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Call & Contact Centers

Discover how we can help you generate incredible experiences far superior to your competition.

Overview of a Call and Contact Center solution

Maximize the long-term value of the relationship with each of your customers.

TOGA Customer Services has…

More than 15 years implementing custom-made suits for Call and Contact Centers in Mexico.

The following charts show where our Call and Contact Center solution fits into your company.

Back Office

Your back-end IT systems, such as an ERP or systems for managing your company’s resources.

CRM

Your systems for managing relationships with prospects, clients, projects and more…

Contact Center

Voice, video, and/or data communication systems: IP PBX, IVR, email, chat, videoconferencing, and much more… with TOGA Customer Services.

Comparison Contact Center On Premise vs Cloud

This is the comparison of benefits of two models in which you can implement your Call/Contact Center

On-Premise Contact Center

Benefits and advantages of on-site infrastructure.

On-Premise Benefits
  • The hardware and software infrastructure is located in your own data center.
  • The security and integrity of your information are under your control.
  • You have total control and flexibility over the infrastructure.
  • You can combine functions and services from business applications.
  • If necessary, you have the ability to move your service with ease.
On Premise Benefits
  • High availability
    Manages and ensures optimal, active operation at all times.
  • Dedicated resources
    The platform is available to provide you with exclusive service, and specialists can attend to your requirements in a dedicated manner.
  • Large-scale projects
    A platform ready to incorporate growth in infrastructure, operations, and functionality.
  • Immediate on-site management
    The platform can be managed by your own specialists, ensuring you can serve your customers or users exactly as you define.
Are you interested in an on-premise solution?
Get a free consultation with one of our account executives.
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Cloud Contact Center

Benefits and advantages of a cloud deployment

Cloud Benefits
  • Your entire call center via an Internet connection.
  • A great option for any company that needs the power of a call or contact center.
  • We handle the data center, which represents a low capital investment.
  • Scale your technology resources in step with your business's growth.
  • Try before you buy (DEMO).
Cloud Benefits
  • Low cost
    Use all the functionalities of a Call / Contact Center without investing in infrastructure.
  • Simple implementation
    Extremely agile solution to implement and integrate into the operation of your business.
  • It doesn't take up space.
    Infrastructure available through the cloud, you only need end-points, IP phones, headsets, etc.
  • Without dedicated staff
    The administration and maintenance of the infrastructure are entrusted to the special care of our experts.
¿Te interesa una Solución Cloud?
Get a free consultation with one of our account executives.
Speak with a consultant

TOGA Business Cloud Contact Center

Integrate your workforce into a single interface. One place, multiple interactions, multiple skills.
Predictive Dialer
Inbound Calls
Outbound Calls
Email
Chat
SMS

It is possible to handle more than one interaction across different media—multiple simultaneous communications between an agent and a customer.

These interactions take into account skills, contact history, and priority, regardless of the contact channel. Interactions can be assigned manually, or their priority order can be changed.

Interactions are organized using scenarios:

For voice calls, scenarios combine IVR and routing into a seamless call flow—spanning everything from identification, segmentation, and service selection to call distribution and surveys.

For high call volumes, our virtual queue allows customers to hang up and receive a callback once a representative becomes available.

IVR and other channels are controlled by scenarios consisting of easy-to-use blocks, combining workflows using a “drag-and-drop” interface.

Increases agent productivity during outbound dialing. Supports predictive, preview, and automatic dialing modes.

List management capabilities include filtering, consent expiration, automated import/export, and more.

The campaign operator dashboard allows for real-time monitoring and control of campaign execution.

  • Right-party contact scenarios
  • Geographically closest ANI selection
  • Customizable forms
  • Do-Not-Call (number, area code, account, ZIP code, and more)
  • Safe calling hours, including state-based curfews

Agents manage inbound email alongside calls, chats, and mobile devices, with skill-based distribution and media priority rules.

The email could be pushed to a ready agent if there are no higher priority interactions, or it could be sent to a shared attention queue for later selection and “pull” by agents.

Easy to implement by placing an HTML snippet on your website; the user interface is customizable.

Agents can handle multiple chats simultaneously.

Includes a response library.

Chat history is saved and can be emailed to the customer.

A survey can be offered at the end of the session.

Smartphone capabilities are leveraged to provide an enriched contact experience:

A multimedia communication channel for the customer, combined with the collection and transmission of pre-call data from the app or website.

The channel supports any combination of the following media:

  • Text chat
  • Image-based messaging
  • Voice and video
  • SMS

Monitoring tools integrate a dashboard of real-time statistics for monitored equipment and services.

  • Supervisor notifications about anomalies with customizable alerts.
  • Monitor and score calls and other interactions on the fly.
  • The supervisor can see the agents’ screens.

Historical reports are available immediately.

They can be run on demand, scheduled, and delivered via email or FTP.

They can be customized using free tools, and historical data can be accessed via third-party reporting packages.

All administration is handled through a user-friendly web interface.

Records all interactions and allows you to search, review and classify recordings.

Screen recording option in interactions.

Quality management reports include survey data and are provided by agents, services and teams.

Encryption of all recordings and transcripts is controlled by a permanent service option.

  • Password policy: Complexity and expiration
  • Role-based access control
  • Audit log
  • Encryption of recordings and transcripts
  • Data encryption list
  • Communication encryption

All the necessary components are available to assist with compliance regarding:

  • HIPAA
  • PCI
  • TCPA
  • List management
  • Result export
  • PCI recording control API
  • “Click-to-Call” API
  • Web-browser-based interface
  • Web service access from scenarios
  • Database access from scenarios

Your Business = Smart Business

Redefine your customer experience and take advantage of the features integrated into TOGA Business Cloud. This platform was designed to be flexible, scalable, secure, and easy to implement.

