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Strengthen your contact centre

Communication and contact centre solutions backed by advanced technology and AI: inbound and outbound calling, omnichannel communication, IP PBX, quality management and analytics.

WHO IT IS FOR

Customer service, collections and sales teams with high inbound and outbound call volumes, and organisations looking to replace their PBX infrastructure.

15

years in the sector

700+

customers

10.000+

active agents

6

countries

INBOUND

Calls reach the right agent

Number allocation, IVR and ACD distribute inbound calls by subject, while the self-service and bot layer handles work that never needs an agent.

Number allocation

Which service is answered on which number.

IVR

Menus, announcements and routing flows.

ACD

Queue and distribution rules.

TTS - SR - BOT

A bot layer turning speech to text and text to speech.

Self-service

Completing transactions without reaching an agent.

OUTBOUND

The dialer works the list as efficiently as possible

Outbound offers an IVR dialer and six dialling modes; which one you use depends on how the campaign is built.

Predictive dialer

Power dialer

Precise dialer

Preview dialer

IVN (manual) dialer

Agentless

Agent Cloud

Agents connect from the cloud, so remote working is supported.

Cloud FCT

Fixed-line traffic is carried over cloud FCT.

AI-assisted dialer

Break patterns, average call durations and priority data are analysed to raise the contact rate.

CONTACT CENTRE SOFTWARE

Omnichannel: voice, text and video

Alongside voice, the contact centre software manages written channels and video calls, with quality management, reporting and monitoring in the same product.

IVR - self service

Chat

ChatBot

WhatsApp

Email

SMS

Cloud FCT

IP PBX

Video calling

Number masking

Quality management

Reporting and monitoring

SONITEL AI

Strengthen customer experience with AI

Sonitel AI makes call and chat processes smarter, faster and more effective, optimising every step from analysis to automatic scoring.

Conversation analysis and summary

Calls and chats are analysed and summarised.

Speech to text

The conversation becomes searchable text.

Automatic scoring / AI quality management

Quality is assessed without listening to calls one by one.

Sentiment analysis

Conversations turning to dissatisfaction are flagged.

Anomaly detection

Behaviour and volumes deviating from the norm are caught.

Agent / customer talk ratio

Who spoke how long, and where they were interrupted.

Trending words

The subjects coming up across conversations are extracted.

Virtual assistant and agent assistant

A bot that talks to the customer and an assistant that helps the agent.

INTEGRATION AND INFRASTRUCTURE

With your existing systems and your PBX

It integrates with CRM and support systems, and flows such as KVKK-compliant click to call, payment over the phone and ticket creation can be built. Atredia handles deployment, integration and number porting.

CRM integration

Including Next4biz CSM, calls attach to the customer record, with screen pop and ticket creation from the call.

Click to call

Start a KVKK-compliant call from inside the application.

Payment and collections over the phone

Payment capture and collections flows through IVR.

Cloud or on-premise

SIP carrier connections, softphones and IP handsets.

Let us show you how we would build your contact centre.

Request a demo