Breaking away from the industrial norm of charging customers on a per-agent basis, we are the first to launch a consolidated hundred-agent license at a very nominal cost. This allows customers to contract or expand effortlessly without worrying about individual agent licensing, providing significant cost savings and peace of mind for call center administrators.

The solution features a built-in webRTC multimedia phone with video support, embedded directly in our agent module. Administrators no longer need to install or manage third-party softphones. Agents can pick any extension daily, automatically registered at login and unregistered at logout, preventing duplicates. Browser-based and OS-independent, the webRTC phone delivers seamless operation and complete peace of mind for call center administrators.

DialOrder is a feature that provides the flexibility to automatically dial alternate numbers if the primary contact is unreachable or unanswered. This fully automated process follows established SOPs for many call center operations. There is no limit to the number of alternate numbers that can be configured - the system dials them sequentially until the customer answers. Once connected, the disposition is recorded against the primary contact, while the alternate dial records are automatically ignored in reporting, ensuring clean and accurate data management.

While cloud-based call centers are gaining popularity, many customers overlook that their data rests entirely in the hands of service providers. Even tech giants like Google and Microsoft have faced data breaches, leaving sensitive information vulnerable - sometimes even ending up with competitors. Our on-premises solution ensures complete data security, with all information stored locally and telecom resources owned by customer themselves, safeguarding both valuable data and prized numbers. Beyond data security, our model also protects customers from the ever-increasing recurring costs of cloud providers, who often lock customers into long-term dependencies as their numbers gain value.

Every call center process is unique, with no fixed pattern for data input or call pop-up display. While sales processes may need only basic lead information, service or follow-up BPOs often require detailed data such as outstanding balances, past payments, and current status, which vary across customers and processes. Unlike other solutions that charge for custom development, Com1 offers full flexibility: customer can import all required data, control which fields agents can view, and manage multiple processes simultaneously - enabling customers to run diverse campaigns with no customisation need.

Much like data management, call disposition customisation is a crucial aspect of any call center. A well-planned, simple, and intuitive disposition structure - one that even a new or inexperienced agent can easily understand, plays a vital role in determining the overall effectiveness of operations. It allows for accurate reporting, detailed insights, and efficient closure of every interaction. Traditionally, each client or process requires a custom disposition design, often created by developers at an additional cost. In contrast, our solution offers complete flexibility, enabling call center owners to design and modify dispositions themselves. This empowers them to run multiple, diverse campaigns effortlessly, without any need for developer intervention or additional customisation costs.

Number Masking is a mandatory requirement for certain call center operations where customer privacy and data confidentiality are critical. This feature ensures that the callers number (CLI) is masked, preventing agents from viewing customer contact details while still allowing them to communicate and complete the process seamlessly. With our built-in WebRTC phone, number masking is managed natively and efficiently, enabling secure, controlled, and compliant call handling without any external dependencies.

Com1 Call Center Suite provides a robust basic CRM that efficiently handles all standard call center activities, including managing dispositions, updating records, and sending reminders for callbacks - whether the agent is present or absent - ensuring no follow-up is missed. Our CRM meets approximately 80% of typical process requirements, and minor additional features can be developed quickly for an extra cost. For larger or highly specialized requirements, our comprehensive set of APIs allows customers preferred CRM developer to seamlessly integrate their system with our telephony backbone, achieving full functionality with ease.

Post-COVID, the new world of work demands flexibility, with remote work now as essential as traditional office setups. Com1 seamlessly supports this hybrid model, allowing agents to work from home or the office without any functional difference. The only factor affecting call quality is the quality of the internet connection at both ends. For mission-critical operations where consistent call quality is vital, we recommend establishing a dedicated VPN tunnel between remote agents and the server to ensure stable bandwidth and superior audio performance. Beyond that, the experience remains completely seamless - just as effortless as attending calls from the office.

Com1 reporting framework provides powerful yet simple export and filtering options, both agent-wise and campaign-wise. Fine-tuned over the last decade through feedback from multiple processes and diverse customer needs, it has evolved into a comprehensive system that meets nearly all reporting requirements across industries. The current framework is so exhaustive that new customers rarely request additional reports. Nevertheless, the platforms strong and flexible foundation allows for quick creation of any new or custom reports to meet future requirements with ease.

