Cloud Contact Centre Solution

DigiDesk’s Cloud Contact Centre Solution Seamlessly Manages Your Contacts Across Voice & Digital Channels

Digidesk Hosted Contact Centre

Through DigiDesk, your agents can transition seamlessly across Voice and Digital channels to answer, engage and respond to customers consistently and effectively.

Analysis & Insight

Every customer contact, across every channel, feeds into a series of Analysis wallboards showing buzz volume, trending topics and overall sentiment. Supervisor dashboards then offer a range of performance KPIs per channel.

Universal Queue

All customer contacts, across voice, email, live chat, WhatsApp and social media channels, enter our platform through a universal queue. Advanced workflow then distributes each contact effectively across a team of multi-skilled agents.

Agent Workplace

Agent workplace helps agents to review new contacts, conversation history, notes and customer details before responding through public or private messages and updating the record status. Full CRM integration is available.

Voice Channels

Manage voice enquiries through network-level IVR, call queuing and skill-based routing. All calls are tracked in real-time, with PCI-compliant payments, call recording and full use of agent workplace to manage, tag and resolve calls.

Digital Channels

With DigiDesk you can manage all your customer’s digital interactions (across Email, Chat, WhatsApp and social Media channels) through a team of dedicated or blended agents, with real-time stats, KPIs and performance reports.

Integrated CSAT

DigiDesk’s integrated CSAT solution, features post-interaction surveys available across voice, email, chat, WhatsApp and social media channels, enabling users to track agent performance and monitor customer satisfaction, across every touch-point.