Hosted Contact Center

Delightful Customer Experience and Agent Productivity Increase create a competitive edge in the marketplace. Explore Simple2Call global, scalable, and reliable hosted Contact Center:

  • Omnichannel - Voice, Chat, SMS, Video, WhatsApp, Email

  • Total Solution - ACD, IVR, Dialler, Analytics, CRM, APIs, PSTN

  • Higher productivity - Mobile CLI with powerful Dialler modes

  • Modern - Native WebRTC for Office & Work-From-Home Agent

  • Insightful - Rich Analytics and Scripting customisation tools

  • Compliance - Operate under DoT UL-VNO Access & ILD license

Simple2Call omni channel contact center

Our Value Proposition

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Reduce TCO

Expect lower cost for Platform & Connectivity

Increase Call Connect Icon Simple2Call

Increase Call Connects

20% more connect with Mobile CLI on Dialer

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One Stop Shop

CCaaS Managed service Platform & Connectivity

Test

Local & Global

6 India & 3 Global POPs 70+ countries local SIP Trunk

Test

Compliant WFH

CCaaS access via Internet, Ideal for remote workers

Regulatory Compliance Simple2Call

Regulatory Compliance

Operate under DoT UL-VNO Access & ILD VNO Licenses

Our Products

Omni-channel Platform

Omni Channel Icon Simple2Call

  • Simple2Call hosted Contact Center is a feature-rich omni-channel platform. The platform covers Voice, SMS, Chat, Video, Whatsapp, Email, screen share channels. The solution includes High performance Dialer supporting all preview, progressive and predictive modes complying to TCPA & OFCOM regulations. We have built-in CRM for you to quickly start managing your customer data and voice interaction management.

Flexible Architecture

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  • Our flexible system includes drag-and-drop reports, custom report builder, APIs to integrate Dialler with your digital assets e.g website leads automatically fed to dialler directly for a quick call back. Our unique scripting capability allows rolling out of new features without complex new version release/ upgrades. An Out-of-box integration is available with popular CRM/ ITSM such as Salesforce, Zoho CRM, Zoho Desk, ServiceNow. We support a quick URL based integration as well as deep integration like widget based integration with Zoho CRM, Salesforce wherein WebRTC agent softphone is embedded inside the CRM/ITSM unified interface.

DoT Compliance

Simple2Call DoT Compliance Icon

  • Complying to DoT OSP rules, Simple2Call Contact Center is available for India domestic as well as global inbound and outbound use cases. Hence it is an ideal choice for regulatory compliant provider for both contact center & voice connectivity. Operating under DoT UL-Access & ILD VNO License, Simple2Call Contact Center POPs are located in India, New York, London, Singapore.

PSTN Voice Connectivity

PSTN Icon Simple2Call

  • Our Voice connectivity offers comprehensive services like 1800, 1860, Landline and Mobile series DID, Outbound calling via Mobile CLI. Refer Calling for India and Global Calling for more details.

CCS Plans

Feature Set ACD ACD Pro ACD Pro + Dialer
Inbound
ACD Basic
ACD Advance
Voice Mail
Scripted Multi-level IVR
Visual Drag-and-Drop IVR
Outbound
Manual, Ad-hoc calling
Automated Dialer - Preview, Progressive, Predictive
Automated - IVR Blaster
Aculab AI based Answering Machine detection *
Inbound and outbound blending
User
PSTN Agents
VoIP Agents - Softphone, Hardphone
Built-in WebRTC Webphone
Mobile App - IOS, Android
Supervisor & Admin Tools
Recording & Quality Monitoring
100% call recording
Recording storage options
Integration with AWS S3
Callminer Integration for Automated Quality Scoring*
Digital
Omni-channel - Email, Chat, WhatsApp, Video
Screenshare and co-browse
Built-in CRM
Talking scripts
CRM Integration - Salesforce, Zoho
ITSM Integration - ServiceNow
ITSM Integration - Zoho Desk
APIs for Digital asset Integration
API for IVR integration with CRM/ Database
Google AI Text-to-speech Integration*
Advance Scripting
Analytics & Insights
Standard Reporting - Real time, Historical
Advance Reporting
Report Builder
General
Multi Tenant Platform
Customisation Professional Services
Hosted PBX

