our solutions

Contact Center

overview

What is a Contact Center?

Major shifts in customer expectations have brought new challenges to the way your business delivers customer experience. 90 percent of consumers check your website before interacting with your company, and most customers would rather interact through digital channels like web chat, SMS, chatbots and social media.

Databit’s Contact Center solution is designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them while giving agents and supervisors the tools to manage today’s omnichannel customer journeys.

How consumers interact with Brands

regularly use their smartphone to pay for goods/services

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regularly use their smartphone to pay for goods/services
feel it is their responsibility to share feedback

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feel it is their responsibility to share feedback
want real time social media interaction

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want real time social media interaction
would prefer purely online customer service

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would prefer purely online customer service
want multi-channel customer service

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want multi-channel customer service

Our Multi Channel Contact Center solution will help you succeed. Let’s get started

Solutions

Comprehensive solution include

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    Interactive Voice Response (IVR)

    IVR is designed to help companies intelligently manage callers, provide speech-enabled and self-service options, guide callers to the correct destination and deliver announcements to callers in queue such as expected wait time and position in queue.

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    Omnichannel Customer Experience

    links customer contacts across all voice, digital media and open media interactions to provide a unified view of all interactions from one interface.

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    Multi-Channel Routing

    Use of visual workflow to provide more flexibility in configuring how email, chat, and SMS contacts are routed, messaged, and served

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    Real-Time Reporting

    Supervisors can monitor all queues and will be able to pick up contacts from queues and push them to other queues or agents

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    Web Chat

    Leverages your corporates websites workflow configuration and it also comes with pre-configured chat overlay templates, with option to add custom code for further customization

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    SMS Text

    Full support for native SMS media, which can be used for inbound, outbound, and self-service interactions all managed through agent desktop.

Benefits

Our services provide a unique range of benefits

  • ALL-IN-ONE SIMPLICITY

    Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.

  • DESIGN WITH EASE

    Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.

  • EFFORTLESS ADMINISTRATION

    Provision and manage users from all business units through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.

  • INFINITE EXTENSIBILITY

    Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

  • INCREASE PRODUCTIVITY

    Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.

Transforms traditional call centers into a sophisticated digital customer experience centers. Let’s get started

Databit Limited fully support our systems and have competent staff on call for any emergencies. To date their services have been satisfactory. They are reliable and dependable.
- International Committee of the Red Cross -
Partnership

Databit Limited x Mitel

Throughout nearly 50 years of industry leadership, innovation has been core to Mitel’s DNA – helping us continuously evolve to meet customer needs and drive the industry forward. That passion has led to Mitel been a four-time Gartner Magic Quadrant Leader for Unified Communication.

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Customers worldwide

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patents & applications
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