Kapture Contact Center Management Solution

Use intelligent routing, automation, analytics and reporting to boost agent productivity and contact center performance with Kapture.

contact center management solutions

1000+ Enterprises Trust Kapture

End-to-End Knowledge Base

Make every Agent a Know-It-All

…in a good way. Give agents a 360-degree customer view and a personalized, searchable knowledge base so they really know it all.

Master Email Responses

Field 400+ Emails a Day

Use email templates or automatically respond to customer emails in record time during seasons of high query influx.

Increase Agent Productivity

Route, Resolve, Report, Next

Support omnichannel

Contact center management solutions handle customer interactions across email, calls, chat, and social media. Offer omnichannel support for customers and a centralized dashboard for agents.

Customize dashboards

Allow agents to view custom information related to calls, emails, the status of queries and customer data in one unified interface.

Integrate with ease

Lend a native experience to customers by leveraging 1,000+ API integrations to connect existing tools with your Kapture contact center.

Automate responses

Set Interactive Voice Responses, non-availability messages and automated responses to repetitive queries for improved agent productivity.

Monitor agent performance

Allow managers to assess agent performance through a unified dashboard. Incentivize productivity, discover deficits, and provide feedback.

Intelligently route calls

Configure call routing settings to automatically assign queries to agents, based on their skillset, availability, and performance.

Watch KPIs improve

Leverage AI to speed up service delivery to ultimately improve average handle time, first call resolution, first response time, etc.

Measure SLAs

Classify tickets under High, Medium and Low priority and assign each category appropriate resolution times to measure efficiency.

Invite feedback

Gather customer feedback at each step in the contact center process to find gaps in experience and consistently address them.

Configure the knowledge base

Use diverse learning modalities to construct a knowledge base through online help centers, communities, FAQs, videos and text materials.

Personalize self-service

Use dynamic FAQs, AI-powered bots, IVR and community forums to help customers resolve trivial queries on their own.

Automate escalations

Set up automation to trigger an escalation when a ticket takes too long to resolve or a ticket/customer is high-priority.

Secure customer data

Encrypt customer data and limit access to ensure security and compliance with industry regulations like ISO, GDPR, etc.

Leverage single sign-on

Allow agents to access several enterprise-grade tools using a single set of credentials via a unified platform.

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Case Study

Kapture saves the day for Plum

Learn how Plum, a key DTC cosmetics brand, went from chaos to clarity with Kapture Contact Center Management solution.

Integrate Brand Experiences for your Customer

Extend your Brand Experience to your Contact Center

Kapture integrates your contact center, service center and field force operations to operate as a one-stop customer engagement solution with automation.

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Last-mile customizations

Have your contact center management solutions deeply integrated with your infrastructure and customized to suit your processes and industry.

contact center management

Fastest go-live ever

Start benefiting from AI-powered unified contact center management solutions in no time with our dedicated implementation managers.

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AI assistance

Leverage AI to assist agents in sorting through tickets, generating responses to queries, and automating escalations and assignments.

Contact Center Management Solution

Multilingual chat

Serve a global customer base with multilingual chat and translation capability integrated into your contact center management platform.

Side conversations - Contact center management

Side conversations

Hold side conversations in the same environment with third parties to resolve customer issues without ever leaving the platform.

Smart escalations - Contact center management

Smart escalations

Set up smart escalations to quickly assign tickets to specialist agents and enable efficient resolutions to high-priority tickets.

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Smooth scaling

Scale your contact center as you grow. Add more agents, field more calls and easily respond to an influx of queries in growth phases.

Accolades

High-fives From Industry Experts

Time and again, Kapture has been rated as a high performer on G2 and one of the most loved CX platforms on Gartner Peer Insights based on customer reviews.

FAQs

Frequently Asked Questions

Kapture Contact Center Management solution supports large enterprise businesses in several industries to enable a contact center experience that feels like an extension of their brand experience. An efficient contact center process stops resource leaks, enables intelligent and automated resolutions and directly impacts business outcomes by keeping customers satisfied.

A contact center management platform is a digital environment that holistically manages customer interactions across several channels. It integrates customer queries for a business and allows agents and staff to respond quickly by employing the latest technologies, such as analytics, artificial intelligence, and automation. A contact center management solution such as Kapture’s makes it easy for businesses to cater to their global customer base with personalized service experiences.

Kapture creates a win-win-win situation for enterprise businesses by allowing agents to be more productive, having your customers self-serve and receive outstanding service and delivering better business results for your enterprise. You can expect to improve contact center KPIs such as CSAT, NPS, CES, FCR, FRT, customer churn rate, average handle time, etc.

Kapture Contact Center implementation costs factor in the complexity, scale, and customization your contact center needs. Our dedicated implementation team works together with you to understand your requirements before providing a quote for the contact center solution.

Kapture offers the fastest go-live in the industry. That said, implementation timelines depend on the complexity and scale of your contact center. Our implementation managers first assess your current contact center to develop an appropriate timeline for implementation.

You may believe that call center and contact center are interchangeable terms. But they differ in how evolved your contact center is. A call center is a kind of contact center that allows inbound (customer service and tech support) and outbound (marketing, fundraising, survey) calls. Calling is the only medium of interaction supported by a call center. A contact center allows omni-channel communication through other channels such as text, email, social media and chat. Contact center software is a more personalized and omnichannel service delivery platform.

Future trends in contact center management include real-time metrics, automated self-service, personalization with AI, chatbots, omnichannel experience, and deep data analytics. Kapture Contact Center solution has all these capabilities built into the solution so our customers leverage the latest technologies to deliver superior customer experiences.

Start Your CX Transformation Journey Today

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