Utilise this across all your channels of communication.
Advanced AI Technology
Set automatic reminders to alleviate to do lists & provide consistent interactions with your customers.
Auto Reminders
Automatically reply to emails & direct messages through all channels, to allow you to follow up flawlessly, never miss a single customer again.
Auto Reply
Create automated workflows based on a series of pre-defined business rules where human tasks or documents are routed between people or the system.
Automated Workflows
Send automatic follow up SMS, helping you to save time, deliver a better customer experience.
Automatic follow-up SMS
Automatically upload your call recordings and uploaded files through to Amazon S3, Microsoft Azure or Google Cloud.
Automatic File Synchronisation
Our 2-way open API allows us to integrate with any software with the same capabilities. Giving you more information in one place.
Complete API
Create powerful knowledge-based articles to allow your customers to get answers to their questions quickly.
Knowledge based articles
Allow your customer to selflessly transition between channels. Switch from a Facebook messenger conversation to a phone call or even a WhatsApp message. Giving your customers a seamless customer service experience through their preferred channels.
Omnichannel Self-Service
Create pre-written templates for customer support, sales & marketing. From traditional phone & email channels right across social media channels to Reply faster & boost customer satisfaction.
Pre-canned responses
Create your own custom intuitive business rules & workflows without coding logic. Increase efficiency & productivity whilst giving your business agility.
Powerful Rules Engine
Proactively prompt your customers to initiate a live chat based on the page they’re visiting.
Webchat Prompts
Advanced AI Technology
Utilise this across all your channels of communication.
Auto Reminders
Set automatic reminders to alleviate to do lists & provide consistent interactions with your customers.
Auto Reply
Automatically reply to emails & direct messages through all channels, to allow you to follow up flawlessly, never miss a single customer again.
Automated Workflows
Create automated workflows based on a series of pre-defined business rules where human tasks or documents are routed between people or the system.
Automatic follow-up SMS
Send automatic follow up SMS, helping you to save time, deliver a better customer experience.
Automatic File Synchronisation
Automatically upload your call recordings and uploaded files through to Amazon S3, Microsoft Azure or Google Cloud.
Complete API
Our 2-way open API allows us to integrate with any software with the same capabilities. Giving you more information in one place.
Knowledge based articles
Create powerful knowledge-based articles to allow your customers to get answers to their questions quickly.
Omnichannel Self-Service
Allow your customer to selflessly transition between channels. Switch from a Facebook messenger conversation to a phone call or even a WhatsApp message. Giving your customers a seamless customer service experience through their preferred channels.
Pre-canned responses
Create pre-written templates for customer support, sales & marketing. From traditional phone & email channels right across social media channels to Reply faster & boost customer satisfaction.
Powerful Rules Engine
Create your own custom intuitive business rules & workflows without coding logic. Increase efficiency & productivity whilst giving your business agility.
Webchat Prompts
Proactively prompt your customers to initiate a live chat based on the page they’re visiting.
Call Routing.
Reduce wasted time on the phone for both your team & your customers by intelligently routing calls to the correct agents. Match customers with agents whilst reducing call times.
Route your enquiries through to the best skilled advisor for each and every enquiry. Set priorities on both channels and departments to ensure your most important enquiries are answered first.
Advanced Skills Based
Choose how you wish your transfer calls to another agent or department. During busy periods blind transfer calls to free up users or warm transfer the call when an introduction is needed.
Call Transfers
Make sure your important conversations such as phone calls are answered immediately by selecting which channels take priority over others.
Channel Priority
Build complex phone trees with our simple easy-to-use tool. From Press 1 for Sales and 2 for Support, all the way through to natural language processing with neural networks – QContact helps build the exact functionality you need with ease. Write once for one channel and use them across all channels such as Calls, WhatsApp, Facebook and Live Chat.
Complete IVR Builder
Instantly add multiple users into your conversation where required to get immediate advice or support on more complex queries.
Conference Calls / Three-way Calls
You can choose how many enquiries of each channel type your staff can handle at once. For example, you may want users to handle 3 live web chats at once, but only 1 phone call at a time.
Custom Interaction Capacity
Tag every interaction with a disposition so you can track what enquires are coming and their outcomes without having to read or listen to every interaction. Understand the main reasons your customers contact & through which channel they contact you, so that can analyse, plan & deliver extra support.
