Route inbound and outbound calls through configurable IVR, ACD queues, DIDs, skills, extensions, and operating rules.
Encore Contact Center
Call Center Solution
Run inbound and outbound customer calls with intelligent routing, browser-based agent tools, live supervision, recording, and accountable reporting.
Overview
Make every complex operating moment easier to manage.
Encore Call Center Solution gives service and sales teams a browser-based voice workspace for inbound and outbound calls. Agents can answer or dial, hold, mute, transfer, use the keypad, manage multiple call tabs, search customer records, review call history, capture contact reasons and notes, send approved SMS, create cases, and complete dispositions without moving between disconnected tools.
Supervisors and administrators can configure IVR paths, ACD queues, DIDs, extensions, routing skills, agent privileges, reason codes, SMS templates, recording rules, and operating hours. Live dashboards bring agent state, queue demand, call volume, login time, availability, hold time, after-call work, and average handling time into one accountable operational view.
What it unlocks
Everything your team needs to move with confidence.
Give agents a browser-based softphone with answer, dial, hold, mute, transfer, keypad, multi-call tabs, and clear call-state controls.
Keep customer context close with contact search, account details, call history, notes, reason codes, SMS, and case creation in one workspace.
Standardize wrap-up with dispositions, recording access, after-call work, contact reasons, and auditable interaction history.
Help supervisors monitor agent states, queue pressure, inbound and outbound volume, login time, availability, hold, ACW, and AHT in real time.
Connect voice operations with Encore CRM, Ticketing Systems, Smart Digital Solutions, knowledge, reporting, and external APIs.
Inside the platform
Workflows. Built for the people doing the work.
A closer look at the real interfaces and operating journeys your teams, managers, and the people they serve rely on every day.
Real product capture
Client outcomes
Put the product to work from day one.
From frontline execution to leadership visibility, Call Center Solution helps teams turn busy operations into a more consistent service experience.
Run customer care, sales, collections, verification, appointment, survey, and service hotlines from one controlled voice platform.
Route each caller by IVR selection, DID, queue, skill, schedule, priority, or business rule to the right available agent.
Let agents handle calls and customer context together while preserving notes, call history, cases, recordings, and final dispositions.
Give supervisors real-time visibility into agent readiness, queue pressure, missed or abandoned calls, handling time, and after-call work.
Connect voice conversations to CRM, tickets, digital channels, knowledge, reports, and customer workflows through secure integrations.
Encore Systems Bangladesh
A complete call center solution for customer operations in Bangladesh
Encore Call Center Solution helps service, sales, collections, and support teams in Bangladesh manage inbound and outbound voice operations from one connected platform. Configurable IVR, DIDs, ACD queues, skills, extensions, schedules, and routing rules help each caller reach the right team while reducing manual handoffs.
Agents work from a browser-based console that brings softphone controls, customer search, call history, account context, notes, SMS, cases, recordings, contact reasons, and dispositions together. Supervisors can see agent availability, queue pressure, call volume, login time, hold time, after-call work, average handling time, missed calls, and operational trends without waiting for disconnected spreadsheets.
Encore Systems can configure the platform for customer care, sales, verification, collections, appointment, survey, and service hotline operations. CRM, ticketing, digital channels, knowledge, reporting, and external systems can be connected through APIs so every voice interaction contributes to a consistent customer record.
Frequently asked questions
Questions about Call Center Solution
What inbound and outbound call center workflows are supported?
The platform supports inbound service queues, outbound dialing, customer care, sales, collections, verification, appointments, surveys, and configurable hotline operations.
Does the solution include IVR, ACD, and browser softphone controls?
Yes. Teams can configure IVR paths, DIDs, queues, skills, extensions, and routing rules, while agents use browser controls for dial, answer, hold, mute, transfer, keypad, and call completion.
Can supervisors monitor agents and call performance in real time?
Yes. Supervisors can monitor agent states, availability, queue demand, inbound and outbound volume, login time, hold, after-call work, average handling time, and related operational indicators.
Can the call center connect with CRM and ticketing systems?
Yes. The solution is integration-ready for Encore CRM, Ticketing Systems, Smart Digital Solutions, knowledge, reporting, and compatible external systems through secure APIs.