Reporting
Cloud PBX
CRM Integrations
IVR
Voice recording
Screen recording

TOGA Call and Contact Center: Key Features

Incoming Voice Calls and SMS

Full call control from browser

Regardless of the agent call delivery option used—be it a built-in softphone, SIP phone, WebRTC, DID, or dial-out with the line open—calls are fully controlled from the Agent Desktop web application

Call transcription

Call transcripts in a customer’s activity history help agents understand the meaning of phone calls quickly, in their context. In addition, transcripts assist managers in easily searching interactions across voice, messaging, and email conversations, as well as leveraging cognitive technologies

Dropped calls conversation continuity

When a customer redials within minutes of dropping a call, the call is delivered to the same agent that helped the customer, bypassing IVR and queues and resuming the interrupted conversation

In-call and standalone sms messaging

At any time during a call, a customer or an agent may send SMS messages to each other

Virtual queue with callback

During peak call volumes, callers have the option to hang up and receive a callback when an agent becomes available, in the same order that the original call was received

Pre-recorded message playback

Agents can pre-record frequently used messages in their own voice and play them during calls to improve efficiency and consistency

Routing

Automatic call distributor

Calls and other interactions are automatically distributed to the right agents based on a combination of interaction and agent properties

Skills-based routing

Skills-based routing lets administrators precisely and fairly distribute interactions to agents, targeting the available agents who are best fit to handle the interaction at hand

Omnichannel capacity and overrides

A unique agent capacity model used in our BPCC routing engine allows agents to handle multiple interactions of various types with overrides (e.g., calls can override emails)

Personal routing

Contacts who have been identified as high-priority can enjoy shorter wait times—or even no waiting at all—when using our priority-routing feature

Same region (follow-the-sun) routing

Same-region routing helps to keep calls closer to agent teams, with global overflow when no one closer is available or when wait times are too long

Priority routing

Interactions with an identified contact (i.e., a contact identified using data from a CRM) can be routed to the same agent and/or an agent from the same team who previously helped that contact

Omnichannel Scenarios, IVR, and Workflow

Interactive voice response (IVR)

IVR scenarios are easily defined using our drag-and-drop visual editor

Multiple built-in integrations for data access

A number of data access integrations are available as user-friendly scenario blocks, with point-and-click configuration

Restful api and direct db access

Web service access via scenario blocks and blocks for direct DB access offer flexibility beyond integrations offered out-of-the box

SMS and email capabilities

Scenarios can send emails and SMS messages for notifications, transcripts, and survey requests, as well as provide confirmation numbers and other written information

Workflow automation

After all interactions are finished, many triggers, including call dispositions, can start a workflow scenario that automates processes using scenario-based communication and integration/data access blocks

Omnichannel scenarios

Voice calls, chats, and workflows are driven by the same scenario mechanism, with shared communication and integration/data access blocks

AI, Bots, and Cognitive Technologies

SMS and email capabilities

A number of bot integrations are available, from simple to complex. Bots can connect agents at any time to keep customer satisfaction high

Workflow automation

Bots can connect an agent and an agent can add a bot to a chat conversation to handle simple tasks and frequent requests at any time

Omnichannel scenarios

AI systems can be used to track conversations and provide possible replies to agents

Insight on changes in customer behavior

Sentiment analysis across channels allows agents and supervisors to focus quickly on problematic conversations

Quality management automation

Our automated QM features help quality management coaches to select conversations requiring attention

Sentiment analysis, tracking and routing

See what customers are talking about, and track changes of subjects over time

Email Management

Push and pull distribution modes

Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull

Service level management

The time remaining before a service level commitment is breached is used to prioritize messages in the queue

Keyword and sentiment routing

Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages

Automatic case creation and tracking

Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel

Follow-up queue

Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments

Built-in knowledge base

A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export

Web Chat

Point and click widget configuration

All aspects of chat widgets, chat forms, and proactive chat can be edited and customized in our intuitive editor UIs without having to code or re-upload HTML chat snippets

Proactive chat

Using point-and-click configuration, different offers can be popped based on a web page, various other conditions, or in combination

Response timer

A handy visual timer shows agents which customer they are chatting with and how long they have been waiting for their reply

Web notifications

Web notifications remind customers about their chat sessions, which helps to reduce customer-abandoned chats

Cobrowsing

Customers can share their screens with agents during a chat on a company’s website, allowing agents to follow the customer’s screen movements and clicks

Voice and video escalation

When enabled, customers and agents can upgrade their chat conversation to a phone call or audio-video call over the Internet at any time

If you already have a contact center solution—whether or not it was purchased from TOGA Customer Services—the following information may be of interest to you to learn…

How can you optimize your call/contact center? Answer: Here’s how we can help...

Measure and Optimize

Analyze and improve your call/contact center with analytics and monitoring tools.

Measure and optimize your cash conversion cycle.

Productivity

Improve the productivity of your Contact Center with automation and advanced tools

Productivity for Contact Centers

Improve ROI

Hardware and/or software technology to identify opportunities and reduce costs

Better Call Center ROI

Más Funcionalidades

Generate relevant experiences with your customers by making your Call Center solution more robust

More technology for CC

Aren't you ready, or do you have doubts?

Speak with a consultant