Powerful Voice Suite for Modern Operations

Challenges and Solutions

Why Choose the Arcsip Communication Suite?

Challenges
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High call volumes lead to long wait times and missed interactions

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No visibility into call performance hinders quality control.

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Manual call handling increases operational workload

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Scaling a support system is complex and expensive.

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Solutions
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With ACD and skill-based routing, Arcsip’s inbound call management optimizes agent allocation and minimizes wait times.

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With call recording, monitoring, and auditing, you will gain full transparency for training, compliance, and quality assurance.

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IVR & self-service menus allow customers to get instant answers to common questions 24/7. This reduces agent time and empowers customers.

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Advanced queue management and automated outbound dialing simplify workflows, boost agent productivity, and make cost-effective scaling support.

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Platform Advantage

Key Features & Benefits

Connect smarter with powerful voice capabilities that reduce delays, increase agent efficiency, and support your growth at every stage.

Inbound Call Handling
Inbound Call Handling
Automatic Call Distribution (ACD):

Routes calls to the right agent based on skills and availability for faster resolutions.

Interactive Voice Response (IVR):

Offers self-service menus that help customers resolve issues quickly and reduce overall call volume with ease

Outbound Calls
Outbound Calls
Predictive, Preview & Manual Dialing:

Empower agents with efficient dialing options that reduce idle time and improve contact rates during outbound calls.

Campaign Management:

Easily manage and launch outbound call campaigns for marketing, surveys, and reminders with built-in automation.

Call Recording
Call Recording
Full & On-Demand Recording:

Capture every call, inbound or outbound, securely with flexible recording options to support training and compliance.

Search & Playback Interface:

Quickly locate and replay past calls using filters and search tools, ideal for quality checks and agent reviews.

IVR & Self-Service IVR
IVR & Self-Service IVR
Multi-level Menus:

Guide customers to the right department or solution with a structured, easy-to-navigate menu flow.

Personalized Prompts:

Deliver customized messages based on caller data, creating a more relevant and user-friendly IVR experience.

ACD & Skill-Based Routing
ACD & Skill-Based Routing
Smart Agent Matching:

Easily route customer calls to the most qualified agents based on their expertise, ensuring faster and more accurate resolutions. Whether it's language preference, product knowledge, or technical expertise. Smart agent matching improves both customer satisfaction and first-call resolution rates.

Load Balancing:

Load balancing ensures consistent service by distributing call traffic across agents, reducing wait times, and preventing overload. It adjusts to changing call volumes, maintaining high service levels and agent productivity, even during busy times.

Queue Management
Queue Management
Real-Time Queue Monitoring:

Track live queue status and make quick adjustments to maintain service levels.

Callback Option:

Let customers choose a callback instead of holding, improving satisfaction and reducing drop-offs.

Call Monitoring & Audit
Call Monitoring & Audit
Live Monitoring

Supervisors can listen to calls and guide agents in real-time without disrupting the customer.

Barge-In & Takeover:

Instantly join live calls to manage escalations and urgent issues effectively.

Audit Logs & Compliance Tools :

Keep detailed call activity logs to meet quality, training, and data protection standards.

Integrated Analytics & Reporting
Integrated Analytics & Reporting
Real-Time Dashboards:

View live KPIs like call volume, wait time, and agent performance to improve decision-making.

Custom Reports:

Generate detailed reports by team, channel, or queue to track trends and optimize workflows.

Industry Benefits

Industry-Specific Use Cases

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Retail & E-commerce

Use automated outbound calls and IVR to handle order updates, follow-ups on abandoned carts, and delivery alerts which enhance customer experience.

Tickets Drop

30%

Tickets Drop

Purchases Increase

20%

Purchases Increase

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Healthcare & Telemedicine

Automatically send secure reminders for appointments, medication refills, and follow-ups, while ensuring HIPAA compliance through call recording and audits.

No-shows Drop

40%

No-shows Drop

HIPAA Improved

3x

HIPAA Improved

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Banking & Financial Services

Leverage skill-based routing to automate fraud alerts, KYC verification, and loan processing, boosting agent efficiency and customer confidence with compliant monitoring.

Verification Speeds-up

50%

Verification Speeds-up

Customer Satisfaction

25%

Customer Satisfaction

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Travel & Hospitality

Send automated booking confirmations, cancellations, and feedback surveys, prioritizing VIP guests through skill-based routing and queue controls.

Guest Communication Improves

45%

Guest Communication Improves

Upsells Increase

20%

Upsells Increase

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BPO & Customer Support

Centralize inbound and outbound calls across multiple clients, using call monitoring, whisper coaching, and audit logs to ensure quality and SLA compliance.

Agent Efficiency Up

60%

Agent Efficiency Up

Resolution Time Decrease

35%

Resolution Time Decrease

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Testimonials

Trusted by Businesses Like Yours

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“ It is a long established fact that a reader will be distracted by the readable content of a page when looking at its layout. The point of using Lorem Ipsum is that it has a more-or-less normal distribution of letters, as opposed to using making it look like readable English. Many desktop publishing packages and web page editors now use Lorem Ipsum as their default model text ”

Matt Williams, Long established fact that a reader
March 21, 2024

“ It is a long established fact that a reader will be distracted by the readable content of a page when looking at its layout. The point of using Lorem Ipsum is that it has a more-or-less normal distribution of letters, as opposed to using making it look like readable English. Many desktop publishing packages and web page editors now use Lorem Ipsum as their default model text ”

Sarah Johnson, Business Owner, NYC
April 02, 2024

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