Dispositioning
If a department is busy or closed, you can automatically divert the call to another department or external number.
Divert Rules
Intelligently route calls through via a voice response system of pre-recorded messages to put customers through to then the correct department without having to speak to a switch board. Our IVR can also give your customers the option to switch simple queries to your webchat or even your WhatsApp during busy periods. Speeding up wait times, putting customers to the correct department whilst eliminating queries that can be answered quickly through your FAQ’s on your chat bot or website, even out of hours.
IVR
Allow your customers to save their position in the queue without having to wait on hold.
Leave message in the queue
Let your customers know how long their call will take to be answered with ease.
Play queue position & estimated wait time
Look for keywords in your customer communication to automatically redirect or prioritise their message. For example, you may want to prioritise any communication with the word “refund” in over general enquiries.
Routing Rules
Automatically open and close your departments on a schedule through our advanced scheduling tool across all your different contact channels. Allowing to pre-set voicemails, automatic replies & AI technology. Example: Bank holidays & Christmas. Also, automatically set schedule overrides for public holidays or training in advance.
Schedule Hours & Exceptions
Trigger actions on a regular schedule automatically. For example, to update a policy renewal date every 12 months.
Schedule Workflows
When handling channels such as WhatsApp where you are waiting for a customer to respond, you can easily snooze/park the conversation waiting for the reply freeing up your staff’s time to handle other enquiries.
Snooze function
Filter incoming emails and web call-backs for spam to save your agents time dealing with junk.
Spam Filter
Advanced Skills Based
Route your enquiries through to the best skilled advisor for each and every enquiry. Set priorities on both channels and departments to ensure your most important enquiries are answered first.
Call Transfers
Choose how you wish your transfer calls to another agent or department. During busy periods blind transfer calls to free up users or warm transfer the call when an introduction is needed.
Channel Priority
Make sure your important conversations such as phone calls are answered immediately by selecting which channels take priority over others.
Complete IVR Builder
Build complex phone trees with our simple easy-to-use tool. From Press 1 for Sales and 2 for Support, all the way through to natural language processing with neural networks – QContact helps build the exact functionality you need with ease. Write once for one channel and use them across all channels such as Calls, WhatsApp, Facebook and Live Chat.
Conference Calls / Three-way Calls
Instantly add multiple users into your conversation where required to get immediate advice or support on more complex queries.
Custom Interaction Capacity
You can choose how many enquiries of each channel type your staff can handle at once. For example, you may want users to handle 3 live web chats at once, but only 1 phone call at a time.
Dispositioning
Tag every interaction with a disposition so you can track what enquires are coming and their outcomes without having to read or listen to every interaction. Understand the main reasons your customers contact & through which channel they contact you, so that can analyse, plan & deliver extra support.
Divert Rules
If a department is busy or closed, you can automatically divert the call to another department or external number.
IVR
Intelligently route calls through via a voice response system of pre-recorded messages to put customers through to then the correct department without having to speak to a switch board. Our IVR can also give your customers the option to switch simple queries to your webchat or even your WhatsApp during busy periods. Speeding up wait times, putting customers to the correct department whilst eliminating queries that can be answered quickly through your FAQ’s on your chat bot or website, even out of hours.
Leave message in the queue
Allow your customers to save their position in the queue without having to wait on hold.
Play queue position & estimated wait time
Let your customers know how long their call will take to be answered with ease.
Routing Rules
Look for keywords in your customer communication to automatically redirect or prioritise their message. For example, you may want to prioritise any communication with the word “refund” in over general enquiries.
Schedule Hours & Exceptions
Automatically open and close your departments on a schedule through our advanced scheduling tool across all your different contact channels. Allowing to pre-set voicemails, automatic replies & AI technology. Example: Bank holidays & Christmas. Also, automatically set schedule overrides for public holidays or training in advance.
Schedule Workflows
Trigger actions on a regular schedule automatically. For example, to update a policy renewal date every 12 months.
Snooze function
When handling channels such as WhatsApp where you are waiting for a customer to respond, you can easily snooze/park the conversation waiting for the reply freeing up your staff’s time to handle other enquiries.
Spam Filter
Filter incoming emails and web call-backs for spam to save your agents time dealing with junk.
