to take both inbound and outbound calls in one session.
• CONTAQUE™ French Version :
  Contaque™ is the first Contact Center Solutions which has a French Variant. All Agent Screens & Admin is available in French language & the solution is already implemented in a Call Center in Mauritius.

Multiple Dialing Methods
The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Progressive, Preview or Manual Mode. The Predictive has the following categories:- The normal dialing over a number of lines for Active agents as per the set Pacing. Dial predictively up to the dropped percentage and then not allow aggressive dialing once the drop limit is reached until the percentage goes down again. Allows for running over the dropped percentage in the first half of the shift (as defined by Call Time selected for campaign) and gets more strict as the shift goes on. Average method tries to maintain an average or the dropped percentage not imposing hard limits as aggressively as the other two methods.

Seamless Predictive Dialing
Most advanced dialing system capable of connecting to the agent at the shortest time. Optimized to minimize the wait time of agents between live calls, Supports Answering Machine and S.I.T. Frequency Detection enabling Auto Detection of Answering Machine, Busy Tone and Telco Tones.

Multiple Campaigns
Runs multiple campaigns simultaneously. Each campaign can be assigned its own unique set of agent scripts and call disposition codes that agents use when calls are completed. It also supports Broadcast Campaign for Outbound Solution that plays an IVR to the customer and if the customer is interested he can go ahead with the call or else can disconnect it. Also facilitates Lead churning and automatic Lead Recycling within a campaign.

PC-Based Telephony, Call Processing features
Facilitates basic telephony functions such as dial, answer, transfer, hold, conference, auto-wrap-up and record calls – all from the PC workstation and without using the telephone.

Call Recording, Monitoring and Conferencing
Manages 100 % digital recording of conversations between call center agents and contacts. Monitor calls discretely, agent wise calls recorded to the database for real time and future reporting and analysis. Supports three party call conferencing or agents can transfer calls. Apart from this there is a TPV option available that automatically connects to the pre-feed number for conference purpose.

Database Integration
The software is controllable by, and can be integrated with, host or legacy Database Systems and CRM’s via its flexible interface.

Real Time Call and Agent/Campaign Reporting (CDRs) :

• Displays both campaign and agent wise reports and statistics.
• Monitors call progress in real-time as well as dispositions and results simultaneously.
• Keeps track of multiple events as it dials, including agents log in/log out, online reports, agent wise reports, campaign wise reports, disposition reports, etc.
• Provision of Carrier Switch CDR Reconciliation Reports.
• Supports Remote (Web based) monitoring of real time traffic and statistics.
• Facilitates basic telephony functions such as dial, answer, transfer, hold, conference and record calls – all from the PC workstation and without using the telephone.

• Engage in personalized, efficient interactions that produce a positive experience and promote future sales opportunities.
• Maximize productivity and provide premium service to customers using predictive dialing and sophisticated call processing tools.
• Effectively manage campaigns using flexible, robust list management & decision support tools.
• Improve agent efficiency and Reduced idle time - Significant reduction of unproductive agent time.
• Leverage existing investments with Computer Telephony Integration (CTI) and third-party product integrations.
• Increase productivity by ensuring agents spend their time talking to customers and prospects, rather than non- live contacts.
• Employ security measures that support adherence to corporate and industry regulations.

The Agent Interface allows agents to easily view Customer Information clearly and quickly on their monitor. It also shows the call status, time, channel details and recording status. This "one-click" interface allows the agent to maximize time efficiency and maximize call volume. It also allows agents to select from Multiple themes for appropriate look and feel during login time.

• Agents take and disposition calls, schedule callbacks, capture contact information and notes, and update legacy databases.
• They have access to sophisticated call processing features such as Start Recording (Record Call) & Transfer – Conf (Call Transfer).Agents can park (pause) a call, with Music or Message On Hold facility.
• They can set up conferencing of calls to third parties as well as receive inbound calls and "make" predictive or automatic calls. All this can be done from a single, simple user interface.

• CONTAQUE™ supports complete Blended (Inbound/outbound) solutions.
• CONTAQUE™ inbound solution is an industry standard solution, complete with configurable IVRS, Automatic Call Distribution (ACD), If the caller reaches an IVRS where transfer of call is required, the call is transferred to an eligible agent through Automatic Call Distribution System.
• Advanced call handling features and easy integration with client CRM.
• Records with details like Calling Number (Needs CLID support by the phone line provider), Called Number, Called Extension, Call Start Time, Duration of the call, etc.
• DynamicRouting – skill based, Priority based. If the caller does not select an option, the call If all the agents are busy, the call is put on park with music (or any sound file) till an agent becomes.
• Can hold Customer with some greetings message and any music, a caller put on hold either by the system or by an agent will get this message (any sound file).
• Integrate your Existing Database, CONTAQUE™ provides you with an Interface that enables your agents to view details of the calling party.
• Missed calls, abandoned call notification and reporting.
• System generated Call Details.
• Available. Automatically Transfers to a default group of agents.
• Multi level call flow options.
• Plays messages, IVR broadcasting- greetings, announcements, advertisements.
• Customizable to meet any business requirements.
• Auto attendant.
• CallerID display.
• IVR Integration.
• Integrated Voice Response System can be integrated with Contaque with required IVR Flow.
• Call Queuing, Call parking with callerID.
• Inbound Report.
• Additional Report for like Park Report, Closely Hourly Report, Graphical Report.
• Database Integration.

• International Call Centre
• Outbound Domestic Call Centre
• Inbound Solutions