Genie, our live dashboard, is among the best in the industry, offering a real-time view of call center operations from any location. It empowers administrators to take proactive actions to prevent productivity loss. Like our reporting module, Genie has been fine-tuned over the past decade based on feedback from diverse processes and customers, making it an indispensable tool for efficiently managing call centers. While being highly versatile and capable of meeting nearly all requirements, specific customizations can be accommodated at an additional cost.

With service providers clamping down on telecalling, excessive calling patterns are often flagged as spam, reducing call connectivity and effectiveness. Com1 addresses this with three CLI options for complete flexibility: random CLI selection, variable CLIs that can be changed campaign-wise periodically, and fixed CLIs that are permanently assigned to a specific process. These options allow customers to manage their available CLI resources efficiently and choose the best approach based on process requirements, ensuring optimal call performance and compliance.

Lead generation call centers often face the challenge of repeatedly contacting the same customers, many of whom may be irritated by multiple calls for different products. This can be frustrating for both agents and customers, especially when the same database is shared across multiple campaigns. Com1 addresses this with a system-wide blacklisting feature, automatically marking such numbers to prevent repetitive calls across the entire call center, not just a single campaign. This reduces agent stress, improves efficiency, and ensures compliance. Blacklisted numbers can be periodically reviewed and released if appropriate, maintaining a balance between lead generation and customer experience.

Com1 Call Center Suite provides a proprietary troubleshooting tool that analyzes and resolves call center issues step by step. Diagnosing problems in a call center can be time-consuming and stressful, often complicated by multiple idle agents and pressure from both administrators and principals due to productivity or monetary losses. Most issues are minor but difficult to pinpoint, leading to significant delays and frustration. Com1 troubleshooting tool quickly identifies the root cause, enabling customers to diagnose and resolve problems themselves. This has reduced support calls by 90%, saving valuable time and manpower while minimizing productivity loss.

Call centers often employ agents with varying skill levels, and not all may be equally effective in promoting products to new customers. To assist agents, Com1 offers an optional customer call history feature that displays past dispositions and interactions, giving agents context for current conversations. However, in some cases, this information may lead agents to form judgments about the customer based on previous interactions, potentially reducing call effectiveness. For this reason, the feature is optional and can be enabled or disabled based on campaign requirements.

Com1 offers a comprehensive API suite that empowers any CRM developer to seamlessly integrate advanced call center functionality using our robust telephony backbone. The APIs provide complete control over call handling, live dashboards, detailed reporting, and real-time call events - enabling smooth pop-ups, call tracking, and management directly within the CRM. Developers can embed our webRTC phone, utilize webhooks to capture events such as ringing, call answering, and hang-ups, and test every API in a built-in playground without relying on external tools like Postman. With downloadable cURL commands and ready-to-use examples, integration becomes fast and effortless, while optional customisations can be incorporated quickly at an additional cost to meet specific requirements.

Com1 provides a standard call pop-up that is time-tested and easy for even inexperienced agents to use, covering the entire call handling workflow. It includes call control options to answer, hold, mute, hang up etc, a flexible customer data display designed campaign-wise, and an optional customer history view to help agents review past interactions and manage calls effectively. The disposition section allows agents to finalize call outcomes immediately after the call. While this setup meets 99% of process requirements, certain processes may require collecting additional data or updating their CRM beyond the standard pop-up. In such cases, a fully customizable pop-up can be designed, with tailored input screens and layouts to manage process-specific requirements at an additional cost.

Call center agents are in high demand but often face high attrition, making recruitment and training a challenge. Com1 Call Center Suite addresses this by archiving the best agent-customer conversations, curated and refined over time, providing highly effective training material. New recruits can learn by listening, acquiring skills faster and more effectively than through hundreds of hours of classroom training. Additionally, YouTube video training familiarizes agents with the agent module and call dispositions. Together, these tools enable call center owners to reduce the time from recruitment to floor deployment to less than a week, ensuring agents become productive quickly with minimal training costs and maximum effectiveness.