* This capability requires 3rd party license

Contact Center Suite Features

Inbound
Automatic Call Distribution Multi Queueing Skill Based Routing Sticky Agent
Help Request Voice Mail notification by Email Level based routing CLI per Queue
DNIS Script URL Integration Auto Attendant Origin Based Routing
Manual Outbound Database Integrations Advance Scripting Tools API Integration
Multi-Lingual IVR Drag-n-drop IVR Designer Google TTS Email/SMS Integration
Related Calls Schedule Based Routing Failover Routing In-Queue IVR
Outbound
Predictive Campaigns Progressive Campaign Preview Campaigns Multiplier Control
Multiple numbers per Contact Configurable user data fields Configurable call result fields Auto Call Result Detection
Configurable Auto Redial Rules Calling List Management Calling List Import/Export Calling List REST API
Scheduled Call Back Inbound-Outbound Blending Do-no-call List Management Multiple Workspaces
Aggressive Control IVR Blaster Assigned Agent Answering Machine Detection
Unified Communication
Omni Channel Agent Screen Share/Co-Browsing Chat/Email Agent Unified UI
Prompt Management Voice Mail Audio Conference Voice Mail
Contact List Shared Contact List Call Hunting Call Parking
IP PBX Auto Attendant Built-In CRM Agent Talk Script
Text-to-speech (TTS) Presence Advance Routing Plan Simultaneous Ringing
Reporting
My-Report Views Create Your Dashboard Real-time Reports Historical Reports
Create your reports Create your formulas Select your fields ACD Reports
Outbound Reports Agent Reports Call Reports Campaign Reports
Real-time Maps Sub-Reports Access Control Out-of-box Templates
Thresholds & Highlighters Charts DNIS Reports Inbound Reports
Users and Agents
WebRTC Phone SIP Softphone PSTN Phone SIP Hard phone
Unified Agent UI Widget Integration with CRM Idle Reason Codes Ready Reason Codes
Agent Groups Call Reason Codes Help (Seek Assistance) WFA Ready
My Stat View User Notification Internal Chat Calls-In-Queue Display
I-Frame for CRM Status Change on No-Answer Integrated WebRTC Phone Out Reason Codes
Supervisor
Real-time Status List view for Help requests Multi-Group Access Control User Management
Silent Monitoring Tutor Mode Join Conversation Real-time Report Access
Customize Report View Save Report View Select your fields Create Sub-Reports
Listen Recordings Read / Read-Write Access Historical Reports Access Custom Report Build
Recording
100% Recording Configurable by Group Configurable by Agent Temper Proof
Optional Local Storage Optional Call miner Integration Optional Auto Scoring of all calls Access Control
CRM Integration Privately Hosted Recording Secure Transfer AWS S3 Integration
Platform and Integration
Privately Hosted Integrated Telecom Service Multi-Geographic Deployment Default HA
URL Integration with CRM Salesforce Integrated Zoho CRM Widget Integration ITSM-Service Now Integrated
ITSM Zoho-Desk Integrated REST API Access Multi Tenant Platform APIs for Digital Integration

Case Study

How one of the largest Indian & global IT services companies uses Simple2Call global contact center solution

Global IT services company provide digital transformation and product software development support services to Fortune 500 clients, governments, large utilities & other service organisations. They provide a turn-key s solution of software development bundled with technical support desk. The desk requires contact center platform with global toll free, DIDs, 2-way DID calling. Study how Simple2Call helped one of the largest IT Companies in the world to differentiate their services basis our technology solution, agile delivery, IT security, dependable support and DoT compliances for India end delivery.

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Insurance Case Study Icon Simple2Call

Case Study

How one of the largest general insurance companies improved its cost of operations

India has low Insurance services penetration compared to the developed countries. With great business potential offered by India market, we see Insurance service providers grow from few handful to a large number. Differentiating in such crowded market is a key challenge for any insurance provider. One obvious customer ask is to have 24x7 easy, accessible support desk. Learn how Simple2Call helped a large Insurance provider to overcome challenges from its incumbent CCaaS provider during and after pandemic.

Contact Us

To discuss your needs and work out a customised solution, please contact our solution experts on
+91 8652908400 or sales@simple2call.com or click to drop your details.