Omnichannel Call Center System in Egypt
AI Predictive Dialer CRM | Chat | Voice Bots

Get the Call Center Platform Designed Exactly for Your Success.

ATC V.9

Real-time Monitoring: stay updated with live statistics and instant feedback for improved decision-making

Real-Time Analytics & Monitoring

a comprehensive overview of your operations and performance metrics

• Live Agent Dashboard: Track call status, queue levels, and active channels instantly.

• Pause Duration Tracking: Measure agent idle times (lunch, training, breaks) to optimize workforce efficiency.

• Skill & Campaign Filtering: Instantly drill down into performance by campaign, skill group, or agent.

• Performance Heatmaps: Visualize call traffic and response times for data-driven staffing.

• Wallboard Display Mode: Perfect for real-time floor supervision and performance awareness.

Unified Agent Experience: ATC Agent Panel V9

ATC’s redesigned Agent Panel V9 is built for performance and usability:

• Clean, context-rich UI for faster access to customer data.

• Seamless switching between channels (voice, chat, social).

• One-click call, message, or CRM access — no more multiple tabs.

• Deep integration with AI-powered assistance and smart suggestions.

• No agent available for voice , chat , social response , ATC AI Agent will respond until the next available agent

ATC AI QUEUE
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ATC AI Agent
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Omnichannel Hub & Social Media Integration

With ATC’s Omni-Channel Core, agents can manage all customer interactions from a single unified interface:

• Facebook Messenger & Page Management: Handle DMs, comments, and posts directly from ATC.

• WhatsApp & SMS Integration: Manage private chats, group messages, and automated templates.

• Unified Chat Queue: Merge all conversations — voice, social, and text — in one dashboard.

• Instagram & Web Chat Extensions (optional module) for deeper engagement and lead capture.

Maintain brand consistency, speed, and professionalism across every digital touchpoint.

ATC provides enterprise-grade reporting that turns raw contact center activity into clear, actionable intelligence. Whether you need forensic-level detail or executive summaries, ATC delivers precise insights across the full customer journey with flexible export and sharing options.

• Inbound Interval & Outbound Auto-Dial Journey Reports
  Full timeline views that trace every touchpoint — from initial ring to final disposition — including transfer points, callbacks, and IVR interactions. Ideal for root-cause analysis and campaign tuning.

• Agent Performance & Activity Dashboards
  Per-agent KPIs (AHT, ACW, connect rate, wrap time, talk time, occupancy, first-contact resolution), plus historical trends, leaderboard views, and coachable moment highlights.

• Login / Session Audits & Pause Tracking
  Granular login/logout events, multi-session detection, break and training durations, and automated pause classification — perfect for workforce optimization and adherence checks.

Find the exact recordings you need — instantly.

• Multi-Campaign Filtering: Narrow results across one or multiple campaigns simultaneously.

• Agent-Level Filtering: Filter by single agent, multiple agents, or entire teams.

• Combined Filters: Apply campaign and agent filters together for full flexibility.

• Date & Time Range Filters: Select specific start and end times for precise session tracking (e.g., between 09:00–17:00).

• Keyword & Status Search: Locate calls by phone number, status, or disposition code for quick audits.

• Pause & Idle Analytics
  Identify under-utilized time, correlate pauses with schedules or system events, and compute precise occupancy/availability statistics for accurate workforce planning.

• Custom Interval & Funnel Reporting
  Build interval-based reports (hourly/daily/weekly), funnel conversion steps for outbound campaigns, and funnel leak analysis to discover where leads drop off.

• Bulk Selection & Smart Export

  Save time with intelligent bulk actions built for large-scale call management.

  • Multi-Select Download: Choose multiple recordings at once — no need to export individually.

  • Auto ZIP Compression: When you select more than 5 files, ATC automatically compresses them into a ZIP file for faster download.

  • Flexible Export Formats: Export recordings list to Excel (.xlsx) or CSV for reporting or compliance documentation.

  • Instant Copy to Clipboard: Quickly copy metadata or filenames for sharing and investigation.

  • Batch Print Mode: Print summary tables with date, campaign, agent, and duration details.

Powerful Call recording
Multi-Layer Filtering

• Manual & Auto Routing: Assign chats, calls, and leads dynamically based on skill or availability. This ensures that each customer interaction is handled by the most qualified agent, leading to improved customer satisfaction and more efficient use of resources.

• Supervisor Whisper & Barge-In: Real-time coaching and support for live calls. Supervisors can provide guidance discreetly without interrupting the conversation, allowing agents to improve their performance in the moment and ensuring that customer needs are met effectively.

• Integrated Ticketing System: Create and track customer issues without leaving the ATC panel. This seamless integration allows agents to resolve issues more efficiently, minimizing downtime and enhancing the overall customer experience.

• Smart Notifications: Alert agents and supervisors about SLA breaches, call spikes, or missed leads. By providing timely alerts, the system helps teams respond proactively to potential issues and maintain high service levels consistently.

• Workforce Scheduler: Automate shift planning with AI-driven occupancy calculations. This tool not only saves time for managers but also optimizes staffing levels based on predicted demand, leading to better resource allocation and cost savings.

Security & Reliability

• End-to-End Encryption across voice, chat, and CRM data.

• Role-Based Access Control (RBAC) for teams and supervisors.

• 99.99% Uptime Architecture with auto-failover and load balancing.

• Compliant with GDPR & ISO 27001 for global enterprise standards.

Productivity & Management Tools

Access Control

• Role-Based Permissions: Limit access to reports & recordings based on user role or department.

• Secure HTTPS Downloads: Encrypted data transfers for all recordings.

• Audit Logs: Every action, export, and deletion is logged for accountability.

• Retention Policy Management: Define automatic deletion or archiving rules by date or campaign.

Harness your preset parameters and cutting-edge predictive dialing algorithms to dynamically determine and automate call assignments. Imagine the possibilities as you optimize based on factors like the number of available agents, operational lines, and the average time an agent spends on a call!

Enhance Agent Efficiency

• Export to Excel or CSV — fully formatted, pivot-ready exports (dates, numeric types, and metadata preserved).

• Direct Print & Print-Friendly Views — one-click print layout with paginated headers/footers and branded templates.

• Clipboard Copy — copy entire tables (or selected rows) for instant pasting into emails, docs, or spreadsheets.

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